Folke LemaitreFounder & CEOhttp://twitter.com/folke

From Social Media Monitoring to Social CRM

Engagor

Monitor your brand across the web

Talk with your customers on any social network

Measure your results

Create detailed Social Media reports

Powerful, yet easy to use

EnterpriseB2C

All-in-one social media management tool for the social business

Social CRM?

What is Social CRM?

“Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer's ownership of the conversation”

What is Social CRM?

“Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer's ownership of the conversation”

What is Social CRM?

• Managing Social Relationships (customer)– Between you and the customer– Between customers– Between employees

• Always be there– Make it easy to approach you– Be responsive fast, accurate– The past is important!

Traditional CRM Social CRM

Why Social Media?

Billions of conversations each day Consumers use social media every day. Do You?

The Social Customer

The Social Customer

They Decide:•When they contact you•Where they contact you•Who they contact• How they contact you

Marketing Funnel Customer Life Cycle

Social is key in Customer Buying Journey

From Monitoring to CRM

• Social Media adoption is maturing, but still in early stages

• The 4 steps of Social CRM Adoption

PR & Communications

1

Monitoring Analytics Engagement

Marketing

2

Monitoring Analytics Engagement

Marketing & Customer Service

3

Monitoring Analytics Engagement

A Social Media Team is born

4

Monitoring Analytics Engagement

Tie in your traditional CRM

Specialized Social Media Teamsneed Specialized Tools

Measure Results

Analytics

Engagement

Monitoring

Real-time collaboration

CRM

The Social Enterprise

Social Media Team

⬌ Customer Support⬌ Marketing⬌ HR⬌ Sales⬌ PR

CRM Integration

CRM within social media management tool

Social CRM is more than Social Media

• Managing the customer is changing:ActiveReactiveProactive

• Related “Buzz” words:– Customer Engagement– Customer Success– Customer Experience– Customer Lifecycle Management

Social CRM is more than Social Media

The Social CRM eco system

The End

Questions?