Social CRM Strategies for Business Seminar

London, UK, November 4-5, 2010

Steven Thurlow, CTO

Sword <Business Unit> © Sword Group - 2 -

SCRM and Social Media

SCRM ≠ Social Media interactions

SCRM >> Social Media interactions

Social Media is a new, vital and exciting set of channels

Sword <Business Unit> © Sword Group - 3 -

Is this SCRM?

Sword <Business Unit> © Sword Group - 4 -

Twitter as customer service?

“The need to broadcast a problem to the world would not be necessary if the customer had confidence that their issue would  be solved timely and to their satisfaction.”

“If your customers are trying to get your attention on Twitter to solve a specific ‘me only’ problem, your processes are either horribly inefficient, broken or you have product issues.”

Mitch LiebermanOct 2010

Sword <Business Unit> © Sword Group - 5 -

The icing needs a cake

Sword <Business Unit> © Sword Group - 6 -

Engagement is a continuum

Sword <Business Unit> © Sword Group - 7 -

Be excellent

Sword <Business Unit> © Sword Group - 8 -

Be pro-active

Sword <Business Unit> © Sword Group - 9 -

Speed of response

Sword <Business Unit> © Sword Group - 10 -

Empower people – give them the tools

Sword <Business Unit> © Sword Group - 11 -

Be transparent

Sword <Business Unit> © Sword Group - 12 -

Be Social: Ciboodle Crowd

Full integration to Ciboodle One, the intelligent desktop

Unanswered questions

highlighted for agent action

Community rating identifies your most

influential social customers

Moderation scans for inappropriate

content

Full view of interactions from all

social media channels

Integration to all social channels

Fully customisable to your organisation’s brand