Social CRM on a shoestring
XPG Digital MarketingClo Willaerts
Yento, 24 May 2011
Customer Relationship Management
Strategy for overseeing clients and sales prospects
Technology to organise, automate, and synchronize business processes:
sales activities, marketing, customer service, technical support
What is CRM?
Chess Media Group's Guide to Understanding Social CRM:
"Social CRM is based on the simple premise that you are able to interact with your customers based on their needs, not your rules."
Customer needs perception gap
[M]arkets are conversations. Their members communicate in language that is natural, open, honest, direct, funny and often shocking. Whether explaining or complaining, joking or serious, the human voice is unmistakably genuine. It can't be faked.
Social CRM tools
How I use social CRM
Cold calling [...], which used to be a backbone method in sales, will become less prominent. Rather than pick up the telephone and call someone we have never contacted before, we will pick up the telephone and call someone with whom we have had an established relationship via Twitter or Linkedln.
The New Handshake (Joan C. Curtis and Barbara Giamanco)
Backup: Gmail contacts
Harvesting from LI
Harvesting from FB
Rapleaf's social profile URL API
Identity = what you share
Alternative: Qwerly API key?
Social media for business?
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