SOCIAL CRM PROCESS COMMUNITY LISTENING TOOL Phone Calls Email Feedback Forms letters in person Complaint RESPONSE CRM Profile Interaction History Transactions Preferences Customer data SOCIAL CRM TEAM MESSAGE BOARDS SOCIAL DATA NEWS Marketing Customer Service Ideation Other Micro (Human) Macro (Automated) BUSINESS RULES Social Media holds unprecedented potential for companies to get closer to customers, facilitating increased revenue, cost reduction and efficiencies. Social CRM – the integration of social media with Customer Relationship Management (CRM) strategies is the next frontier to optimize the power of social interactions. SOCIAL CRM THE SOCIAL CRM APPROACH IDENTIFY Studying the brands and segmenting them into a winder buckets of types the various subjects around which most of the coversation happen & categorization of the same Shortlisting of candidates who are skilled enough to handle a situation both from the perspection if delivering the brand promise as well as solving the problem UNDERSTAND BUILD
Transcript
SOCIAL CRM PROCESS
COMMUNITY
LISTENINGTOOL
Phone Calls Email Feedback Forms letters in person Complaint
RESPONSE
CRM Profile Interaction History Transactions Preferences Customer data
SOCIAL CRM TEAM
MESSAGE BOARDS SOCIAL DATA NEWS
Marketing Customer Service Ideation Other
Micro (Human)Macro (Automated)
BUSINESS RULES
Social Media holds unprecedented potential for companies to get closer to customers, facilitating increased revenue, cost reduction and efficiencies. Social CRM – the integration of social media with Customer Relationship Management (CRM) strategies is the next frontier to optimize the power of social interactions.
SOCIAL CRM
THE SOCIAL CRM APPROACH
IDENTIFY
Studying the brands and segmenting them into a winder buckets of types
the various subjects around which most of the
coversation happen & categorization of the same
Shortlisting of candidates who are skilled enough to handle a
situation both from the perspection if delivering the
brand promise as well as solving the problem
UNDERSTAND BUILD
SOCIAL CRM TEAM SELECTION PROCESS
FIRST LEVEL
This 2-Phased Selection Process ensures that individuals are well-equipped in initiating effective conversations across mediums and are well-versed about the latest developments in their respective categories.
KEY COMPONENT OF A SOCIAL CRM PROCESS
A Social Media Command Centre is a direct
line to the evolution of your brand.
The tool supports innovation, enhances
strategies and helps shape the long-term
success of your company through real-time
metrics and insights.
IMPORTANCE OF A SOCIAL MEDIA COMMAND CENTRE
Command centres allow you to track social media data in real-time so you can make informed decisions
quickly and be a responsive, social business.
Command Centres can also be used for all manner of activities, such as:
Enabling employees see and understand brand conversations
Allowing Marketing Teams to identify emerging trends and join conversations
Helping Product Development Teams understand new product/feature feedback
Providing PR Teams to track and respond quickly
HGS shortlists candidates with social media community management / engagement experience who can also engage customers via email and telephone.
SECOND LEVEL
Shortlisted candidates are interviewed by brand/client to assess the candidate in terms of various aspects/categories of the brand.
SOCIAL MEDIA COMMAND CENTRE
It is a physical space where companies coordinate to listen and engage their market on social channels.
The data acquired is used to achieve their desired objectives in various segments, such as:
Marketing Engagement
Customer Care
Risk Management
Operational Efficiency
Coordination
Contact Centre Deflection
BENEFITS?
Access a centralised, at-a-glance understanding of your brand, industry and/or competitor discussions
Instantaneous snapshot with an updated view of your brand’s perception globally for immediate action
Streamlined connection between a brand and its consumers
Real-time monitoring of the social health of your brand through constant customer engagement
Enable and establish a unified approach for all your social media activities
Seamless coordination within different departments of your company
SOCIAL MEDIA COMMAND CENTRE OPERATIONS
Social CRM Executive
Social Media Expert
Social Media Manager
Digital Strategist
Digital AnalystVisualizer
Plan social content andconversations
Listens and engagesin conversations
Integrates issues into service queue
and resolves them
Directs product orconsumer issues toservice for resolution
Aggregate and share results
Escalates high - risk issuesto Social media expert,which accordinglydelivers recommendation
Aggregate issues and communicate to brand team for improvement / insight
