How CRM systems are leveraging social software to enhance customer engagement

1. Za Social: How brands can enhance CRM using social apps 27th January 2011

2. What is Social CRM ?

3. Social CRM “Social CRM represent the continuing journey by organizations to deliver the right customer experience at the right time. It is fundamentally about how to and where toreengage with customers.” -From Jeremiah Owyang’s webinar on SCRM

4. Social CRM Process Facebook Twitter LinkedIn Online conversations Blogs News Mssg forums CRM Profiles Workflows Interactions Transactions Social –influence History Listening tools Community Response & business communication Phone calls Emails Feedback forms Compaints

5. Using Social Apps for enhancing CRM

7. Social apps built on sales force CRM platform

8. CRM integrated listening tools

9. CRM integrated support forums

10. Buzz Visualization

13. Customer service software

14. Contact profiling

15. Support forumsLow High Low CRM (database driven, one-to-one, private) - Social tools tend to be oriented towards conversation or a particular CRM process

16. Social CRM Use Cases - SCRM tools used by brands seem to be aligned to at least one of alimeter’s use cases

17. Social Apps for Customer Acquisition

19. SCRM tool: Contact profiling

20. Usage: Shows social profiles of user’s Gmail contacts along with latest conversations

22. SCRM Tool: Buzz visualization

23. Usage: Helps understand relevant market buzz through a friendly user interface

25. SCRM tool: Recommendation engine

26. Usage: Recommends customized deals depending upon user’s interest in other deals

28. SCRM tool: Integrated social hub

29. Usage: Shows user activity at all social hubs at one location

31. SCRM tool: Social app built on Salesforce CRM platform

32. Usage: Maps users social graph to generate referrals

34. SCRM tool: CRM integrated listening tool

37. SCRM tool: Support Forum

38. Usage: Default Facebook tab used for support and discussions

40. SCRM tool: Curation enabled discussion forum

41. Usage: Allows users to create and vote the best ideas for HootSuite

43. SCRM tool: Customer service software

44. Usage: Allows users to ask questions, find answers and chat with CRM agents

46. SCRM tool: CRM integrated support forum

47. Usage: Allows users to share ideas, report problems, give kudos or ask questions

49. About Kuliza Kuliza is a social technology firm focused in helping companies leverage social software, community platforms, mobile and cloud computing for improving business performance, communication and customer engagement.

50. Kuliza Offerings

51. Ask us how to build Social CRM tools ! Kuliza.com | sales@kuliza.com | @kuliza Achintya.gupta@kuliza.com @achintya85