Social CRM allows businesses to engage customers through social media to build trust and brand loyalty. It combines social networks, customer relationship management, and social media to facilitate two-way communication between businesses and consumers. Examples of companies using social CRM include Sony, which has a blog for customers to post comments, and Starbucks, which captured customer-generated ideas through its VIP program and website.

1. SOCIAL CRM
Presented by
Saurabh Dalal

2. OVERVIEW
 CRM
 Social CRM
 Structure
 Examples of Social CRM
 Features and Benefits

3. Customer Relationship Management
• Definition :
CRM is a Model for Managing company’s interactions with
current and future customers
• All techniques and tools that are used to enter into relation with
customers
• Uses Technology to organize, automate and synchronize sales,
marketing and customer service

4. • Definition:
Social CRM can be defined as business strategy of engaging
customers through social media with goal of building trust and brand loyalty.
• Customer Relation through Social Networking Sites
• Two way communication between business and the consumer
• Products like Facebook, Twitter, Linkedin, Plaxo – People Connect
and Communicate
Social CRM

5. Social Customer
Customer
Relationship
Management
Social Networks
Social
CRM
Structure of Social CRM

6. • Type: Blog
• Case: A Blog where Sony customers can post comments about
existing products as well as providing Sony with input about new
products
• CRM: Marketing (New product development) and Service
• An easy way for customers to share their thoughts with Sony and
to find product related information in a quick and simple way
Example: Sony

7. Case: Starbucks captured ideas in collaboration with their customers.
Starbucks VIP card and getting a free cup of coffee when buying
coffee beans are two examples of customer- generated idea currently
in use
CRM: Marketing (New product development)
Business Value: Starbucks captured in one year more than 70,000 ideas
submitted through the site.
Customer Value: Customer like to have a place to put their creative
ideas.
Example: Starbucks

8. Features and Benefits
• Increases user productivity by providing relevant analytics
and real-time collaboration
• Elevates employee performance by leveraging the collective
knowledge of social network
• Improves customer interaction and satisfaction by providing
customer engagement on social media