Personal experience and influence from social media platform has become part of our everyday decision making. We spend more time reviewing customer's experience in that restaurant or hotel which influence our decision making than the price or the "on offers"! As a business owner, we need to be in tune to what people are talking about us on the social network and how do we address feedback both positive and negative.

1. Social CRM
Putting the Customer First
Johan Sammy

2. Your Business
So, What’re Your Current Challenges?
Sustainability
Control ?
•Conversation
•Brand Image
Customer
•demands
•Expectations
Competition

3. Your Business
My Customers are different…
Knowledge Vocal
Demand Loyalty
The
Customer
The Customer changed because of a social change in the early part of the
millennium. The Customer seized control of the business ecosystem.

4. Your Business
Am I Meeting My Customer Expectation?

5. Your Business
Brand Awareness & Business Image

6. Your Business
Social Media or CRM? It’s all about…

7. Social CRM
Creating a Customer Voice Platform.
CRM Social CRM
Customer Service
Representatives
ROLES All Employees Engage
Process-centric FUNCTION Conversation-centric
Contact Management APPROACH Community Management
Well-Defined CHANNELS Dynamic & Evolving
Periodic Connection VALUE Sustained Customer
Engagement
Simple Transactions MODEL Complex Relationships

8. Social CRM
Putting it all together!

9. Social CRM
Putting ‘em All Together!

10. Social CRM
We Put ‘em Together.
• Social Profiling
• Business Knowledge
• Customer/Business-centric Approach
• Social CRM Expertise
• High Availability
• Co$t-Effective

11. Social CRM
Taking Ownership of the customer’s conversation!
Business Strategy
Business Rules
Workflow
Processes
Technology
Availability
Social Media
Platforms
Design
Stakeholders
Management &
Staff
Customers
Vendors
Trusted
&
Transparent
Business
Environment
The Conversation

12. Social CRM
Typical Social Media Response

13. Social CRM
Your Customer “Like” Response

15. Sustainability
My Customers are out to get me!
“… More than half of companies that have established
an online community will fail to manage it as an agent of
change, ultimately eroding customer value. Rushing
into social computing initiatives without clearly defined
benefits for both the company and the customer will be
the biggest cause of failure.”
~ Gartner Group

16. Social CRM
Putting your Customers First!
Thank You !