Social CRM - what is it, what can it do for you?

Social CRM

 

Far more than a passing trend, social is here to stay.

 

But when it comes to applying it to your business, you may be asking, "Where do I start?" The answer is simple: start with the priorities you have for your business.

 

Example: Loyalty

 

 

Enterprise Social can help you do whatever you need to do—faster and smarter. Social capabilities help you do many things:

• LISTEN. Hear what your customers are saying, uncover trends, and identify influencers.
• ENGAGE. Take part in meaningful conversations with your stakeholders.
• COLLABORATE. Connect with people quickly and easily, and work together to desired outcomes.
• AMPLIFY. Create broad awareness of your message.
• SOLVE. Grow and harvest community knowledge, and connect customers to solve problems.
• INNOVATE. Take action on ideas and opportunities gleaned from the crowd.
• ANALYZE. Get real-time feedback, monitor buzz, detect sentiment, and measure impact.

To learn how see the whitepaper "The Connected Enterprise: Embracing social technologies to drive the Dynamic Business."

Update Post Convergence March 22, 2013 - Microsoft aquired NetBreeze a social listener application, which will bring a lot of capabilities to CRM

• Customized dashboard for users - can contain trend charts, volume of mentions, tag cloud, list of influencers etc
• Trend chart which provides a chart of trend over months - broken down by channel sources
• Sentiment analysis (negative or positive) - includes sentiment terms that cause the negative or positive sentiment
• Influencers and influence quotient (the impact of the influencer)
• Ability to respond to social channels (like twitter) from within CRM/Netbreeze
• Native language sentiment analysis

 

Below you'll see a screenshot of how we could embed this functionality in Microsoft Dynamics CRM down the line.

 

 

See also

• Social CRM - link
• Why Social Media Is One Of The Best Ways To Keep Your Customers Happy - link
• Is Social Media The Future Of Customer Service? [INFOGRAPHIC] - link

Comments

• Anonymous
  April 23, 2013
  social media as give informetion to customers.

• Anonymous
  April 23, 2013
  for veiw of make a profets.