Personalization &the Wisdom of the Crowds

by Adi Farkash

February 2013

www.icescrm.com

get into customers shoes

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social customer experience

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4

desires & needs no# 1

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desires & needs no# 1

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desires & needs no# 2

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CRM 2.0

desires & needs no# 3

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customers are customers

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digital. social. mobile

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From STKI

business point of view

sale

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sale

Reminding

you ….

the challenge

manage customers dialogue & personalization tool

EFFECTIVE

AFFORDABLE

SELF-SERVICE & INTUITIVE

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SELF-SERVICE & INTUITIVE

the solution is iceSCRMAn holistic solution for customers dialogue management with

main components:

A social personalized customer mini-site

Branding, customer service and one-on-one interaction

In-page social CRM dashboard and feed monitor

Manage your multi-social feeds in one placeManage your multi-social feeds in one place

Self-service content management

Create your social content – branding messages & campaigns,

store locations, news, FAQ

Simple setup and administration facilities

Out-of-the box integration with leading CRM tools

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Screen shots

Home page

Focused brand

messaging

The Solution Customer Care & Marketing Tabs

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Customer service request dialog

Facilitating

private and

controlled dialogs

with your

connections.

The Solution Customer Care & Marketing Tabs

connections.

Incorporating

emoticons (mood

icons ) – let your

connections

show you how

they feel about

your service

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Store locator

Put your stores

on the map

Display branding

images and

opening hours

information.

The Solution Customer Care & Marketing Tabs

information.

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Deals & Promotions

Publish public

and personal

deals and

promotions

The Solution Customer Care & Marketing Tabs

promotions

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Coming Soon

Q&A and news

tabs for customer

pertinent

information.

Gift list, product

The Solution Customer Care & Marketing Tabs

Gift list, product

reservation and

pre-order tabs

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The Solution Social CRM dashboard for customer reps enables you to

Manage social connections as customers across networks - new and dropped contacts, VIP activity and more

Monitor social network feeds and coordinate customer care responses

Engage connections in private and controlled conversations

Measure and reward social engagement

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Feed Monitor

A single place for

all your social

feeds from all

your social places

Filter, sort and

The Solution

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Filter, sort and

drill-down

Post and answer

Adi FarkashAdi.Farkash@iceSCRM.com

www.iceSCRM.com