Social CRMPutting the Customer First

Johan Sammy

Your BusinessSo, What’re Your Current Challenges?

Sustainability

Control ?•Conversation•Brand Image

Customer•demands•Expectations

Competition

Your BusinessMy 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.

Your BusinessAm I Meeting My Customer Expectation?

Your BusinessBrand Awareness & Business Image

Your BusinessSocial Media or CRM? It’s all about…

Social CRMCreating 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

Social CRMPutting it all together!

Social CRMPutting ‘em All Together!

Social CRMWe Put ‘em Together.

• Social Profiling• Business Knowledge• Customer/Business-centric Approach• Social CRM Expertise• High Availability• Co$t-Effective

Social CRM

Taking Ownership of the customer’s conversation!

Business Strategy

Business RulesWorkflowProcesses

Technology

AvailabilitySocial Media PlatformsDesign

Stakeholders

Management & StaffCustomersVendors

Trusted &

Transparent Business

Environment

The Conversation

Social CRMTypical Social Media Response

Social CRMYour Customer “Like” Response

SustainabilityMy 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

Social CRMPutting your Customers First!

Thank You !