The new possibilities offered by the digital world to marketing and sales teams are endless.

Technology plays a critical role in understanding communication with our customers.

CRMSOCIAL MEDIA

SOCIAL CRM

DEFINITION

Social CRM is a strategy focused on understanding, anticipating and responding to the needs of existing and potential customers, using social data to create mutually beneficial relationships.

CRMSOCIAL MEDIA

SOCIAL CRM

DIGITAL CONSUMER

DEFINITION

THE CLIENT IS KING!

Focus on your target audience!

Social CRM is a Game Changer! H a r n e s s t h e p o w e r o f understanding your customers more intimately. You can now incorporate social data (interests, intentions, feelings lifestyle...) to t r a n s a c t i o n a l d a t a t h u s s ignif icantly enhancing your customer view and engagement strategies.

For Social CRM to be effective you have to al ign your company’s strategies and corporate objectives with your customer needs.

The challenge today is making sure our entire business (not just Marketing) is customer-centric.

1. Customer Service Using social CRM, any business can turn their social network into a customer touchpoint. Instead of automated systems or call centers, your team can interact directly with customers on social media, where they already spend a lot of their time.

Social CRM Impact

The average person using social media for customer service will be willing to spend 21% more with a

brand if their service is considered “excellent.”

2. Marketing Marketing departments can save money by using Social CRM to connect with customers via social channels. They can also monitor campaigns to pinpoint what is and what is not resonating with their target audience.

Social CRM Impact

43% of all marketers found customers via LinkedIn and 52% have found customers through

Facebook.

3. Sales Social CRM allows you track each customer’s progress so that the sales team can create a personalized experience for each one, rather than using the traditional CRM blanket approach.

Social CRM Impact

Social CRM has been found to make salespeople almost 12% more

productive.

PRINCIPLES OF SOCIAL CRM

LISTEN CONNECT ENGAGE

The voice of the customer is the most valuable insight in your commercial process.

Users today are constantly sharing their opinions from any device, anywhere. Our companies needs to listen and incorporate their customer’s voice in their global business strategies.

PRINCIPLES OF SOCIAL CRM

listen

Before you can develop a social customer relationship, you need to listen.

LISTENING IS NOT A PASSIVE ACT

LISTEN WELL AND KEEP LISTENING

The great challenge for brands using Social CRM is to listen and respond in real time!

connect In a socially connected world, interaction with customers is key to growing your business. Customers today make decisions based on recommendations of contacts, trust, user reviews and online conversations.

Conversations face to face before performing now are taking place in social media.

PRINCIPLES OF SOCIAL CRM

•Know your customer: Firstly, it is important to know who your current and potential customers are. Knowing what to look for and what they need, allows you to create offers, products and services designed to meet those needs.

•Be efficient: Offer clear, quick and effective solutions to any concerns or problems your client has expressed.

•Each client is unique: It is important that you address your customers according to their individualities.

connectPRINCIPLES OF SOCIAL CRM

• Interact with your customers: it is important to establish a relationship with customers and this should be done through constant communications.

• Innovate: offer new tools and solutions. Let them know you have a dynamic company that adapts to changes.

• Give Thanks: Show your client that you feel grateful for their loyalty and preference, this will strengthen their bond with your brand.

connectPRINCIPLES OF SOCIAL CRM

- Start by drawing the profile of the ideal client Who will invest ? Who will provide your product or service? - Set clear objectives and well-defined results - Always use a 'win-win' approach when engaging your customers - Manage your customers If you divide your customers according to their needs, it will be much easier to give them what they want - Anticipate your customer’s experience Put yourself in the customer's shoes, for example if there are complaints about customer service, call yourself and experience what they experience.

PRINCIPLES OF SOCIAL CRM

engage

- Train employees • Communication: How well do they respond to your customers? Do you

ask the right questions? Will they speak for themselves in terms of providing information?

• Flexibility around service - Monitor customer feedback • Use pre-sales and post-sales feedback. • Use surveys or questionnaires. - Commit 100 % to your customers - Provide incentives to your customers - Create useful tools, not only for aesthetic purposes - Predict the customers behaviours - Consider the services offered by the competition

engagePRINCIPLES OF SOCIAL CRM

Social Selling leaders create 45% more

opportunities. Social media is the ultimate

equalizer and dominate process.

FROM LIKES TO LEADS

Close more deals with social selling

• Use social media to do research before sales calls: By learning who your leads are, you can better customize your communication to suit their needs and expectations.

• Develop an engagement strategy: social selling allows you to take a peek into the day and life of your prospect, evaluate the best time to engage, and reach out at the right moment

• Establish yourself as a trusted authority: You can use social platforms to establish yourself as an expert by sharing links to articles that are relevant to your industry, answering questions and engaging with followers, and making a daily effort to stay visible to your leads. When you put in this effort, prospects tend to view you as a valuable and trusted resource.

Social CRM is the most direct and efficient path to understanding and engaging with your

customers

If social isn’t a critical component of your lead generation strategy, now is the time to start.

QUESTIONS?

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Doble Group, LLC

D o b l e G r o u p , L L C i s a b o u t i q u e c o n s u l t i n g f i r m t h a t f o c u s e s o n i m p r o v i n g c o m m e r c i a l b u s i n e s s r e s u l t s t h r o u g h C R M s o l u t i o n s a n d t h e a l i g n m e n t o f t h e o r g a n i z a t i o n , i t s p r o c e s s e s a n d t e a m s f o r s u c c e s s . W e d e l i v e r o u r s e r v i c e s t h r o u g h h i g h l y c u s t o m i z e d c o n s u l t i n g , t r a i n i n g a n d c o a c h i n g p r o g r a m s a n d t h e w o r l d ’ s # 1 C R M t e c h n o l o g i e s , S a l e s f o r c e .

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