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Social CRM (Company research -customer (Overall customer experience…

- - - - Use data visualisation/dashboard tools to display user activity.
      - Respond and reach customers globally instantly.
      - Detailed view of customer interaction on brand/company
      - More feedback generated from social media
      - Come together to provide faster, more advanced solutions to specific cases for individual customer. Results in happier customer and improved customer retention.
- - - - Employees assigned to maintain social media page.
- - - - Promote brand
      - start marketing campaign
      - Connect/reach customers
  - - - Reach candidates not using job boards.
      - Showcase brand/company culture
      - Share vacancies with specific groups e.g. engineers, developers etc.
      - View candidates Linkedin account to match personal qualities against company values.
      - Increased social media popularity. More candidates with Linkedin profiles.
      - Target jobs at popular social media platforms.
      - Increases job visability
      - Recruitment companies link job posts to hashtags. e.g. #motivational Monday.
- - - - Social media engagement
      - Facebook page
      - Company blogs
        
        Update employees
        
        Nokia blog hub for employees
    - - Employee performance.
        
        Transfer to sales team to match sales with employee performance.
    - - Annual figures
      - Guild sales/marketing reps
  - - - Working in restaurant. Regular diner has nut allergy. Employee add to CRM profile so other employees and franchises are aware for future reference.
- - - - Benefits
        
        System can be transferred across departments (HR, marketing).
        
        Uncover trends - forecasting,
        
        Improve customer service - target marketing
        
        Resolve issues early - social media complaints.
        
        Cross sell, up-selling
        
        Faster marketing campaigns with better targeting.
        
        Improves understanding of brand reach and perception.
        
        Insight into thoughts on product, campaign or crowdsourcing of new product.
        
        More web traffic/ improved search engine rankings
        
        Analyse existing, new and future customers.
        
        Retain customers
        
        Customer care
        
        Social CRM benefits
        
        Interact and engage with customers in real time
        
        Monitor social media for complaints and resolve issues quickly
        
        Provide support over social media
        
        Track conversation for future dialogue with customer.
        
        Identify best time to launch certain products.
        
        Personalised marketing
        
        Store customer feedback to innovate
    - - Sales
        
        Maintaining close relationship with customers.
        
        Analysing sales figures
      - Marketing
      - HR