Eight Essential Building Blocks of (Social) CRM
The year was 1995, and the research firm Gartner coined the first definition of CRM: “Customer Relationship Management is a business strategy with outcomes that optimize profitability, revenue, and customer [more…]
What is Social CRM?
There are many forms and definitions surrounding the idea of social CRM. The basic idea is that multiple business units interact using the social web (social media). You have the ability to overlay the [more…]
Does Business Gamification Really Work?
In short, yes, gamification works. That being said, gamification is not a panacea for your business woes. If your business or product is lousy, or if you're at the bottom of a dying industry, gamification [more…]
Use Location to Develop Social CRM Mobile Campaigns
Location figures prominently in the use of mobile devices and Social CRM. If a user is willing to share her location, an app can show her a variety of suggestions about what to do in her current location [more…]
How to Create a Customer-Centric Social CRM
Brian Vellmure, principal and cofounder of management consulting firm Initium, outlines his process for creating a customer-centric social CRM and the opportunities it presents. Social CRM is a five-step [more…]
How to Define Processes That Yield Insights for Your Social CRM
Social CRM is driven by customers having and driving the experience with your brand. As a brand representative, you aid in gaining insight and moving the conversation forward, and these customer interactions [more…]
The Path of the Social CRM Buyer
Some salespeople still need to be convinced that Social CRM adds value to their efforts. Try following the path of a consumer. Previously, salespeople conducted B2B sales in the same way as the generations [more…]
How to Establish a Sales Profile with Content for Social CRM
Sales profiles can e very useful for the Social CRM salesperson. A salesperson is most often required to use the collateral her company provides. Usually, she can use product sheets, white papers, and [more…]
The Social CRM Setup
Because social CRM is a nascent concept, it can be hard to get your arms around all the factors that affect customer service. To understand how social media has added a layer to CRM systems, look at it [more…]
Customer Touch Points for Your Social CRM Loyalty Program
To show customers that you’re available to hear them for your Social CRM, you want to be present at all your customer touch points — the channels where the brand interacts directly with customers. These [more…]
The Future of Social CRM Analytics
Marketing and PR initiatives have their own set of metrics. Thus, the future of Social CRM analytics can be difficult to predict. What works for those avenues toward customer engagement can't be applied [more…]
The Change to Social CRM
Many companies have issues with the change to Social CRM, which could be associated with the speed at which technology changes or fear of making the wrong decisions. However, the issue with change management [more…]
How Tablets Support Social CRM
Tablets are the new tool to have for a salesperson, especially a salesperson dedicated to Social CRM. Although there were skeptics who thought the iPad wouldn’t be popular, it has sold more units in a [more…]
Why Loyalty Programs are Important for Your Social CRM
How can a loyalty program help your Social CRM campaign? Fred Reichheld — author of several seminal books on loyalty, including The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven [more…]
Should You Use Employees’ Outside Connections for Your Social CRM?
Drawing on your employees connections can be a valuable tool for your Social CRM. Employee participation can be especially valuable to a company when employees are permitted to draw on their own social [more…]
Best Practices for Social CRM Media Governance
Because social media technologies continue to evolve, it can be hard for Social CRM managers to address all the issues related to social media governance. It can be helpful to look at the UBM Techweb Technology [more…]
Which Social CRM System Will Meet Your Needs?
There are many options for Social CRM systems and it is important to do some research to determine which is best for your company. You can begin by determining what information is most important to you [more…]
How to Deliver Bad News to Clients with Critical Conversation Skills
Public relations with customers and critical conversations have much in common. Just like a critical conversation, public relations delivers bad news to customers through an open and honest environment [more…]
How to Face a Hostile Customer using Critical Conversation Skills
Critical conversation skills can help you deal with a hostile customer,. Hostile customers often disrupt the workplace, but critical conversation skills, carefully applied, can help keep aggressive customers [more…]
Use Critical Conversation Skills on Customers Who Demand the Boss
When a customer threatens to call the boss, you can ignore it, or use critical conversation skills to diffuse the situation. Critical conversation skills can help you and the customer not only find a solution [more…]
