social crm strategies for business summit presentation
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Social CRM Strategies for Business Seminar
London, UK, November 4-5, 2010
Steven Thurlow, CTO
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SCRM and Social Media
SCRM ≠ Social Media interactions
SCRM >> Social Media interactions
Social Media is a new, vital and exciting set of channels
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Is this SCRM?
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Twitter as customer service?
“The need to broadcast a problem to the world would not be necessary if the customer had confidence that their issue would be solved timely and to their satisfaction.”
“If your customers are trying to get your attention on Twitter to solve a specific ‘me only’ problem, your processes are either horribly inefficient, broken or you have product issues.”
Mitch LiebermanOct 2010
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The icing needs a cake
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Engagement is a continuum
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Be excellent
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Be pro-active
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Speed of response
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Empower people – give them the tools
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Be transparent
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Be Social: Ciboodle Crowd
Full integration to Ciboodle One, the intelligent desktop
Unanswered questions
highlighted for agent action
Community rating identifies your most
influential social customers
Moderation scans for inappropriate
content
Full view of interactions from all
social media channels
Integration to all social channels
Fully customisable to your organisation’s brand
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