Download - Social CRM - Socializing Customer Relations
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Social CRM
Socializing Customer
Relations
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Leon CK Leong Chief Business Development Officer
Techsailor – TO THE NEW
[email protected] sg.linkedin.com/in/leonck/
Email me if you’d like to have the slides
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Turning Customers into Friends
economically driven
emotionally driven
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Brand and Customer
relationships should
not be just about
contests, prizes and
promotions”
“
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Build touch points with your audiences
Service
Feedback
Ideas
Advocacy
Loyalty
Experience
Social
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On platforms where your target
audiences are active
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Only 6 out of 25 use cases in general use
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My Starbucks
Ideas collected
close to
200,000 user-generated ideas
Starbucks: Customer Innovations
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Lenovo’s Peer Support Community led to a 20% decrease in laptop service call volumes
Lenovo: Customer Service/Support
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Västtrafik: Customer Experience
Sweden’s Västtrafik
redefines the
public transport
experience for
tourists with a
mobile application
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Technology
3 sides to Cross-Channel Integration
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People
Understand your
Customer’s Journey
Identify your Brand’s
Influencers
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Process
Connecting
Social Data with
Business KPIs
Bridging
Technology Silos
in the business
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Technology
Technology audit on
existing systems
Integration of Social
CRM Functions /
Products
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Technology
Technology audit on
existing systems
Integration of Social
CRM Functions /
Products
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Email Leon [email protected] OR
Anshul [email protected]
If you would like a copy of the slides
Creating new customer experiences
on Social Media