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Social CRM Strategies for Business Seminar
London, UK, November 4-5, 2010
Steven Thurlow, CTO
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Sword <Business Unit> © Sword Group - 2 -
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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Sword <Business Unit> © Sword Group - 3 -
Is this SCRM?
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Sword <Business Unit> © Sword Group - 4 -
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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Sword <Business Unit> © Sword Group - 5 -
The icing needs a cake
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Sword <Business Unit> © Sword Group - 6 -
Engagement is a continuum
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Sword <Business Unit> © Sword Group - 7 -
Be excellent
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Sword <Business Unit> © Sword Group - 8 -
Be pro-active
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Sword <Business Unit> © Sword Group - 9 -
Speed of response
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Sword <Business Unit> © Sword Group - 10 -
Empower people – give them the tools
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Sword <Business Unit> © Sword Group - 11 -
Be transparent
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Sword <Business Unit> © Sword Group - 12 -
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