Seamless Integration of CRM with Social Media!

Social CRM Overview Thumb – Digital Marketing

Since the inception of Web 2.0 businesses need CRM solution which seamlessly Integrates Social Media to their Customer Relationship Management applications. Please review following Infographic which is first in the series of 10 graphics.

Social CRM Overview – Digital Marketing

Content In Graphic:

• Find
  • Planning : Triggers to start this process might be product or service launch or Continual Improvement of Service Level from “Keeping” phase:
    • Producer Oriented Marketing Mix: Organization Perspective (7P’s)
    • Consumer Oriented Marketing Mix: Customer Perspective (7C’s)
    • Access to Knowledge Management for getting idea of previous experience of similar campaigns.
    • Project Management tools for planning
  • Execution, Monitoring and Control Tools:
    • Dashboard for all social media sites
    • Workflow Manager to apply business rules
    • Scheduling for Posts, Blogs
    • Contacts segregation as per customer demographics.
    • Alert Management for comments.
    • Tracking  of actual results with Planned activities/expectations
    • Project management tools for execution, monitoring and controlling
  • Closure:
    • Project Management Tools for Closure of Project
    • Database Development of leads generated as per demographics
    • Planned vs Actual Comparative Study of the campaign
    • Assigning criteria
    • Addition to Knowledge Management System
• CONVERT
  • Lead Management
    • Applying Sales Criteria to all leads received from “Finding” phase.
    • Organizing leads as per the criteria so that Hot Leads should be handled with high priority and so on.
  • Planning
    • Developing Visitation and Interaction Plan (What, Where, When, How)
    • Sales staff profiling as per their past sales performance. In which industry they sold, what was their  conversion rates and  classification of staff as per their selling approach.
    • Leads and sales target assignment to staff.
    • Access to knowledge management of previously planned vs achieved results
    • Interaction and collaboration tools for conducting training.
  • Execution and Conversion
    • Dashboard for interactions with all social media and traditional visitation approach.
    • Access to sales tools like presentations, infographics, product literature, videos, testimonials etc.
    • Assigning Probabilities to each lead after all interactions
    • MIS reporting on Sales Force interaction and selling approach to show assigned vs actual selling progress.
    • Tools for Sales order processing or closing leads
    • Registering success stories and failures in Knowledge Management System
• KEEP
  • Complaint & Issue Management
    • Workflow Manager to apply business rule of Complaint and Issue Management System
    • Dashboard to interact to all social media and conventional means like VoIP.
    • Media Sharing with Social media for trouble shooting guides like Videos, Documents, Audios or Diagrams.
    • Closing issues and logging information in Knowledge Management.
  • Customer Feedback and Appraisals
    • Workflow Manager to apply business rule of Complaint and Issue Management System
    • Dashboard to interact to all social media and conventional means like VoIP.
    • Assigning satisfaction levels to all customers and logging into knowledge Management System.
    • Requesting like and Invitation to company social media fan page
    • Development of testimonials in collaboration with client
  • Continual Improvement of Service Level or Product Development
    • Analysis deliverables of Complaint Management and Customer Feedback.
    • As Is Analysis
    • To Be Analysis
    • Gap Analysis

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