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Cloud squads social crm simplified

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Ashish Seth
Ashish Seth

Social CRM simplified - Social CRM explained. Examples and Case studies. Presentation at GITPRO 2014.

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Social CRM Simplified Ashish Seth April 2014
CloudSquads Fact Sheet Team Solutions Company Social CRM - Marketing, Support & Collaboration Transformed 75+ F1000 customers Scale: 100M+ Transactions Founded 2009 Dominant enterprise social solution provider Seasoned Management team Team of Social Strategists and Technologists India Delivery Center Working with Cloudsquads we were able to deflect over 20% of our call volume.
3 CloudSquads is now part of Persistent Systems, Inc. as of February 2014
WHAT IS SOCIAL CRM? 4
Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer's ownership of the conversation. 5
6 What it is What it is not! A business strategy An integral part of customer experience Potential means to delight customers Part of key business functions Sales, Support and Marketing A FB page or Twitter handle One person managing HootSuite, writing company blog A one-off response to customer complaints on Social Channels A technical implementation of Customer Communities or Social CRM Software! It's not a social game. Its a multichannel game where companies and customers decide on how they want to communicate with each other and then proceed to do so in ways that ultimately (and hopefully) provide value to each of the parties involved. - Paul Greenberg
$ 6.0+ billion Market 7 2012 1.0 B 2014 2.5 B 2018 6.4B Enterprise Social Software (ESS) market growing 30%+ annually* Cloud-based solutions from Jive, Lithium, SalesForce & IBM dominate the market* * Source: IDC, Forrester and Gartner
Cloud squads social crm simplified
The (x)CRM Market even bigger 9
Another view of Social CRM 10 CRM SOCIAL COLLABORATION LMS/HR CMS SOCIAL WEB E m e r g i n g S o c i a l T e c h n o l o g i e s Y o u r E x i s t i n g I n f r a s t r u c t u r e COMMUNITIES / RATINGS & REVIEWS MARKETING/ ANALYTICS GAMIFICATION/ SSO / PROFILE
CASE STUDIES 11
Social Support 12 Of calls deflected Increase in CSAT20% 15% Unified Customer Experience across channels
Social Support 13 Of calls deflected Increase in NPS (Net Promoter Score)10% 25% Consistent SLA Attainment Unified Customer Experience Seamless CRM Integration
Social Marketing 14 Community Commerce
Social Marketing 15 Trader Retention Per Trader Transactions
Social Collaboration 16 Increased Innovation15% Reduced Communication costs58% 16 For customer confidentiality purposes, actual screen shots blurred.
17 Driving Employee engagement Improved Accuracy Better Conversions Engaged Sales team!
Driving Social CRM Success Operationalize Social CRM Biz goal/metrics & resourcing Make sure your social media messaging is consistent with brand Monitor what your customers are saying & respond quickly Put a human face (or name) on your social media conversations Use social profile data to augment contact information in your CRM Database. Identify and reward social influencers Choose the right platforms! Remember that social media isn't always the answer or the appropriate way to respond to a customer. 18
19 Ashish Seth ashish@cloudsquads.com @ash_seth http://cloudsquads.com/

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Cloud squads social crm simplified

  • 2. CloudSquads Fact Sheet Team Solutions Company Social CRM - Marketing, Support & Collaboration Transformed 75+ F1000 customers Scale: 100M+ Transactions Founded 2009 Dominant enterprise social solution provider Seasoned Management team Team of Social Strategists and Technologists India Delivery Center Working with Cloudsquads we were able to deflect over 20% of our call volume.
  • 3. 3 CloudSquads is now part of Persistent Systems, Inc. as of February 2014
  • 4. WHAT IS SOCIAL CRM? 4
  • 5. Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer's ownership of the conversation. 5
  • 6. 6 What it is What it is not! A business strategy An integral part of customer experience Potential means to delight customers Part of key business functions Sales, Support and Marketing A FB page or Twitter handle One person managing HootSuite, writing company blog A one-off response to customer complaints on Social Channels A technical implementation of Customer Communities or Social CRM Software! It's not a social game. Its a multichannel game where companies and customers decide on how they want to communicate with each other and then proceed to do so in ways that ultimately (and hopefully) provide value to each of the parties involved. - Paul Greenberg
  • 7. $ 6.0+ billion Market 7 2012 1.0 B 2014 2.5 B 2018 6.4B Enterprise Social Software (ESS) market growing 30%+ annually* Cloud-based solutions from Jive, Lithium, SalesForce & IBM dominate the market* * Source: IDC, Forrester and Gartner
  • 9. The (x)CRM Market even bigger 9
  • 10. Another view of Social CRM 10 CRM SOCIAL COLLABORATION LMS/HR CMS SOCIAL WEB E m e r g i n g S o c i a l T e c h n o l o g i e s Y o u r E x i s t i n g I n f r a s t r u c t u r e COMMUNITIES / RATINGS & REVIEWS MARKETING/ ANALYTICS GAMIFICATION/ SSO / PROFILE
  • 12. Social Support 12 Of calls deflected Increase in CSAT20% 15% Unified Customer Experience across channels
  • 13. Social Support 13 Of calls deflected Increase in NPS (Net Promoter Score)10% 25% Consistent SLA Attainment Unified Customer Experience Seamless CRM Integration
  • 16. Social Collaboration 16 Increased Innovation15% Reduced Communication costs58% 16 For customer confidentiality purposes, actual screen shots blurred.
  • 17. 17 Driving Employee engagement Improved Accuracy Better Conversions Engaged Sales team!
  • 18. Driving Social CRM Success Operationalize Social CRM Biz goal/metrics & resourcing Make sure your social media messaging is consistent with brand Monitor what your customers are saying & respond quickly Put a human face (or name) on your social media conversations Use social profile data to augment contact information in your CRM Database. Identify and reward social influencers Choose the right platforms! Remember that social media isn't always the answer or the appropriate way to respond to a customer. 18