Social CRM
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If there is a characteristic that makes the current conversation on Social CRM so interesting and challenging, it is probably its intrinsic nature inherently disrespectful of departments, business functions, inside-outside boundaries, separate processes. Even only to imagine an organization that is able to generate business value strategically and operationally putting the customer at the center probably requires smoother operations and more transparent, more integrated, more coordinated actions from all the constituent parts. As if you suddenly pass by a group of soloists in separate rooms to an entire orchestra that plays in equilibrium but around the notes of a new musician that nobody knows. Why so giving yourself so much trouble?
An Integrated Social CRM Process
Support Client
Ambassadorship
Mecontentement
Definition of Social CRM - Explained! | Dr. Harish Kotadia
In one of my earlier post , I defined Social CRM as follows: Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty . Loyalty is defined as attitude towards a brand that inclines a customer to repurchase it and/or recommend it to others.
The elimination of decades of inadequate communication channels will suddenly unleash a tide of many opportunities, as well as challenges, for most organizations. As Web 2.0 applications move more deeply into the strategic operations of enterprises, a unique hybrid of social software has emerged to help businesses deal with the giant sea of customers that awaits them on the other side of the network. While Enterprise 2.0 tools , primarily aimed at collaboration, are certainly part of this story, they often don’t help companies enjoy the full range of possibilities when it comes customer-facing social computing. Enter the rapidly emerging Social CRM space, an area that’s become significant enough that there’s now a dedicated blog on the subject here on ZDNet by the terrific Paul Greenberg.
Using social software to reinvent the customer relationship | ZDNet
Graphique Oui oui j'ai bien conscience que tous ces mots n'ont pas de signification précise pour tout le monde, cependant, si vous travaillez dans le marketing vous devez au moins en connaître 1 (indice : il commence par un C…le CRM donc : Customer Relationshp Management ou la gestion de la relation clients autrement appelée emailing/mailing…non je plaisante mais bon...). Globalement, il s'agit de créer une base de données hyper précise sur ses clients et de pouvoir prédire en fonction du fameux RFM (Récence, Fréquence, Montant - on a pas trouvé meilleure segmentation) les prochaines actions de ses clients et donc de leur envoyer les messages en pertinence. Ah... le doux rêve d'avoir une base homogène entre les boutiques, le web et les autres canaux de distribution, une base bien renseignée avec des champs identiques, sans duplication et sans erreur…
Grégory Pouy - Echanger ses idées !: Il est temps de changer votre relation client ! Du CRM au VRM en passant par le SocialCRM
The “S” in SCRM is not about Social Media « Wim Rampen's Blog
Today I read a tweet by Ray Wang where he states that he “doubts Social CRM (SCRM) will replace CRM. They augment each other. S is just a new but powerful channel. What do you think?”
Social CRM et SRM (Social Relationship Management) : définitions - Social Media, Community Management, Social CRM, e-Reputation par Cédric Deniaud
Je commence à lire des premiers écrits en France autour du Social CRM et du SRM (Social Relationship Management) : Social CRM : créer des enthousiastes de votre marque , Pour tout comprendre sur le Social CRM et Le CRM s'invite sur Facebook . La première chose c'est que ce sont deux concepts différents qui ne recoupent pas la même réalité malgré aujourd'hui certains écrits publiés qui tendent à les rendre synonymes. Le Social CRM : le client est centralThe debate and discussion about what defines Social CRM a.k.a. CRM 2.0 vs. its traditional parent has been going on for about 2 years pretty regularly and started, according to thought leader Graham Hill almost a decade before that. Personally, I'm done defining it and am moving on. I think enough time has been spent trying to decide what we're calling it and what it is.
