Solvis is a full-service management consulting company specializing in Customer Relationship Management. Our team's experience and technical know-how will help your company to develop and deploy effective, efficient, technologically savvy demand generation and customer loyalty solutions.
Social CRM is a whole new dynamic -
a way of approaching and cultivating customer relationships that's
focused on people instead of tools, collaboration instead of control,
and valuable experiences instead of transactions. How are these new
expectations changing the game, and what role do we play in the
Social Media efforts for marketing, sales and customer service are now part of your CRM and Call Center strategy. Not because you want to, but because your customers want. Your customers are already having conversations about your company or brand. Your customers are engaging other customers in many Social Media mediums and channels. Are you part of these conversations? Are your current CRM and Call Center strategies prepared to manage customers conversations?
This presentation (in Spanish and presented at the Mundo-Contact event in Mexico) covers key areas regarding Social Media: where are these conversations, tools to listen to these conversations, tools to help you engage customers, some Social Media examples already working, and, ideas and suggestions to prepare your organization for Social Media from the CRM and Call Center perspective.
The convergence of CRM, Call Center and Social Media is possible to SOA, Web Services and SIP standards. The more applications using these standards the easier will be to integrate Web 2.0 applications with existing CRM and Call Center applications.
Related presentations about Social CRM and Web 2.0:
Don't know where to start with your Social Media initiatives.We can help.
We have developed a Social Media methodology with a CRM focus that will help you identify opportunities to engage customer that are already having conversations about your brand or company in the Internet. Our social media analysis takes into account conversations in the different Web 2.0 mediums and channels, your digital and search marketing efforts, your main media and PR efforts, and your current CRM strategy.
We can help your company be part of these conversations and use your existing infrastructure (i.e. call center, web team, marketing team, etc.) to have engage customers in order the acquire and retain them.
We can help turn social media conversations into interactions and transactions - leads, opportunities, claims or customer service cases - to help your company be more engaged with your customers - customers that are using social media.
Our methodology will hep you:
Listen to conversations on the different social media and channels
Expand your CRM strategy to the Internet
Understand the key areas you need to fix in your current CRM before expanding to the Web 2.0
Understand key requirements in culture and business to maximize the relationship with customers
Use Web 2.0 channels - RSS, Blogs, Social Networking,
Videos, Social Sites, Social Bookmarking, Micro-Blogging, from the
business and technology perspective
Social CRM – a worldwide trend. Social CRM, also known as CRM 2.0
or Social Media, is a trend that it is still evolving and where the
consumer is in control. My take on this is that Social Media has
different mediums to engage the customer. A medium will be Facebook or
Twitter, and within each medium you have different channels. For
example, in Twitter, you could have an account for customer service and
another one for sales promotions – here you have two channels. Another
example is Facebook, you have applications, groups and pages – they all
This requires a different thinking in terms of culture, processes
and technology in your company. But the bottom line is that you will
need to have a team or structure dedicated to manage these social media
channels. Think of a call center, you have a director and supervisors
and agents. You will need some sort of structure for social media
We believe that Social Media (Social CRM or CRM 2.0) is still evolving but with the different contributions from PR, CRM, Advertising, Marketing, Sales and Customer Service folks, and most important, the contributions from consumers. The Social Media Maturity Level takes all of these contributions into account, but let's see how it evolves in the next 30 days.
Update: Jesus Hoyos will be taking part of the conversations. You can also follow the conversations via this RSS feed: http://sn.im/303030feed