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Salesforce.com Day Mexico 2009
Originally uploaded by solvisconsulting
On June 23 in Mexico City, Salesforce.com had a seminar to preview the new release and demo the Service Cloud solution which integrates Facebook and Twitter with the traditional CRM.
Follow the tweets from the event here (Spanish): #sfdcmx and #mx0609.
Listen to the Podcast (English): Salesforce Day in Mexico with Lindsey Armstrong and Jesus Hoyos.
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Go to this link #soccrm - twazzup to follow the tweets from the Social CRM Twebinar hosted by Radian6. Great content about CRM and Social Media.
Radian6 now offers integration with Salesforce.com and Webtrends! Solvis is partnering with Radian6 - updates to come soon!
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The Rockstars of Social CRM, Hosted by Chris Brogan and... - Eventbrite.
Don't miss this webminar with @chrisbrogan, @lebrun, @comcastcares, @pgreenbe, @brentleary and @mwthomasNA.
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
evolution?
Join Radian6, Chris Brogan, and The Rockstars of Social CRM for an interactive, fast-paced participant round-up & panel to discuss why social CRM needs our attention.
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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:
Solvis Consulting @ Slideshare
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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:
Contact us for more information to see how we can help with your Social Media strategy.
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Lexnet Consulting interviewed Jesus Hoyos about different CRM topics. One topic is about the biggest CRM trend - Social CRM:
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 are channels.
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 channels.
More of the interview here: Interview with CRM Expert Jesus Hoyos Lexnet.
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Take a look at this post - Social Media Maturity Model: 30 Posts, 30 People, 30 Day, by Joshua Weinberger (Managing Editor, CRM magazine). He is conducting an interesting experiment - discuss and create conversations in 30 days about a proposed Social Media Maturity Level. The participants of the discussions are a roster of CRM and social media all-stars, plus your comments - great idea by destinationCRM and Joshua Weinberger - crowdsourcing in action!
The conversation already started - see this post by Michael Faoscette - Social Media Maturity Model: The Conversation Begins. We will be updating this post's comments with every conversation from this experiment.
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
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Social Media Monitoring Partner - Radian6