Social CRM

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Social CRM

Medallia

As part of a Customer Relationship Management (CRM or Social CRM) program, Medallia’s cloud-based Customer Experience (CX) software platform captures voice of the customer feedback across Web, social, mobile, and Contact Center channels, analyzes it in real-time, and delivers action workflows to executive, central and front-line teams for customer satisfaction, customer loyalty, Net Promoter scores and overall business performance

Oracle CRM – Social CRM

Oracle Social CRM was released in 2008 and combines traditional enterprise CRM capabilities with social networking and Web 2.0 technologies. The applications are designed to reflect the way sales people work by helping them identify qualified leads, develop sales campaigns and collaborate with colleagues to close more deals.

Oracle CRM – Social CRM

Other Social CRM Applications include Oracle Sales Prospector, Sales Campaigns and Sales Library. These applications are designed to work with any CRM applications, not just those from Oracle. These applications are provided using SaaS and paid for by a monthly subscription.

Social CRM

‘Social CRM’ (Customer Relationship Management) is use of social media services, techniques and technology to enable organisations to engage with their customers. As an emerging discipline, interpretations of Social CRM vary, but the most frequently quoted definition is from Paul Greenberg:

Social CRM

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.

Social CRM

Social CRM is often used as a synonym for Social media monitoring|Social Media Monitoring, where organisations watch services like Facebook, Twitter and LinkedIn for relevant mentions of their product and brand and react accordingly. However, this is too narrow an interpretation, as Social CRM also includes customer communities managed by the organisation themselves.

Social CRM – Applications of Social CRM

Social CRM has applications in marketing, customer service and sales, including:

Social CRM – Applications of Social CRM

* Altimetergroup.com|peer-to-peer Management, Real Story Group and Gartner have published research identifying common use cases for Social CRM. Paul Greenberg publishes an annual evaluation of the top companies in the CRM space.

Attensity

‘Attensity’ provides social analytics and engagement applications for social customer relationship management (social CRM). Attensity’s text analytics software applications extract facts, relationships and sentiment analysis|sentiment from unstructured data, which comprise approximately 85% of the information companies store electronically.

Medallia

As part of a Customer Relationship Management (Customer_relationship_management|CRM or Social CRM) program, Medallia’s Cloud_computing|cloud-based Customer Experience (Customer_experience_management#Customer_Experience_Management|CX) software platform captures voice of the customer feedback across Web, social, mobile, and Contact_centre_(business)|Contact Center channels, analyzes it in real-time, and delivers action workflows to executive, central and front-line teams for customer satisfaction, Customer_Loyalty|customer loyalty, Net Promoter scores and overall business performance.

Constant Contact – History

On February 16, 2011, Constant Contact acquired social CRM start-up Bantam Live.

Lithium Technologies – History

In November 2009, Lithium hosted the first annual Social CRM Virtual Summit which, according to USA Today, drew more than 2,200 registrants, and about half logged on for the 10-hour event. A quarter were from other countries.

Lithium Technologies – Awards Analysts

In October 2012, analyst firm Gartner Inc. ranked Lithium in the Leader’s Quadrant of the Social CRM Magic Quadrant. Lithium said the ranking by the industry analyst firm was based on Gartner’s evaluation of the company’s ability to execute on social strategy and overarching vision.

Giffgaff – History

Within 2010, their first year of operation, Giffgaff won two industry awards, the Forrester Research|Forrester Groundswell Award in November, also the Most Innovative Community Award at the Social CRM Customer Excellence Awards. In November Giffgaff were nominated for the Marketing Society’s Brand of the Year but lost to the department store John Lewis (department store)|John Lewis.

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https://store.theartofservice.com/the-social-crm-toolkit.html

https://store.theartofservice.com/the-social-crm-toolkit.html

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