Social CRM World ( SCRM )» Social CRM ( SCRM) Blog on use of Social Media, Social Networking by B2C and B2B companies.

Social Business Top News for November 10th from 10:52 to 14:03

admin — Tue, 25 Oct 2011 20:00:00 +0000

These are my links for November 10th from 10:52 to 14:03:

Social Business Top News for October 20th from 07:00 to 11:50

admin — Fri, 02 Sep 2011 20:00:00 +0000

These are my links for October 20th from 07:00 to 11:50:

Social Business Top News for October 6th from 10:09 to 13:45

admin — Sun, 24 Jul 2011 20:00:00 +0000

These are my links for October 6th from 10:09 to 13:45:

Social Business Top News for October 6th from 05:01 to 09:41

admin — Sat, 23 Jul 2011 20:00:00 +0000

These are my links for October 6th from 05:01 to 09:41:

Social Business Top News for September 29th from 10:35 to 15:23

admin — Tue, 05 Jul 2011 20:00:00 +0000

These are my links for September 29th from 10:35 to 15:23:

Social Business Top News for September 2nd from 08:00 to 11:18

admin — Thu, 02 Sep 2010 20:01:23 +0000

These are my links for September 2nd from 08:00 to 11:18:

Bookmarks for August 26th through August 27th

admin — Fri, 27 Aug 2010 17:00:08 +0000

These are my links for August 26th through August 27th:

Social Business Top News for August 19th from 13:55 to 19:43

admin — Fri, 20 Aug 2010 04:02:46 +0000

These are my links for August 19th from 13:55 to 19:43:

Social Business Top News for August 13th from 14:04 to 23:04

admin — Sat, 14 Aug 2010 08:04:21 +0000

These are my links for August 13th from 14:04 to 23:04:

Social CRM Deployment Methodology [example].

admin — Wed, 29 Dec 2010 18:37:30 +0000

Many companies are starting their “Social journeys”.. Many of them are trying to attack the issue on how to use Social Media channels for business at a company level across business processes.

My recommendation is to assess the use of social media channels for specific business processes – such as sales, marketing, supply-chain, etc.. on per-business-process basis. The functional business unit will need to own those “social” extensions to their core business processes anyway. There might be limited subset of functions that will make sense to deploy as shared services, however most of the functions should be owned by BUs.

Let’s walk through this example:

Customer Service/Support Business Processes.

You were asked to come up with Social Media strategy for Customer Service/Support functions. Where to start???

Here is a quick step-by-step methodology that can help you to get started!

Phase 1.

Analysis

– You need to decide which social media channels to pick for the initial phase of deployment : blogs, forums, social networks, etc;

o First create a list of all social media channels to review [long list];

o Then decide on how you are going to evaluate these channels – in some cases the channel that is not a highest in use by your customers might have a very high weighting factor in terms of influence on readers, etc..

o Decide on how you can collect data needed for this evaluation;

o Evaluate;

o Pick 1-2 channels to start social support on.

– Suggest people/roles to manage these new channels, assess the impact on their current activities;

– Gather requirements on integration, reports and analytics, workflows, document them;

– Change Management team has to be informed about this initiative and get involved;

– Other departments, such as Training, Product Management, IT, etc.. have to be notified and included in discussions.

Phase 2.

Design .

In this phase you need to decide:

- What tools to use to monitor selected channels on on-going basis;

- How often to monitor/report;

- Who is responsible;

- Design of Workflows (who, when, does what, triggers, processes);

- Design of Integrations into back-end systems;

- Design of analytics and reports;

- Training materials/plans have to be designed;

- Development and implementation plan [time/resources] have to be completed.

- Cross-functional processes are designed.

Phase 3.

Implementation:

- Selected tools are deployed;

- Assigned employees are trained;

- Integration is done;

- Reports/workflows are developed.

- New processes/Tools have been tested.

- System goes live.

I am intentionally over simplifying phases/steps in this sample Social Support Deployment Methodology as I am looking for your input here: what worked, did not work for you?

Looking forward to reading your comments!