Your brand is tweeting – what to measure and why?
Brands spent time, resources, money on Twitter efforts. How to measure and analyze the results? Twitter is one of the Social CRM channels.
What company can learn from its Twitter map?
Companies are trying to measure their social media efforts. Twitter maps could be used to help. Social CRM efforts should be measurable.
“Have you installed phone lines before?” – “No, but I love talking on a phone”
When we are looking for any type of service provider for our household needs we ask all kind of questions, check references, get multiple bids. We know and understand well what we are looking for and what questions we need to ask.
When we face the similar situation at work – we need to find Social CRM consultants, people who can help us to extend our sales, marketing, customer service/support processes into this new potentially big highly unknown to us world – social media/networking – we get completely lost.
“Live” Agent – is this the solution to your problem?
Social CRM triggered the whole new level of discussions around automated/self-service support options. People are demanding real-time interactions with the “live” person. Everywhere they go. Why? Because they [for some unexplainable reasons] still think [despite all the realities] that the best customer service can only come from “live” interaction with the agent.
Self-Service and Social CRM – friends or …. ?
Two schools of thoughts are fighting these days around the following issue: how customers should be treated in social media space. Can customer service/support interactions be automated or the whole nature of social media channels dictates one-on-one personal conversation-based communications.
Is Social CRM or SCRM for real?
This was one of the best meetups on Social CRM. The topic is still very hot. Social CRM – is this a space on its own or it is an extension/feature of the existing CRM applications? Some people decided to complicate these discussions even more by introducing the brand new space SRM – Social Relationship Management… I really want you to watch this video and share your thoughts.
Social CRM for B2B companies – it’s not that simple!
I’ve seen way too many posts lately about why B2B companies should be using Social CRM ( SCRM, social media, social networking) channels for their businesses. Most of them did not make ANY sense to me.
“Social” space – 2010 predictions.
This is the time of the year when people start predicting major trends for the upcoming year. After careful considerations I decided to publish mine – focusing on major trends in “social” space: Social CRM, Social Media/Networking. And I will do it by categories – makes more sense to me, hope to you too!
Social CRM ( SCRM ) and Level 1 Customer Service and Support
SCRM and Level 1 Customer Service and Support
Let’s try to analyze the impact of social media/networking channels on your Level 1 customer support operations.
Successful Social CRM Project
How do you measure your Social CRM project? You invested time, resources, money – what did you get in return?
