Do I Really Need a Social CRM for My Business?

agora pulse

To build and maintain these relationships many businesses use social CRM tools. What is a “social CRM” and what does it do? When you say these two magic words, most of us start thinking of social CRM tools, instead of the actual process. A social CRM strategy puts the customer at the forefront. . If you have a social customer relationship management strategy then you’ll also have a process to implement it, right?

Is Social CRM the key to growing membership?

SocialFish

We’re working with Avectra on an ambitious project about Social CRM for Associations ; we’ll be having several conversations about the topic, on both of our blogs, in person with any interested association execs ( contact us if you’d like to participate and we’ll send details), and at ASAE’s Annual Meeting in St Louis in August. We’ve also written a white paper on Social CRM for Associations, which is out very soon.

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White paper on Social CRM for associations

SocialFish

Who owns Social CRM? Making member management social takes teamwork. We’ve just published our latest white paper, Social CRM for Associations: What association executives should know about applying social media to membership management. Social CRM refers to both a business strategy for managing customer relationships in the age of social media and also the evolving technology that helps organizations do this. Social profile mapping.

Why The Term “Social CRM” Is Just STUPID!

SocMed Sean

Social CRM. Does adding Twitter to your CRM process make it more social? Photo by Andres Rueda on Flickr, licensed under Creative Commons For those of you who don’t know what CRM stands for, it’s Customer Relationship Management and it’s a term often used by software vendors like SalesForce.com to describe their products. ALL CRM IS SOCIAL. Because customer relationship management, automated or not, is social.

Social CRM with Google contacts and Rainmaker

Laurel Papworth

What is Social CRM? Well, imagine looking up a client’s contact details in your current customer relationship management system (CRM) to give ‘em a call and your contact rolodex tells you their social information: that they are on holiday in a warm location, that they are annoyed and in a bad mood with their boss and/or team and that they are leaving the company when they get back home from Vanuatu. Rainmaker: Social CRM for Google Apps.

Moving From Back Pats to Business, Social CRM Is For Real

Convince & Convert

As marketers try to determine appropriate resourcing, one of the big measurement and accountability challenges faced by social media is the anonymity inherent in most social data. Indeed, smart companies track social media’s impact on desirable behaviors such as lead generation, repeat website visits, and even corollation-derived ROI. But in almost every case, the evidence that social media “works” is based on aggregate, anonymous data.

What’s a social CRM going to do for my business?

Janet Fouts

According to Altimeter Group’s Jeremiah Owyang , social CRM will give businesses a way to really focus on listening to what their customers want and still have time to do business. In it’s most basic form the concept is to allow you to cross reference what your customers are saying in social media circles as individuals and as a group with what you know about them from a business standpoint. Steve Farnsworth, Jolt Social Media. Are you using a social CRM?

Social CRM Use Case 5: Recruitment

SocialFish

Our [SocialFish] definition of Social CRM is “the discipline of applying social media to membership management”, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. In ALL cases, you should be building your community on social media sites before you even think about ROI. Connecting the dots between purchases and social capital for member recruitment. Social CRM and ROI

Social CRM Use Case 7: Member Services

SocialFish

Our [SocialFish] definition of Social CRM is “the discipline of applying social media to membership management”, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. In ALL cases, you should be building your community on social media sites before you even think about ROI. Monitoring social conversations for actionable improvements to member services. Social CRM and ROI

Social CRM Use Case 6: Retention

SocialFish

Our [SocialFish] definition of Social CRM is “the discipline of applying social media to membership management”, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. In ALL cases, you should be building your community on social media sites before you even think about ROI. Better retention rates through social profile mapping. Social CRM and ROI

Why Influence Mining is the Next Gold Rush | social crm | Social.

Convince & Convert

Skip to content Skip to navigation Skip to footer Convince and Convert Blog: Social Media Strategy and Social Media Consulting Social Media Strategy Blog Social Media Consulting Blog Social Media Consulting Speaking Newsletter Free Social Media Tools Twitter Interviews About Lijit Search Why Influence Mining is the Next Gold Rush August 10th, 2010 |Written By: Jay Baer | View Comments Tweet Inherently, we understand influence.

Social CRM Use Case 2: Socializing educational content for member retention

SocialFish

Our [SocialFish] definition of Social CRM is “the discipline of applying social media to membership management”, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. In ALL cases, you should be building your community on social media sites before you even think about ROI. Socializing educational content for member retention. Tools – AMS, community platform, webinar platform.

ROI and Social CRM Use Case 1: Using LinkedIn for Member Recruitment

SocialFish

Our (SocialFish) definition of Social CRM is “ the discipline of applying social media to membership management “, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. In ALL cases, you should be building your community on social media sites before you even think about ROI. The recipe: Your goal – to identify member prospects who engage on social media and convert them to members.

Social CRM Use Case 4: Conference social media campaigns to increase outreach and lead generation

SocialFish

Our [SocialFish] definition of Social CRM is “the discipline of applying social media to membership management”, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. In ALL cases, you should be building your community on social media sites before you even think about ROI. Conference social media campaigns to increase outreach and lead generation. Social CRM and ROI

Social CRM Use Case 3: Optimize and socialize your member services

SocialFish

Our [SocialFish] definition of Social CRM is “the discipline of applying social media to membership management”, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. In ALL cases, you should be building your community on social media sites before you even think about ROI. Optimize and socialize your member services. Social CRM and ROI

Is Twitter for Business Even Worth the Trouble | social crm.

Convince & Convert

Skip to content Skip to navigation Skip to footer Convince and Convert Blog: Social Media Strategy and Social Media Consulting Social Media Strategy Blog Social Media Consulting Blog Social Media Consulting Speaking Newsletter Free Social Media Tools Twitter Interviews About Lijit Search Is Twitter for Business Even Worth the Trouble? but Twitter (or any other social media tool) is just one of many tactics and channels used in marketing communication.

Using Online Community to Increase Member Retention

SocialFish

And of course I was excited to get a chance to talk about my favorite subject, online community, with my friend Josh Paul , in the session we presented yesterday, Using Online Community to Increase Member Retention. Suppose you’re not obsessed with online communities like I am–you might wonder how online community can help increase member retention. Two of these three can be addressed/alleviated with online community. Online community can.

Ready to Grow ROI? Online Communities Can Help You Generate New Revenue Streams

SocialFish

Resource: Case studies on how to leverage your online community to find untapped revenue sources. Online communities are inherently useful outlets for growth and increased revenue. Any community can use advertising, vendors, events and other unique revenue streams to help its organization to flourish. Every online community manager needs to be prepared for the day when the powers-that-be ask ‘What’s the ROI of our community?’”

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Quote of the Week: on Private Communities

SocialFish

My bold… Private online communities offer secure spaces for customer intimacy programs, product innovation summits, and peer-peer idea exchanges. As businesses and individuals discover the strong operational returns they can get from these communities, they are creating a quiet but powerful social business revolution. More: As public social networks such as LinkedIn and Twitter continue to grow, additional small affinity-based social networks will also keep emerging.

4 Steps to Boost Your Social Media Engagement

Convince & Convert

Simply too many brands use social media as a free advertising platform where they can sell, sell, sell. While the drive to push sales on whatever platform available is admirable, social media (as most of us have realized by now) plays by different rules. Social media instead demands a symbiotic relationship between brands and their fans. Mention allows you to track and analyze your brand’s position over time, helping you judge the effectiveness of your social media efforts.

Permission is the Enemy of Speed

Convince & Convert

This week I’ve been writing about speed and response expectations for business on the social Web. The companies that engage customers on Twitter and Facebook within minutes are making a none-too-subtle statement about their embrace of the social telephone and the primacy of the customer. How do you become uber responsive to your customers on the social Web? Ultimately, speed wins.

4 Strategies for Improving Social Engagement

Convince & Convert

Simply too many brands use social media as a free advertising platform where they can sell, sell, sell. While the drive to push sales on whatever platform available is admirable, social media (as most of us have realized by now) plays by different rules. Social media instead demands a symbiotic relationship between brands and their fans. Mention allows you to track and analyze your brand’s position over time, helping you judge the effectiveness of your social media efforts.

20 Ways to Generate ROI from a Corporate Blog

Webbiquity SMM

The “ROI of social media&# (or lack thereof) is a hot, and still hotly contested, topic. I summarized arguments from both sides a few months ago in The Social Media ROI Debate. More recently, numerous writers including Olivier Blanchard , Neil Glassman and Mark Schaefer have tried to make the case that social media ROI is real, can be measured, and must be measured. The core of social media marketing efforts should be the corporate blog.

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What’s in Your Community Manager Job Description?

SocialFish

This post originally appeared on Online Community Results. SocialFish and OCR partner on many online community strategy and implementation projects – contact us if you need help with yours. ————— Are you thinking of hiring a community manager? Here’s a sample community manager job description for you. SAMPLE JOB DESCRIPTION: ONLINE COMMUNITY MANAGER. Promotes and evangelizes community activities internally.

Research-Driven Ideas for Social Data

Mindjumpers

Attending the European Conference of Information Systems in Tel Aviv last week, I was happy to find that areas such as data visualization, predictive analytics, social CRM and ROI etc found their way into the conference. Industries such as marketing now rely heavily on a new field of social data science to make sense of the large quantities of information about their brand community. Predictive Modeling of Social Activity.

Hurry! Registration for the PCMP closes soon!

SocialFish

Not for long, but there’s still time to register for the Private Community Management Certificate Program , worth 8 CAE credit hours. Content Strategy Featured From the Trenches Implementation Mark Your Calendars Open Community Social CRM and ROI Social Learning SocialFish News Spaces are limited, but there’s still time to secure your spot! Need more info? Download this free preview of the content you’ll learn in the program! Questions about the program?

[Cool Social Tools] Hot Online Community Platforms for 2015

SocialFish

And associations need to do if it they’re shopping around for an online community platform. It was our pleasure to team up with SocialFish for the 2014 Online Community Software Selection Guide — there were more than 3,000 downloads! Listed alphabetically: CareHubs : Relatively new on the scene, this online community platform’s killer app is the fact that it’s HIPAA-compliant. This year they’ve also partnered with us on the Essentials of Online Community Management course.

How and Why Data Syncing Matters to Your Online Community Setup

SocialFish

This post originally appeared on Online Community Results. We partner on many online community strategy and implementation projects – contact us if you need help with yours. ———– The connection between your back office CRM or AMS and your online community is the most critical part of any community implementation. One-way and two-way data sync : Most community platforms I’ve worked with accept data from the AMS in a one-way data transfer.

[Cool Social Tools] Hot Online Community Platforms for 2015

SocialFish

Guest post by Teri Carden and Ben Martin of Online Community Results. And associations need to do if it they’re shopping around for an online community platform. It was our pleasure to team up with SocialFish for the 2014 Online Community Software Selection Guide — there were more than 3,000 downloads! Listed alphabetically: CareHubs : Relatively new on the scene, this online community platform’s killer app is the fact that it’s HIPAA-compliant.

Please Aggravate Me: Is Gamifying Customer Service a Reality

Convince & Convert

She is also founder and principal of Genuine Media, a marketing agency that helps clients build their individual and brand reputation through social media. Social games have become the online version of popular reality TV shows – having an astounding impact on our leisure and down time. According to a report focusing on online casual and social games from market research firm Newzoo , 126 million Americans, or 87% of the 145 million U.S.

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Please Aggravate Me: Is Gamifying Customer Service a Reality

Convince & Convert

She is also founder and principal of Genuine Media, a marketing agency that helps clients build their individual and brand reputation through social media. Social games have become the online version of popular reality TV shows – having an astounding impact on our leisure and down time. According to a report focusing on online casual and social games from market research firm Newzoo , 126 million Americans, or 87% of the 145 million U.S.

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The Intersection of Online Communities and Learning Management Systems

SocialFish

This post originally appeared on Online Community Results. SocialFish and OCR partner on many online community strategy and implementation projects – contact us if you need help with yours. We’re seeing some interesting things going on in the association industry at the intersection of online communities and learning management systems (LMS). Abila, the folks who introduced the concept of Social CRM to the association market, acquires Peach New Media.

Are We Making Our Fans Work Too Hard?

Convince & Convert

Tweet Just because you CAN do something in social media, doesn’t mean you SHOULD. The future of marketing is to decentralize and be part of platforms and communities that your customers prefer, not insisting that they meet you on your field, and play by your rules. This point was driven home for me recently when reading an AdAge article about CKE Restaurants (Carl’s Jr. and Hardees) launching their own mobile loyalty cards via iPhone and Android app.

Australia Sharepoint Conference June 16/17 2010

Laurel Papworth

Sort of like the old Enterprise software but all in a browser (not client/server solutions) and lots of social stuff wrapped around it. I had a look at the speakers and subjects – some people will be put off by the nature of the technical streams but the Business and Voice of the Customer Streams look intriguing: Why you need to be more social! Social Computing” is popping up everywhere. Any social media stuff we should know about? Interesting.

The Social Executive

SocialFish

Social business is good business. “Access to communities and networks improve efficiency and quality.” The Social Executive. View more presentations from The Community Roundtable. Featured Social CRM and ROIBut don’t just take our word for it. ” Check out this GREAT slide deck by Rachel Happe.

NEW! Artomatic Diaries, A Living Social Media Case Study

SocialFish

As some of you may know, a couple of weeks ago I was engaged to run social media for Artomatic , an amazing all volunteer-led nonprofit arts festival in the DC area (and newly licensed globally a la TEDx.). Artomatic’s mission: Artomatic works to strengthen the artist community; build an audience for that community and helps focus attention on the use of temporary space for its events and the community of artists.

Humanize in Action: great social media is possible even in a regulated industry

SocialFish

Can a bank be a social business? TD Bank Group: Becoming a Social Business: Connecting TD Customers & Employees — presented by Wendy Arnott from SocialMedia.org on Vimeo. In her BlogWell New York presentation, TD Bank Group’s Vice President of Social Media & Digital Communications, Wendy Arnott, talks about how they are becoming a social business by engaging employees and connecting customers with experts. So, Wendy asks, “How can TD be a social business.

Don’t Delay – Registration is open for the PCMP!!!

SocialFish

We’re back in business, better than ever, and ready to open the doors for the second installment of our wildly successful Private Community Management Certificate Program. Designed for association community managers and association executives with community management as part of their job responsibilities, this 8-week online course provides: Fundamentals of community management strategy, including skills to nurture (or troubleshoot) any online community.

Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

Skip to content Skip to navigation Skip to footer Convince and Convert Blog: Social Media Strategy and Social Media Consulting Social Media Strategy Blog Social Media Consulting Blog Social Media Consulting Speaking Newsletter Free Social Media Tools Twitter Interviews About Lijit Search 7 Reasons Not to Put All Your Eggs in the Twitter Basket March 16th, 2010 |Written By: Jay Baer | View Comments Tweet Are you too Twitter-obsessed in your social media approach?

How and Why Data Syncing Matters to Your Online Community Setup

SocialFish

This post originally appeared on Online Community Results. We partner on many online community strategy and implementation projects – contact us if you need help with yours. ———–. The connection between your back office CRM or AMS and your online community is the most critical part of any community implementation. One-way and two-way data sync : Most community platforms I’ve worked with accept data from the AMS in a one-way data transfer.