Video: Thoughts on Social CRM for Small Businesses

Dave Fleet

Social CRM is a hot topic right now. As companies’ use of social media tools begins to mature from a pure marketing focus to more of a social business focus, the various use cases of social CRM are gaining more attention from practitioners. In fact, I’m in the middle of reading a book on social CRM right now ( The Social Customer , by Adam Metz ). social media social crmTweet.

The Eight Best Social CRM Tools

Webbiquity SMM

Social customer relationship management (CRM) was being written about as a distinct product category as far back as 2008, but market interest really began to take off the following year. According to Google Trends , the average number of monthly web searches for the phrase “social CRM” quadrupled from June 2009 to June 2011. How does social CRM differ from traditional CRM? 6) Base CRM. 7) Zoho CRM.

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Social CRM: Tools That Can Help You Know Your Audience Better

Ignite Social Media

That’s great to have, but when a brand is looking to connect with their customers on a social level, those things aren’t always helpful. In order to connect with customers further, organizations look to Social CRM. Simply put Social CRM is using social media services, techniques and technology to engage with their customers on a more personal level. What are our customers spending their time doing?

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.

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.

Be a Social CRM Hero!

SocialFish

Just a quick recap of our How To Be A Social CRM Hero series so far. How To Apply Social to Education and Learning. Why do busy professionals turn to social media? Social tools make it possible for you to increase participation in your learning programs, actively engage learners, and make your learning programs more effective. How to Apply Social to Communications. Social media demands a new approach from you. Featured Social CRM and ROI

Deciding upon Social CRM: Your Brand Can Benefit

Mindjumpers

Last week, I read an article on Businessinsider.com describing why some major brands chose to pull the plug on their social media customer service on either Facebook or Twitter. Being on social is an invitation to interaction – both the positive and negative kind. The question is: Will these companies benefit from NOT servicing their customers on social? If a brand closes down its social channels, this is no longer possible and they lose control of their online image.

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?

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.

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.

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.

6 Steps for Getting Started with Social CRM for Membership Orgs

SocialFish

Social CRM is a business philosophy supported by technology and workflow. For membership organizations, that simply means that social CRM is the discipline of applying social media data to membership management. If we change the conversation away from tool talk (Facebook, Twitter, LinkedIn, etc) and towards social CRM, it becomes much more natural to think of it as part of your day job. Social CRM Use Cases for Membership Orgs.

Book Review: Engage!

Dave Fleet

The good folks over at Wiley sent me a review copy of his latest book, Engage! Engage! leads the reader through a pretty comprehensive look at the ins and outs of social media-based public relations. Well, after a two-chapter introduction, Solis launches into an 11 (count ‘em) chapter “new media university&# course going from defining new media, to intros to a large number of tools, to the social media ecosystem as it currently stands. Engage!

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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. Social CRM and ROI

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.

5 Ways to Use Automated Internet Marketing Software in Managing Social CRM and Sales Leads

Koka Sexton

Businesses that embrace social customer relations management generate more traffic due to enhanced communication strategies. A good social crm helps businesses improve their customer engagement and interactions. Below are five ways in which businesses can use automated marketing systems in social customer relations management and leads conversion; Gather leads information.

How to Build a More Engaged Audience by Using a Social Media CRM

agora pulse

If you want to track engaged followers, identify brand ambassadors, and monitor your brand’s DMs, you need a tool that goes beyond native platform features. So, how can you optimize your customer relationship management (CRM) strategy and cultivate a community around your brand? Find out how to build an engaged audience with the help of a social media CRM. As a social media manager , you’re always aiming to publish posts that prompt comments and likes.

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.

Why Customer Experience is the Ultimate Marketing Tool

Convince & Convert

Meanwhile, there has been a customer-facing shift—they are now self-empowered, educating themselves thoroughly before each purchase decision, engaging your brand via whichever channel they deem fit and expecting excellent service. Branded, personalized moments at each and every point of customer engagement are what market leaders are seeking. Offer Personalized Engagements. Some engagements are general and don’t require the extra finesse of personalized content.

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Social CRM Fuels Engagement and Growth [Infographic]

SocialFish

Industry Insider Useful Data

10 Ways You Can Tackle Customer Engagement on LinkedIn in Less Time

agora pulse

If handling engagement on your LinkedIn company pages makes you want to throw your hands up in defeat, you aren’t alone. So what’s a busy social media manager to do? With Agorapulse’s LinkedIn inbox, you can assign inbox items to the sales team, the customer service team, or any other member of your social media team. Need to review what your social media team has accomplished or actions your team has taken? Link seamlessly to your social media CRM.

[Cool Infographic Friday] Social CRM: The Next Generation of Fundraising

SocialFish

From the Avectra blog : “Social CRM takes traditional donor management to the next level by creating one integrated database that captures and analyzes rich historical data and seamlessly includes new social data. Armed with this knowledge and insight, nonprofits can engage with their donors on the donor’s terms. In the end, it’s about using data to enable donor-centered activities to create the dynamic engagements that drive participation and raise new funds.”

True Customer Engagement: the Leap Beyond User Experience

SocialFish

In a recent post in the Demand Perspective blog , I wrote about Michael Schrage’s post in Harvard Business Review Blogs called Don’t Confuse Engagement with User Experience. Designing a great user experience is not the same as designing greater engagement.”. Associations are equally caught up in a similar engagement conundrum, confusing engagement with mere participation and utilization of benefits. Re-engage with engagement.”.

Social Media Engagement Drives More Followers

Koka Sexton

The goal was to see if being more engaged with our community would drive more fans and followers. In fact companies that think that numbers are the most important metric, miss the point of what social media is all about. The metric should be based around the amount of engagement you have, times you are mentioned and the influence you gain through that engagement. Engagement has a massive effect on growing a Twitter Following.

Monitor & Engage With Facebook Reviews From the Smart Inbox

Sprout Social

Reputation management is an essential part of an effective social media strategy. Whether you manage one Page or many , you can seamlessly continue the social conversation by monitoring and engaging with ratings and written reviews alongside all other incoming messages in the Smart Inbox. Users can continue to leverage Sprout’s engagement toolset to better manage their online reputation —including replying, tasking, tagging and marking messages complete.

Why Critics of Klout Are Missing the Big Picture

Convince & Convert

Other than signing book deals, the favorite sport of the social media punditry these days seems to be bashing Klout. The most recent example was from B2B social media thinker Paul Gillin who wrote a post unveiling the flaws in Klout’s ranking scheme. I’ve seen Klout engage with a large number of bloggers and talking heads openly and honestly (without of course revealing the algorithmic secret sauce). But most social media types aren’t Paul Gillin.

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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.

It’s About Response, Not Engagement

Convince & Convert

Guest post by Jeff Molander , Author of the new book, Off the Hook Marketing: How to Make Social Media Sell for You. We’re all listening, engaging, sharing, posting, updating. When we say engagement, might we really mean “prolonged attention?”? And if so, is engaging taking full advantage of the social media opportunity? I’ve met a handful of successful ‘social sellers’ while researching my book. Behavior Trumps Engagement.

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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Speak No Evil – Why Trust Isn’t a 4 Letter Word in Social Media

Convince & Convert

For social media, one hand giveth (instant spread of the Bin Laden news) while the other hand taketh away (seemingly daily stories about a company or person doing it “wrong&# ). The belief in decentralized social media and every employee being in marketing is taking root in America. The more companies I talk to, the more I recognize that once they have the official company social outposts humming, organizations want to socialize other parts of the enterprise.

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.

CSR 90

Foster Customer Relationships With Sprout’s Instagram Contact View & Engagement History

Sprout Social

Instagram empowers brands to distribute compelling media in a way that tells a story and engages consumers. A strong Instagram engagement strategy that prioritizes authentic, one-on-one conversations will impact a brand’s bottom line. Our data report revealed that 75% of consumers have purchased a product because they saw it on social media. Information your team can use to provide context to your community and keep engagement top-of-mind.

The New Social Ecosystem

SocialFish

Just wanted to point you to this excellent article, Social CRM Changes More than Your Data on Destination CRM Magazine by Patrick Dorsey. A snippet: When you purchase social CRM software, you expect the benefits promised by the sales literature. However, unless your company makes the cultural and operational shifts to become a truly social organization, you’ll have lots of new data but won’t see a lasting return on your investment.

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?

The Key to Social Media ROI

SocialFish

We believe that Social CRM is the key to getting ROI out of social media activity. So what is social CRM, you ask? Here’s our simplified definition: Social CRM is the discipline of applying social media to membership management. Discipline means you’re doing social media work strategically, with organizational goals in mind. Social media is more than just Facebook and Twitter. Social CRM and ROI

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What’s the ROI of your culture?

SocialFish

We have close to 100% employee engagement (as in your people literally couldn’t imagine working anywhere else). Culture That Works Featured Nimble Nonprofit Social CRM and ROIQuick poll: do these statements accurately describe your organization? We charge more than our competitors, but still get customers because our work is that good We actually attract the best talent in our market (sorry, don’t take HR’s word on this. Look around.

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Hack Your Content Marketing With Facebook Interest Lists and Graph Search

SocialFish

Pay specific attention to the people who engage with your content (shown below). Are women the majority of your engaged fans? Make time to regularly scan your lists for engaging content. When you find a post with higher than average engagement – AND is relevant to your audience – share it on your page (shown below). For example, if you find an engaging video you think will perform well on Facebook, embed the video in a blog post.

[IMPORTANT] Big changes at SocialFish

SocialFish

The goldfish that brings you success and helps you navigate social media waters will live on in this very blog, which continues to grow (thank you to the 30 (!!) It simply means that our engagements will be contracted under ICF, as we are now joining a large team of ICF strategic consultants. We’ll continue to offer all of the social media strategy, training, infrastructure and governance work we are well known for. Deep breath.

EVOLVE: Technology will Mandate Marketers to Keep Up with the Times

SocialFish

Social media has ensured that marketing has no control over the marketing message. Social data will be able to provide a stronger profile view that will inform targeting and messaging strategies. The CMO will begin to own more of the customer journey: from acquisition to retention to engagement. Brands continue to see community as largely a function of campaigns, and not sustainable engagement to support reputation and enhance customer service.