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Social CRM MindMap.

A resource for growing businesses

Social CRM adds a hugely powerful new element to your CRM strategy and business processes.

But what is Social CRM and what can it do for you?

We've put together a simple, interactive Mind Map to help people like you get to grips with this important new discipline. Dive in, drill down and explore the Mind Map – and if you like it, please share it with your friends & followers. It's the social thing to do!

Where can
you find it

What
is it

Where
to start

Why does
it matter

What are
the benefits

Who should
use it

How you
can use it

Social CRM

is about engaging the
customer in a collaborative
conversation in order to provide a
mutually beneficial value
in a trusted and transparent
business environment.
Paul Greenberg

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the top

  • A strategy

    Reflecting your customers' and
    prospects' social media behaviours
    in your engagement.

  • A technology

    • Adding social activity to CRM data to create 360˚ social profiles
    • A social monitoring and engagement platform that links with CRM
    • A social-powered customer service platform with case management

  • A set of processes

    • Listening
    • Engaging
    • Measuring
    • Integrating - social data with CRM profiles Sharing social insight with all teams

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  • Because your customers are talking about you

  • And if they like it, they'll share with their friends

  • And you can engage with them in new ways

  • And you can learn a lot about them

  • And they expect you to be listening

94%

of marketers
use social media for
marketing purposes.

Source: Social Media
Examiner, April 2012

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Only 15% of
social media users have
been contacted by a company
after posting a negative
experience.

Source: InSits, 2011

  • Marketers

    • To listen to customers
    • To share content
    • To build community
    • To multiply message impact

  • Salespeople

    • To know prospects better
    • To research opportunities
    • To reach out
    • To respond
    • To add a powerful dimension to CRM profiles

  • Customer Service

    • To hear what customers think
    • To respond appropriately
    • To track sentiment
    • To drive down support costs

  • HR

    • To find talent and track interactions
    • To promote your company as an employer
    • To reach Digital Natives

  • Innovators

    • To spot new ideas and reach out to disrupters

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  • Listen

    • Monitor social channels for relevant conversations.

  • Engage

    • Participate when it makes sense.
    • With the single view of the customer in your CRM

  • Integrate

    • Add transaction history, preferences, profiles, histories...

  • Measure

    • Track social activity over time to stay on track.

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  • More effective campaigns

  • More efficient sales teams

  • Happier customers

  • Lower costs

Social
networking
sites now reach
82%of the world's
online population.

Source: Com- Score,
December 2011

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  • Pick the right channels

    • Where your customers are.

  • Start listening

    • Follow, join communities, etc.

  • Develop an engagement plan

    • Who will engage?
    • What policies will they follow?

  • Get the right tools to help

    • Social CRM
    • Social Customer service desk
    • Social monitoring software

39%

of corporations
are able to link increased
revenue to social
media activity.

Source: Useful Social,
July 2012

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the top

Nearly

1 in every 5

minutes spent online
are spent on social
networking sites.

Source: ComScore

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