The Evolution Of Social CRM
Ask any person involved with social media from a marketing perspective what key element it brings to their business and I’ll bet you most of them will say a closer relationship with their customers and fans.
Increasingly, brands are starting to understand that social media is not just another channel to flog their ads but offers a genuine opportunity to create engagement and build a loyal base of brand ambassadors and loyal customers.
This is why Social CRM is on the rise and gaining in importance.
The team at Get Satisfaction, a company that helps brands build online communities, have created a great infographic highlighting some of the key facts and statistics about social CRM.
Dave Knox was kind enough to some up the key statistics:
- 77% of customers look for incentives and coupons on social media sites.
- 80% of US consumers use social media to verify purchase recommendations.
- 43% of US consumers say brands should use social media to help customers.
- 50% of companies have created an online community but failed to manage it properly (according to Gartner)
Follow us on Twitter, like us on Facebook, sign up for our weekly e-mail or watch the ViralTracker social video metrics demo.
Related Posts
You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
[...] The Evolution Of Social CRM – [...]
fresh article on #Social #CRM @viralblog
http://www.viralblog.com/social-media/the-evolution-of-social-crm/
Thanks, I enjoyed that.
CRM enables us to communicate on the right time, with the right message, in the right spot and to the right audience.
Worried about not seeing other alteratives? Social media makes sure you will get fresh content through your peers!
some nice stats and pictures but I think your main diagram is incorrect. There is way to much PR bias in your new guard model. If you were to use that model (which I would not recommend) then you also need to change the direction of the arrows: Arrow 2 should be from the customer direct to Marketing, Sales, Service, etc. Arrow 3 should be flipped with an output to PR not from it.
A truer diagram for Social CRM would be the customer in the middle, with the business activity (PR, Sales, etc) surrounding the figure. There would be two-way arrows between each entity and the customer and a ring binding the entity – to show the sharing of insight and data across the business.
Hi,
The above diagram contains errors, please see here for a discussion on the infographics: http://tinyurl.com/33sqvyf
Regards,
Mark
wouldn’t put pr into charge of social media, but love the concept of social crm: http://bit.ly/iggy2V
[...] The Evolution Of Social CRM – RT @mich8elwu: RT @ViralBlog The Evolution Of Social CRM http://bit.ly/hci2Z7 Nice infographic #scrm #crm #marketing #pr #support #custserv (tags: custserv support crm scrm via:packrati.us marketing pr) [...]
@SarahBondKSU @m_dunn This one’s for you guys – http://www.viralblog.com/social-media/the-evolution-of-social-crm/
The Evolution of Social CRM http://www.viralblog.com/social-media/the-evolution-of-social-crm/
I agree with Neil, precise communication with the target audience. Through Social CRM, we are able to receive feedbacks and ideas to make changes or developments fast which may be agreeable to most consumers.
[...] The Evolution Of Social CRM (viralblog.com) [...]
Intjo CRM
World’s most simple, economical and customized CRM
Are you still using old systems to manage inquiries and leads.
Better lead management = Better Revenue
Power of Cloud Computing. Work from anywhere. You just need internet to access the software.
Manage leads, accounts, tasks in a better way.
Assign status, add remarks, follow up and lots more
No software to install. Use from anywhere.
Pay as you use. Free trial for 15 days.
Good post – You can certainly target well with social CRM but it really is a case of how well some of the social aspects sit with your market.
[...] At the end of last year, I remember reading that 43% consumers, believed brands should be using social media to help their customers. The even more surprising statistic is that 50% of companies have created their own online community, but failed to manage it effectively, resulting in disgruntled consumers (http://www.viralblog.com/social-crm/the-evolution-of-social-crm/). [...]
[...] and buidling a relationship throughout the process is imperative and can be realised through CRM (have a look at this article). You will be more cost effective, engaged and a better [...]
HelpALocalBusiness…
[...]The Evolution Of Social CRM -[...]…