Service Push » CRM

Service Push Attending Dreamforce 2009

admin — Sat, 14 Nov 2009 20:08:33 +0000

Meet the Social CRM Tools Product team and Partners in San Francisco on November 17th through the 20th for the Cloud Computing event of the year called Dreamforce. Provided and sponsored by Salesforce.Com, Dreamforce brings over 12,000 professionals from around the world to share best practices, networking, inspiration, and training needed to succeed in the Cloud Computing Business. The Social CRM Tools team will be there to speak with you along with our partners to demonstrate our product capabilities and answer any questions you may have. Email us if you plan on attending.

Why Twitter is a valuable Social CRM tool

John M Perez — Wed, 12 Aug 2009 23:30:49 +0000

They have the (C) with Customers engaging conversation on a specific product. Sometimes good or bad. They have the (R) with all users following a brand. Hey, that ’s how it works. The opportunity is with the (M) Management portion. You can collect this information for traditional CRM purposes or track it to monitor your brand.

Click here for the full article.

CRM In The Age of The Socially Empowered Customer

John M Perez — Mon, 06 Jul 2009 00:58:03 +0000

Here is a great white paper by Sage CRM Solutions outlining the Traditional vs. Social CRM Strategies being employed in today’s market. The document has a good indepth overview for those who are still not clear on what Social CRM is all about.

In the age of the Socially Empowered Customer, 3 Things have changed the Dynamics of Typical CRM Strategies. They are as follows:

The Enterprise No Longer Manages Customer Relationships, Your Customers Now Manage The Relationship.
Companies Must Join In On The Conversation and Help Rather than Market To Customers.
Establishing A Positive Online Reputation equals trust, and trust can equal sales!

To touch up on this in more detail, lets take the first bullet regarding the fact that the Enterprise no longer manages Customer Relationships. Your customer today is very likely learning about your companies product or service through a search. If they are an existing customer, they are likely Tweeting for support on your product, or blogging about your product or service. The way Enterprises now need to manage these relationships is through monitoring these conversations and becoming a helpful resource to customers rather than always selling a product or service.

U.S Consumer Preferences for Company Usage of Social Media

John M Perez — Mon, 06 Jul 2009 00:55:57 +0000

Here is an interesting Customer Study done by Customer Think in June 2009 that illustrates what U.S Consumer Preferences for Companies using Social Media. According to the study, it concluded the following:

68% of Consumers Agree that Social Media is an ideal tool to Service and Support Issues for their customers.
50% agree that would use Social Media to Host Online Communities.
45% agree that companies participating in relevant communities run by consumers is also an appropriate use.
42% agree that companies should monitor conversations to research consumer issues and requirements.
33% of consumers agreed that Creating a LinkedIn, or Facebook Site is an appropriate use of the medium, but 36% of consumers also disagreed with putting their brands on a site such as LinkedIn.

Overall, it looks like companies are really getting the fact that Social Media can be used to Support Customer, Participate in Conversations, while also using Social Media to enhance their products.

customer service 2.0 web 2.0 service delivery and support it 2.0

3 Simple Diagrams That Explain Social CRM

John M Perez — Mon, 06 Jul 2009 00:47:07 +0000

The Social Media Ecosystem

Traditional CRM Prospecting

CRM Prospecting in A Social World

These slides I believe are from Brent Leary. Great stuff.

customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Social CRM – Customer Support with Twitter & Salesforce.Com

John M Perez — Mon, 06 Jul 2009 00:45:25 +0000

Here is a video Demo showing you how to monitor support issues within the Twitterverse from within your CRM system. This demo illustrates Salesforce.Com monitoring Technical Support Issues occuring in Twitter, all the while seamlessly creating support cases from the Twitter Conversations. This is a set of upcoming features for an application called Social CRM Tools that will be available soon on app exchange.

Video: Traditional vs. Social CRM (What is The Difference?)

John M Perez — Tue, 23 Jun 2009 20:14:03 +0000

Inspired by an article by Brent Leary, I decided to give some concrete examples of how Traditional CRM approaches measure up with Social CRM approaches. In this 1 Slide Summary John M. Perez of Service-Push.Com walks you through examples of Prospecting, Business Process Automation, and Storage of Customer Information in your CRM system. He presents 2 examples of these CRM attributes in a Traditional CRM Strategy vs. a Social CRM approach. Recommending that a good blend of both will be required in order to implement a successful CRM Business Strategy.

Video: Social CRM Tools – Salesforce.Com Integration with Facebook

John M Perez — Tue, 23 Jun 2009 18:20:01 +0000

Do you want to get more social with your existing and new customers? Traditional CRM is all about traditional data like Name, Email, Address, etc. Today’s prospects and customers are having conversations on Facebook, Twitter and Social CRM Tools is here to help.

This is a demo of an application called Faceforce.Com that was written by Clara Shih. It demonstrates the ability to integrate your contacts in your Saleforce.Com system with their Facebook information. This is ideal to keep track of your customers business and personal interactions. This feature will be incorporated in Social CRM Tools. Coming soon in July 2009.

Video: Social CRM Selling Tools – Salesforce.Com & Twitter Integration

John M Perez — Tue, 23 Jun 2009 15:35:52 +0000

This is a prototype demo of an upcoming Social CRM Tool that will integrate your Salesforce.Com’s Contacts, and Leads seamlessly with those Customers and Leads who have Twitter. This demo shows you how to do a look up of a customers twitter profile, and seamlessly import it into Salesforce.Com’s Contact, and Lead Records. The application imports Twitter information like Bio, Picture, Website URL, into Salesforce.Com so you can constantly stay up to date and connect with your customers online while working withing your CRM system.

On Demand CRM Cost Calculator

John M Perez — Mon, 15 Jun 2009 15:53:12 +0000

Looking to invest some money on a new CRM tool but investing in an On Premise version of Siebel/Oracle out of the question? Check out this cost calculator tool. This calculator compares costs of Zoho CRM Professional Edition, SugarCRM Professional Edition, Salesboom Professional Edition, Entellium, Salesforce Professional Edition, and Oracle CRM OnDemand.

Just plug in the number of users across each of the other solutions and you will see the cost comparison automatically populate. This was taken from Zoho CRM’s website. While Zoho appears to be one of the cheaper solutions, I encourage you not to only utilize price as the only factor in your decision.

Full Spreadsheet View.

customer service 2.0 web 2.0 service delivery and support it 2.0