Service Push » Social CRM

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.

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The Anatomy of A Social CRM Profile Using SocialCRM Tools

John M Perez — Tue, 11 Aug 2009 01:56:29 +0000

Service-Push’s new suite of Social CRM Products for Salesforce.Com illustrates how to link Twitter, LinkedIn, and Facebook information about your customer right within Salesforce.Com. Attached are a high level suite of features:

Lookup Twitter, Linkedin, and Facebook information regarding your Contacts.
Automatically Monitor Customer Conversations.
Seamlessly Create Leads from Twitter
Import Twitter Conversations into Lead or Contact Records.
Import Facebook Profile information into Lead or Contact Records.
Track Lead Source Information as a Facebook, Twitter, or Linkedin Source.
Track company conversations.
Lookup Company Fan Pages.

Realtime Twitter Support & Lead Generation with SocialCRMTools

John M Perez — Tue, 28 Jul 2009 02:40:52 +0000

Here is a preview of how to provide pro active and realtime Twitter Support and Lead Generation by monitoring Twitter Conversations within Salesforce.Com. The new features in the SocialCRM Suite of tools allows you to monitor the conversations on key search terms, and then create support cases or leads in SFDC. To learn more visit http://www.socialcrmtools.com or http://www.service-push.com.

Twitter Launches A Business 101 Guide

John M Perez — Mon, 27 Jul 2009 17:33:10 +0000

Twitter appears to be directly marketing to it’s Enterprise and Business users!! Today, the company just released a Twitter for Business Guide that shares best practices, case studies, and guidelines. The guide contains a simple summary of how Businesses can utilize Twitter for Sales, Marketing, and Support purposes. This is the ideal guid for any business just looking to learn on what Twitter can do for them. I also think this is a strategic step in the right direction for Twitter as they start to figure out how to sell it’s Technology, and Services to Enterprise and Small Business Customers. Check out the links below.

Twitter 10 For Business Mainsite
Getting Started
Best Practices
Case Studies
Download Slides (PDF Link)

A Video Demo of Microsofts CRM Social Accelerator (Twitter Monitoring)

John M Perez — Tue, 14 Jul 2009 02:30:48 +0000

So Microsoft has been a little behind the Twitter bandwagon. It wasn’t till just over 1 month ago when they officially launched a Twitter Channel which is currently being used for Marketing purposes. However, it looks like they are making strides in the Social CRM space by announcing last week that they are introducing Twitter capability into their Dynamics CRM application. The application will allow you to monitor, manage, and support social conversations related to your brand’s conversations. Microsoft also has announced the ability to integrate other social networks like Facebook at a later time. The application will be available for free for Microsoft Dynamics CRM users at http://crmaccelerators.codeplex.com/. One of the highlights of the video above is their ability to provide comprehensive Social Conversation analytics and dashboards right from within the CRM environment.

It seems like the Social CRM craze has not caught on to all other vendors. While companies like Oracle have introduced a Social CRM offering, they have yet to integrate Twitter or Facebook into their applications. However, I can certainly see it happening real soon. One of the budding opportunities in this space will be Free Social CRM applications as this business matures. We are already seeing various apps make a big mark in this space like CoTweet. Applications like CoTweet are not only being utilized by Corporate Customers like Jetblue, but the tool also seems to be an excellent fit for small businesses. One of the challenges with Cotweet will be their ability to synchronize their data with Enterprise CRM.

CoTweet Video – The Free CRM Tool for Twitter Interactions

John M Perez — Tue, 14 Jul 2009 02:30:03 +0000

Check out this video demo of CoTweet in action. John Perez of http://www.service-push.com (A Social CRM Consulting Firm) demonstrates how you can support your customers and twitter conversations using Co Tweet. Can co tweet replace traditional ticketing systems for small businesses? Visit http://www.service-push.com and http://www.socialcrmtools.com for more information on Social CRM Tools, Information, and Strategy.

Video: Clara Shih Speaks Social CRM

John M Perez — Tue, 14 Jul 2009 01:01:38 +0000

Preparing for A New Kind of Customer Relationship in the Facebook Era (Web 2.0 Expo – Clara Shih) from Steffan Antonas on Vimeo.

Clara is an author, blogger, and entrepreneur who created Faceconnector (initially Faceforce), the first business app on Facebook. Clara talks Facebook, Twitter for Sales and Marketing in this 40 Minute presentation.

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