Following on from What is Social CRM: Part I, a huge thank you to all those who joined us for our event last night. Here’s a quick summary in handy Twitter-sized chunks.
- Social CRM is managing and harnessing the potential of your customers via social media
- Social CRM comprises 5 key elements – Community, Social Media, Traditional CRM, Reputation & Analysis
- Customer support is a primary foundation of Social CRM. Save money, sell products, learn from your customers
- When comparing Social CRM campaigns study their size, type and life span. No two campaigns are the same
- Research the 90/9/1 rule. It’s not perfect but useful to assess potential volumes
- Look after the 1% than generate potentially 30-40% of your user generated content
- Don’t get in the way of people’s need for answers. Don’t ignore or sell to them, just help
- Find a genuine reason for running a Social CRM process. Even the least sexy brands can create genuine usefulness if thought through
- Start small, focussing on just one area or product can help create a solid foundation to build on
The iPlatform has also uploaded the slides from their presentation on Facebook pages as Social CRM to Slideshare
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