What is Social CRM: Part II

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.

1. Social CRM is managing and harnessing the potential of your customers via social media
2. Social CRM comprises 5 key elements – Community, Social Media, Traditional CRM, Reputation & Analysis
3. Customer support is a primary foundation of Social CRM. Save money, sell products, learn from your customers
4. When comparing Social CRM campaigns study their size, type and life span.  No two campaigns are the same
5. Research the 90/9/1 rule. It’s not perfect but useful to assess potential volumes
6. Look after the 1% than generate potentially 30-40% of your user generated content
7. Don’t get in the way of people’s need for answers.  Don’t ignore or sell to them, just help
8. Find a genuine reason for running a Social CRM process.  Even the least sexy brands can create genuine usefulness if thought through
9. 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