CMSWire's November Tweet Jam: Meet the Panelists #CXMChat

On Wednesday, November 28th, it will once again be Tweet Jam time. This month we'll be concentrating on Socializing Customer Relationship Management and have lined up a great group of panelists.

The Questions

Businesses are moving beyond using social media to gather followers and likes. They are turning to social media channels to engage their audience in dialogue, take care of customer questions and concerns and personalize the customer experience with their brand.  Take a look at the questions our experts will tackle below: 

1. How do you define the core mission of Social CRM?
2. What are the key technologies/practices changing customer service today?
3. What role does Social CRM play in a larger Social strategy? Is it necessary to have the one before the other?
4. List 3 reasons why Social CRM projects fail to achieve expected value.
5. How do you see customer support strategies changing in 2013?

The Panelists

Anyone interested is welcome to join the event and connect with our panelists. The easiest way to join the conversation is by following or including the #cxmchat hashtag.

This month's knowledgeable participants will include: 

• Denis Pombriant — CEO, Beagle Research Group — @DenisPombriant
• Hyoun Park — Principal Analyst, Nucleus Research — @hyuonpark
• Julie Hunt — Solution Strategist, Julie Hunt Consulting — @juliebhunt
• Kate Leggett — Principal Analyst, Forrester Research — @kateleggett
• Megan Murray — Director of Collaboration Strategy, Moxie Software — @MeganMurray
• Mitch Lieberman — Managing Partner, Discover/Reinvention/Integration —  @mjayliebs
• Ray Wang — CEO, Constellation Research — @rwang0
• Rob Howard — Founder and CTO, Telligent Systems — @robhoward
• Vala Afshar — CMO and Chief Customer Officer, Enterasys — @ValaAfshar

The Details

To hear our expert's weigh in, join us Wednesday, November 28th, at 10 am PST / 1 pm EST / 1700 GMT. The easiest way to follow is to use the #CXMChat hashtag. We will be setting up a chat room and sending out the details via Twitter on the day of the Jam. See you on the 28th!

 

 

Source : cmswire[dot]com

8 Ways Businesses Can Use Facebook and Customer Relationship Management

CRM + Social = Power. Social media is the latest and greatest tool for customer relationship management, learn how to use it to your advantage.

Believe it or not, there are still naysayers out there who believe that social media and social media marketing are fads. Obviously I disagree. Companies like Facebook and Twitter and Pinterest and LinkedIn, and even Reddit, have changed — forever — the ways that people communicate with one another and the ways they share all kinds of information, including advertising.

Of course we are still in the early days of this revolution so social media companies will come and go, just like technologies do. But one thing is certain:

The bottom line: businesses can use Facebook and other social media efforts in the context of customer relationship management so that they can nurture relationships over the long haul. CRM + Social = Power. Here are a few ways businesses can leverage it.

1. Make your marketing relevant (and you’ll increase your conversion rate).

One of the reasons you want to learn about your clients and customers is so that you can better target your products and services. This helps you put them into the “correct” channels so they receive more accurate messages and less spam. Ultimately this makes customers and prospective customers more receptive to your outreach.

Let’s say you have a user who fills out a form to sign up for your company newsletter. Perhaps in the form there is a field asking the user if she has small children at home, or is expecting a baby. If she answers yes to either, you have the opportunity to send her coupons for diapers a few months down the road, or send her housecleaning services or information about college savings plans. She appreciates the focus of your efforts — and that you’re not sending her ads for online dating services!

2. Whenever possible, target your ads.

I’m just going to come right out and say it: I love Facebook ads. I think the way Facebook serves me ads that are totally relevant to my interests is super cool. Let me give you an example.

I’m really into triathlons right now. I participated in a few over the summer — triathlon relays are great team-building exercises, by the way — and they were all within about 30 miles of where I live.

Now that I’ve Liked the events I participated in, Facebook “knows” that I am ripe for information about this type of event. So I expect that I might soon be seeing some ads for triathlons, or maybe bike races and marathons, that are a little bit farther away.

In all likelihood these are events that I might not know about, but I’m still interested in. What’s more, it’s unlikely that Facebook will be bombarding me with ads that are not relevant to me.

3. Make your social efforts another collection point.

Your business’ website is no longer the only place to collect data about your customers. In the past, the verbiage went something like: “If you want to download our whitepaper, fill out this form” or “If you want to know about my newsletter, sign up here.” But thanks to Facebook and other social channels, you can make it more fun. You can use apps (more on this later) to create games or contests for users to enter in exchange for a little bit of information.

In the past it was very expensive to create contests and custom apps but thanks to third party apps, these options are within reach of virtually any small business.

You can also use Facebook questions to gather data beyond your existing fanbase. When your “Likes” answer a question, their friends (even the ones who don’t Like you) have the opportunity to answer the question — this is a good way to expand your data sample size.

 

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Source : cmswire[dot]com

Commun.it Makes the Business Case for Twitter

Social media management gave way to community management which has given way to relationship management. It used to be that managing relationships was something your CRM did, but as social media becomes an integral part of business, you’ll need additional tools that can help cultivate your online followers and make important connections.

Give Your Twitter Feed Structure

Today, Commun.it, a free service that makes it easy for businesses and professionals who use Twitter to build and nurture relationships in a business context, has come out of private beta and offers users the ability to turn the stream-oriented world of Twitter to a relationship-oriented dashboard.

We all know that not all Twitter users are created equal. Engagement from an influencer has the same visibility for you as a random mention, which makes it difficult to prioritize your social media efforts.

Additionally, tweets lack relationship context — not many Twitter management tools can show how many times you engaged with this person in the past? What you talked about a month ago? or questions that user struggles with every day.

Commun.it solves these issues by bringing priority and context, that are inherent to real-world relationships, to Twitter. 

An example of the Commun.it dashboard

By analyzing all your engagements, deducing relationship status and significance, prioritizing those that matter to you and providing rich context for each incoming engagement, Commun.it makes the process of interacting with contacts on Twitter structured and business-focused, rather than a time suck that can easily distract.

Using Your Community to Build Better Relationships

With Commun.it, users are able to focus on high-value members, such as top influencers who drive awareness, supporters who spread key messages, as well as most engaged members and potential leads. Users can also glean actionable insights that can help them build meaningful relationships by accessing a complete engagement history with each member and members’ most-used hashtags, among others. The goal is to help community managers and relationship managers work together so one can focus on relevant people, while the other can focus on their content.

 

 

Source : cmswire[dot]com