The Social CRM Insider - Customer Relationship Management in Social Media

Where Social Media Presence Counts Most

By ragu on April 30, 2013 in Social Media Presence

Some Relevant Customer Experience Numbers

In The State of Customer Experience Management, 2011 Report, they found the following:

Almost 60% of surveyed companies had a senior executive in charge of customer experience
84% of companies using Customer Experience programs have seen measurable positive results

…but

Only 17% of companies asked believe their executives are willing to trade short-term profit for long-term customer experience initiatives

Yes, the plate is set, but the meal has yet to be made or served when it comes to Customer Experience.

Be ready in 2013 for customers to expect to reach out and touch your brand and expect to be responded to in kind. Start now building the systems that will help you manage your reputation and social media presence in a way that can serve your customers best.

Social Business Folklore

By Joey Strawn on November 29, 2012 in Social CRM

Buzzwords get thrown around a lot in our industry. You’ll hear people say, “I’m a social media guru,” or “Let’s talk about social ROI,” or “Engagement and organic conversations are the key,” and just roll your eyes and look away. The honest problem with buzzwords is that they start out innocent enough and retain their…

Burn Your Crutches

By Joey Strawn on November 26, 2012 in Social CRM

My father recently went through knee replacement surgery. It’s a pretty standard procedure, but involved a lot of cutting of muscle tissue and ligaments. He has to undergo a few months of physical therapy and during that process is understandably using a combination of walkers, canes and crutches. The crutches are his least favorite because…

Social Business Black Friday

By Joey Strawn on November 23, 2012 in Social CRM

Almost everyone is familiar as to what significance this day holds every year. For almost as long as I can remember, the day after Thanksgiving was an epic shopper’s wet dream. Whether you were in Boston and heading over to Filene’s Basement or hunkered down in line in Nashville at Wal-Mart at 11:59 p.m., Black…

What Are You Thankful For?

By Joey Strawn on November 19, 2012 in Social CRM

It’s that time of year again. The time that we all get to sit back and reflect on the things that have made our lives a little better over the past year. The time when we can drop our guards and truly open up about what we’re thankful for in our lives. This year has…

5 Ways To Suck At Being A Social Business

By Joey Strawn on November 15, 2012 in Social CRM

Have you half-assed your way through making the transition to being a social business? Maybe you just aren’t convinced that these new measures are here to stay or maybe you just don’t believe that your customers are on the Internet searching for a business like yours. Whatever your reasonings, you’re definitely on the path to…

Distilling Social Metrics, Pt. 3

By Joey Strawn on November 12, 2012 in Social CRM

Last week we talked about the importance of procuring the right tools for measuring your Social Business effectiveness and how to go about mapping your communication strategy once those tools are in place. And thus, we have come to the end (of this series). So know you’re on board knowing that you can’t plan on…

Distilling Social Metrics, Pt. 2

By Joey Strawn on November 8, 2012 in Social CRM

Last time we introduced the idea of looking further into Social CMR and Social Business metrics for your business. Let’s jump right in where we left off, shall we? Last time we discussed the sheer size of the social media universe and how in order to monitor it properly, you have to have the right…

Distilling Social Media Metrics, Pt. 1

By Joey Strawn on November 5, 2012 in Social CRM

One of the things I’m questioned on most often and get pinged to answer more frequently than many other topics is how to accurately show the results of social activity on the bottom line of an organization. It’s nearly impossible to build a case for an addition of Social CRM Systems or a total switch to a…

Prepping The Social Business House

By Joey Strawn on November 1, 2012 in Social CRM

In case you missed it, we just finished a pretty intensive Halloween series on this blog featuring vampires, werewolves and more. All the posts were long, in-depth and probably a little trying for most of the readers out there, and that’s okay. We wanted it to be a little tough and something that was a…

« Older Posts