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quora social+crm engagement

Via Bertrand Duperrin

socialmedia enterprise2.0 social+crm failure strategy slideshare delicious

Si le marketing et le service clientèle ne discutent pas un tant soit peu, c'est foutu...

enterprise2.0 social+crm delicious

AT&T Inc. is making a big move in the customer care space, with a plan to use social media as a new avenue to soothing the ire of, say, all those iPhone users out there that are having trouble with dropped calls.

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(...)
Qualities of Good Fans/Likers:
1. Attention
2. Participation
3. Interaction
4. Leadership
5. Loyalty
6. Evangelism (...)

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Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty.
via Headshift

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Social CRM via 8 business use-cases.
Via Headshift

crm social+crm crowdsourcing enterprise enterprise2.0 slideshare delicious

1% of customer’s conversations improve the organizational knowledge, 9% touch the organization without changing anything and 90% are not heard at all, businesses miss an impressive source of possible improvements. (via Headshift)

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