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CRM 2.0

Understanding the Social CRM landscape

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Social CRM

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Gated Community - CRM

Gated communities can be builtusing applications providingSocial Media, Social Networking& CMS capabilities.

E.g.: Jive, MoblieType Motion,Joomla!, Drupal, etc.

Integration can be done with thetraditional CRM systems forLead Generation (registration),Marketing (CMS, Events) andService (Forums, PM, Chat).

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User Components - CRM

Social Web allows users to maintain their profile as well asfriends information & share too.

E.g.: OpenID, OpenSocial,OAuth, FB Connect, etc.

Traditional CRM systems can allow users to port their personalinformation into the system to maintain contact profiles. Friendsinformation can be used to createnew leads. User comments canbe used to create SR/case/tickets.

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Social Media Monitoring - CRMSocial Media Monitoringallows listening to the VoC on the Social Web for brand monitoring, reputation management, etc.

E.g.: Radian6, SM2, Socialeyes, etc.

Social Data & Metrics from the internet cloud & SMM can be ETL'ed to DW/BI tools & combined with traditional CRM data.Insights can be used to strategise Social Media Campaigns & track them.VoC can be addressed either directly or by improving product/service.

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Integration Types

● Structured [Quantitative Data]– DB, Flat files, XML, etc.

– APIs, Web Services

– Semantic

● Unstructured [Qualitative Data]– Text Analytics

– Natural Language Processing

– Sentiment Analysis

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CRM 2.0 - Unaddressed

● Cloud Computing– SaaS/PaaS

– Virtualization

– Build Infrastructure?

– Deploy Apps?

● Mobile– Smartphones

– Netbooks

– MID/UMPC

● Unified Communications– Voice (VoIP, POTS)

– Video, Whiteboard

– Chat, IM, Presence

– Fax, Email, SMS

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Thank You!Thank You!

- A. Prem Kumar http://scorpfromhell.blogspot.com http://twitter.com/scorpfromhell http://slideshare.net/scorpfromhell