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Leveraging Social CRM

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Sally Falkow
Sally Falkow

This document discusses how companies can leverage social CRM by listening to online conversations to gain customer insights and identify opportunities and threats. It recommends conducting a social audit to understand who is talking, what they are saying and where, in order to extract actionable intelligence. Examples are given of companies that successfully nurtured brand evangelists through social media or were caught by surprise by consumer complaints. The importance of having a social media strategy and plan to monitor conversations and respond to crises is emphasized.

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Leveraging Social CRM ,[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],What is a Social Audit
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Value of Listening
The Social Graph
[object Object],[object Object],[object Object],[object Object],Customers/Consumers
 
Flip Video
Kodak 10X Sales
Kodak Playtouch
BUSHNELL
[object Object],[object Object],[object Object],Evangelists
Northern Rock ,[object Object],[object Object]
[object Object],[object Object],[object Object],Brand Ambassadors
[object Object]
Bushnell
Scholastic
Citrix Online
[object Object],[object Object],Detractors
Nestle ,[object Object]
Dell Hell
Dell Hell
Influencers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],Analyze the Conversations
[object Object],[object Object],[object Object],[object Object],[object Object],Competitors
Health Insurance ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],Opportunities
Cisco Product Launch ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Hennessy
 
 
[object Object],[object Object],[object Object],Threats
Nestle / Greenpeace ,[object Object],[object Object],[object Object],[object Object]
Motrin Moms ,[object Object],[object Object],[object Object],[object Object]
Social Media Threats ,[object Object]
[object Object],How to Listen
 
Monitoring Tools ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],Content Strategy
Digital Crisis Report ,[object Object],[object Object],[object Object],[object Object],[object Object]
 
 
Plan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Q and A ,[object Object],[object Object],[object Object],[object Object],[object Object]

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