Comments on: Definition: Social Customer Relationship Management (CRM)

By: » 21 experts aan het woord over Social CRM

» 21 experts aan het woord over Social CRM — Mon, 16 Jan 2012 13:46:36 +0000

[...] Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. – Harish Kotadia, PH.D [...]

By: Harish Kotadia, Ph.D.

Harish Kotadia, Ph.D. — Fri, 14 Oct 2011 01:10:00 +0000

Thanks for sharing your thoughts, appreciated!

Harish Kotadia, Ph.D.

By: Satyam Gambhir

Satyam Gambhir — Tue, 11 Oct 2011 18:35:00 +0000

“Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty”.
Social CRM is a powerful business strategy because it aids one to one interaction with a customer unlike traditional CRM and traditional marketing practices (Email Marketing, Direct Mailers, Postcards, ads).

For obvious reasons traditional marketing cannot touch each customer. However, a tweet/msg from a brand addressing a particular issue of a customer might just make his day.

“Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and converting customers / potential customers to brand advocates”

Loyal Customers, Brand Advocates – Wats the difference?
http://blog.zuberance.com/blog/loyal-customers-brand-advocates-what%E2%80%99s-the-difference/

By: Social CRM for Small Business vs. Large Business (Definitions and Examples) | Connected Life

Thu, 16 Jun 2011 19:11:14 +0000

[...] an alternative definition from Harish Kotadia: Social CRM is the business strategy of engaging customers through Social Media with goal of [...]

By: Enterprise Social Software – Productivity, innovation and engagement « #hypertextual

Fri, 22 Apr 2011 10:36:15 +0000

[...] The original version has enjoyed a unexepected success with more than 20,000 views (counting both french and english editions) and the honor of being ranked amongst the 10 great Enterprise 2.0 presentation for 2010 by CRM Expert Harish Kotadia. [...]

By: PR 3.0: El amor, la empatía, la confianza y la reputación en SCRM « gpach10's Blog

Thu, 01 Jul 2010 08:39:36 +0000

[...] Social Customer Relationship Management (SCRM) es una consecuencia de ello. Su versión anterior el Customer Relationship Management (CRM) [...]

By: Tree Frogs & The Social Ecosystem

Tree Frogs & The Social Ecosystem — Thu, 27 May 2010 16:38:37 +0000

[...] to the interaction between company and customer through the social web. This is in contrast to the recent definition provided by Dr. Harish Kodadia, someone for who’s work I have tremendous respect. My opinion (because I don’t have a [...]

By: Relaciones Públicas 3.0: Bases para la consolidación de la marca en las Social Media « gpach10's Blog

Mon, 10 May 2010 03:44:48 +0000

[...] clientes a través de redes sociales con el objetivo de construir confianza y lealtad a la marca (Dr. H.Kotadia). Una vez entendido el concepto por parte de la alta dirección, se debe implementar el [...]

By: hkotadia

hkotadia — Mon, 22 Mar 2010 02:05:54 +0000

Thanks Glenn for saying my #sCRM definition is “simple, yet elegant”. Appreciated.

By: Harish Kotadia, Ph.D.

Harish Kotadia, Ph.D. — Mon, 22 Mar 2010 02:05:00 +0000

Thanks Glenn for saying my #sCRM definition is “simple, yet elegant”. Appreciated.

By: Glenn Ross

Glenn Ross — Mon, 22 Mar 2010 00:54:48 +0000

Your definition is simple, yet elegant. I like it a lot.

Glenn

By: Glenn Ross

Glenn Ross — Mon, 22 Mar 2010 00:54:00 +0000

Your definition is simple, yet elegant. I like it a lot.

Glenn

By: hkotadia

hkotadia — Sun, 07 Mar 2010 16:01:47 +0000

Gravity Garden:

Thanks for your comments. You are right in saying Listening, Being Sincere and Communicating are very important for Customer Service and Satisfaction. Social Media can help in a big way in all the three steps.

Thanks again for your comment.

Dr. Harish Kotadia

By: gravitygardener

gravitygardener — Sun, 07 Mar 2010 12:07:07 +0000

Outstanding Customer Service is an evolutionary process that can take months or even years to develop. Improving customer satisfaction has to start with the culture from executive management down through the organization. It must be entrenched within the company so that every decision be focused on what the client needs, wants or demands.

From the product line to the receptionist, your customer face should always carry a consistent message of service and quality. If these messages are not conveyed at every level of the organization, your customer will eventually find your competitor and go elsewhere.

Here are 3 ideas to improve client satisfaction within your product or service business:

1. Listen – A simple step toward satisfying your customer is to listen to their wants and needs. If you believe you know more about what the customer wants than they do, you will be out of business in no time.

2. Be Sincere – When you begin listening to customers and focusing on their issues, there will be a time when you cannot perform to their expectations. In some cases, they are going to want something you cannot or will not be able to provide because it does not make business sense. Sincerity goes a long way in delivering the message they do not want to hear. If you the delivery is truly sincere and presented that way, the customer will not like it but will understand if the information is reasonable and the partnership is strong.

3. Communication – It is common sense to have a fluid communication between partners and customers expect the same thing. Within every relationship, each partner has responsibility to tell the other if there is something wrong that could lead to a larger problem. Without a strong communication and feedback mechanism, you will assume your customer is doing ok, when in fact they are frustrated and ready to jump ship.

Gravity Garden
http://gravitygarden.com/build-customer-loyalty…

By: hkotadia

hkotadia — Tue, 02 Feb 2010 02:18:14 +0000

Thanks for your comments Diana:

Traditional CRM is more about recording transactions or managing relationship through a 360 degree view of the customer. Social Media helps in bringing the “Human” element back in this relationship. Social Media helps in creating a “personality” for the brand and if managed properly, this will predispose customers to re-purchase the brand or recommend it to others (loyalty). It is like having a friendship between the brand and its customers (through Trust). Hope this helps.

Thanks again for your comment.

Harish Kotadia, Ph.D.

By: hkotadia

hkotadia — Tue, 02 Feb 2010 02:18:00 +0000

Thanks for your comments Diana:

Thanks again for your comment.

Harish Kotadia, Ph.D.

By: Dianay

Dianay — Mon, 01 Feb 2010 09:32:32 +0000

Isn’t one of the outcomes of a traditional CRM strategy exactly that? Managing loyalty and reducing attrition? Now you have CRM tools to help you manage client relationships : that’s not strategy but technology.
The “social” part, I haven’t figured out yet. Still in observation, reading what everyone has to say. For now, it sounds more like social marketing, ie how to measure conversion after a campaign on twitter.

By: Dianay

Dianay — Mon, 01 Feb 2010 09:32:00 +0000