When you find yourself ready to implement a social CRM service into your organizational framework there are some key factors to ensure your success. In this video social media strategist Megan Adams shares what resource organizations must allocate. This includes how to get top-level support, budget, training, and building your Social CRM team
- [Instructor] Adoption of new technology…can often be a barrier for a larger organization.…So when you find yourself ready to implement…a social CRM service into your organizational framework,…there are going to be some key factors…to ensure your success.…And success is based upon…your organizational support and allocation of resources.…In the early stages, the most important resource…is top-level support and buy-in.…The first step is to know who the decision makers are…in your organization and to identify any influencers.…
When identified, education and making your case…will be the next step in order to get leadership buy-in.…For organizations with a strong culture…of adapting and leveraging technology,…implementing a social CRM software or strategy…may be easier than a company with a more closed outlook.…Ensure that your move towards Social CRM…aligns with your organization strategy.…And remember, the move towards a social CRM…strategy or platform, will require a change…in organizational culture, process and technology.…
To begin, Megan explains what social CRM is and how to select and implement the best CRM platform for your organization. Next, she shows you how to develop your social CRM strategy so you can define and maintain your brand, develop social media best practices, and launch targeted and segmented marketing campaigns. She also explains how to connect with online influencers who can enthusiastically and effectively spread the good word about your brand, engage with prospects, and handle challenging customer service interactions. She wraps up with how to document your processes and use customized analytics.
- Choosing the right platform for your business
- Allocating resources to support your initiative
- Building and maintaining brand strategies
- Establishing rules of engagement for customer interactions
- Creating targeted marketing campaigns
- Identifying and working with social media influencers
- Using social media to monitor customer issues
- Handling negative feedback
- Documenting your strategy
- Customizing an analytical framework
- Measuring and monitoring results
Skill Level Intermediate
Q: This course was updated on 04/11/2018. What changed?
A: The following topics were updated: campaigns and identifying influencers.