Social CRM

Socializing Customer

Relations

Leon CK Leong Chief Business Development Officer

Techsailor – TO THE NEW

leon@techsailor.com sg.linkedin.com/in/leonck/

Email me if you’d like to have the slides

Turning Customers into Friends

economically driven

emotionally driven

Brand and Customer

relationships should

not be just about

contests, prizes and

promotions”

“

Build touch points with your audiences

Service

Feedback

Ideas

Advocacy

Loyalty

Experience

Social

On platforms where your target

audiences are active

Only 6 out of 25 use cases in general use

My Starbucks

Ideas collected

close to

200,000 user-generated ideas

Starbucks: Customer Innovations

Lenovo’s Peer Support Community led to a 20% decrease in laptop service call volumes

Lenovo: Customer Service/Support

Västtrafik: Customer Experience

Sweden’s Västtrafik

redefines the

public transport

experience for

tourists with a

mobile application

Technology

3 sides to Cross-Channel Integration

People

Understand your

Customer’s Journey

Identify your Brand’s

Influencers

Process

Connecting

Social Data with

Business KPIs

Bridging

Technology Silos

in the business

Technology

Technology audit on

existing systems

Integration of Social

CRM Functions /

Products

Technology

Technology audit on

existing systems

Integration of Social

CRM Functions /

Products

Email Leon leon@techsailor.com OR

Anshul anshul@thoughtbuzz.com

If you would like a copy of the slides

Creating new customer experiences

on Social Media