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Social CRM
Socializing Customer
Relations
Leon CK Leong Chief Business Development Officer
Techsailor – TO THE NEW
[email protected] 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 [email protected] OR
Anshul [email protected]
If you would like a copy of the slides
Creating new customer experiences
on Social Media
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