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Leverage Social Media for Enhanced Customer Interaction

Attract more flies through other flies, not honey.

More Details
Socialmedia-storyboard
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Your Challenge

  • Prospects and customers are quickly embracing social media channels faster than organizations.
  • Organizations are experiencing declining quality lead generation from e-mail campaigns.
  • Most organizations are trying to cut through hype and are struggling to define a business strategy for exploiting social media. As a result, they are unprepared to extend their customer interactions to social channels.
  • This solution set will help you implement a strategy to exploit social media opportunities that integrate with your current customer interaction.

Our Advice

Critical Insight
  • E-Mail is quickly losing its effectiveness as a lead generation tool as consumers abandon e-mail for social networks for their personal communications.
  • Like any other "e" channel, social media channels must be integrated with other channels as part of a cohesive multi-channel customer interaction strategy across sales, marketing and service, and not positioned on a pedestal, as a holy grail of CRM.
  • There are nine key social media opportunity areas that organizations can realize for marketing, sales, and service benefits.
Impact and Result

With this solution set, organizations will be able to:

  • Learn about the unique characteristics of social media channels.
  • Build a business plan around using social media channels for business value.
  • Implement social media projects that integrate social media tools and channels into existing customer interaction strategies.

Get to Action

  1. Understand social media

    Determine if social media for customer interaction is an opportunity area for your organization.

  2. Build a social media business plan

    Exploit social media to attract and retain customers, market your products and services and build stronger customer relationships.

  3. Implement social media services

    Integrate social media channels into marketing, sales and service processes to acquire new customers, improve customer satisfaction and increase customer retention.

Related Solution Sets

Vendor Landscape Plus: E-mail Marketing Services

Give Marketing the help it needs without getting dragged into the IT weeds.

Vendor Landscape Plus: Lead Management Automation Platforms

From lead, to qualified prospect, to customer.

Tags

automation, Social networking, blogging, blog, LinkedIn, marketing, Facebook, MySpace, social networks, social, YouTube, Social Computing, friendster, social network, social media, e-mail marketing, email marketing, Twitter, micro-blogging, sales force automation, product marketing, marketing automation, service automation, social crm

Related Content

  1. Social Media Acceptable Use Policy
  2. Social Media Opportunity Assessment Tool
  3. Leverage Social Media for Customer Interaction
  4. Social Media Business Plan Template
  5. Social CRM Project Charter

Get the Complete Storyboard

See how all the steps you need to take come together, with tools and advice to help with each task on your list.

BONUS: Get access to up to 5 additional free downloads

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Attract more flies through other flies, not honey.

Companies Who Helped

  • Scripps Health
  • City of Vermont
  • Insource Performance Solutions
  • Richard Ivey School of Business, University of Western Ontario
  • Independence First
  • Target Marketing Inc.
  • PMA Canada
  • Jackson County
  • David James Bell Consulting
  • Red Wing Shoe Company
  • Mutual Bank
  • American Electric Supply, Inc
  • ASW Global
  • Chamco Industries Ltd.
  • McHenry County Government Ctr
  • Old Dominion Electric Cooperative

Solution Road Map

Other Solution Sets in Sales, Marketing, and Customer Service Applications
1. Vendor Landscape Plus: Lead Management Automation Platforms
From lead, to qualified prospect, to customer.
2. Design a Customer Service Strategy that Serves the Social Customer
Drive customer satisfaction & retention with social channels.
3. Vendor Landscape Plus: Customer Service Management Platforms
Select the right software to resolve customer service inquiries from start to finish.
4. Vendor Landscape Plus: Customer Service Knowledge Management Platforms
Provide agents and customers with solutions, not search engines.
5. Vendor Landscape Plus: E-mail Marketing Services
Give Marketing the help it needs without getting dragged into the IT weeds.
6. Leverage Social Media for Enhanced Customer Interaction
Attract more flies through other flies, not honey.
7. Vendor Landscape Plus: Social Media Management Platforms
Reign in social media by choosing a management platform that's right for you.
8. Formulate a Social Analytics Strategy
Decide when to do more than merely follow yourself on Twitter.
9. Implement a Social Media Program
Develop, execute, and govern a cohesive social media program across your entire organization to unlock the full potential of your social media strategy.
10. Vendor Landscape Plus: Field Service Automation Solution
Field service in the age of extreme mobility.
View the full Solution Road Map