Social CRM Overview

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Questions and Answers

What is the primary focus of Social CRM?

Streamlining internal communication among marketing teams.

Collecting demographic data to optimize product pricing.

Enhancing direct sales through traditional advertising methods.

Managing customer-to-customer conversations to strengthen brand relationships. (correct)

Which of the following best describes the role of social listening tools in Marketing within Social CRM?

They facilitate direct sales through targeted promotions.

They allow monitoring and analysis of customer conversations. (correct)

They provide insights into competitor pricing strategies.

They automate customer service responses for efficiency.

In which area of Social CRM is LinkedIn considered particularly valuable?

Sales strategies and lead generation. (correct)

Customer service support and escalation.

Content marketing for engaging new audiences.

Brand reputation management through review monitoring.

What is the main objective of understanding customer discussions about products in Social CRM?

To influence sales and generate leads through appropriate engagement. (C) Signup and view all the answers

Which aspect of Social CRM involves proactive engagement to capitalize on customer interactions?

Social selling within the sales function. (B) Signup and view all the answers

What is one primary benefit of customer self-help forums in Social CRM?

They reduce the need for direct customer service interactions. (A) Signup and view all the answers

How does innovation within Social CRM enhance product development?

By integrating customer discussions into development processes. (B) Signup and view all the answers

What is a key characteristic of e-business collaboration supported by Social CRM?

It integrates a company’s internal tools for collaborative efforts. (D) Signup and view all the answers

What role does customer-experience play in Social CRM?

It enhances customer interactions by leveraging shared characteristics. (B) Signup and view all the answers

What is one possible consequence of using Social CRM to enhance customer experience?

It can create strong brand advocacy among and between customers. (D) Signup and view all the answers

What is the primary focus of developing a social media listening approach?

Identifying audience engagement and sentiments (A) Signup and view all the answers

Which elements are crucial to consider when evaluating the social media activities of competitors?

Both direct and indirect competitor activities (C) Signup and view all the answers

How can employee mentions contribute to a social media listening strategy?

They reflect the brand's reputation and employee advocacy (A) Signup and view all the answers

What role do online publishers play in social media listening?

They act as both indirect competitors and influencers (C) Signup and view all the answers

When assessing your audience in a social media listening strategy, which of the following should be prioritized?

Your audience’s demographic and behavioral data (C) Signup and view all the answers

Which of the following is a key area for transforming a brand through social media?

Setting a scope for social media activities. (B) Signup and view all the answers

What is an important step in acquiring new customers through social media?

Utilizing social media to reach new prospects and convert them into customers. (D) Signup and view all the answers

In the context of transforming brand communication, governance refers to which of the following?

Defining who is responsible for managing social media activities. (A) Signup and view all the answers

What should be reviewed to effectively leverage social media capabilities?

Social media capabilities and priorities based on the company's goals. (B) Signup and view all the answers

Which aspect of brand personality is essential for setting a social media vision?

The tone and voice of communication in social media interactions. (C) Signup and view all the answers

What is a primary objective when using social media to increase sales to existing customers?

Encourage more social interactions on the site (A) Signup and view all the answers

Which activity is NOT part of enhancing customer service through social media marketing?

Creating engaging advertisements for new products (D) Signup and view all the answers

In the context of increasing sales to existing customers, what does the amplification effect refer to?

The increase in engagement due to social shares (D) Signup and view all the answers

What is one potential benefit of managing a company’s own service forums on social media?

Improving product and service offerings based on customer feedback (B) Signup and view all the answers

Which of the following is a recommended practice for social listening within customer service management?

Proactively reaching out to customers with unresolved issues (B) Signup and view all the answers

Which component of customer engagement refers to tracking customer sentiments on third-party platforms?

Intimacy (A) Signup and view all the answers

What aspect of customer engagement measures the frequency and category of product purchases?

Interaction (A) Signup and view all the answers

Which feature is NOT part of Forrester's definition of customer engagement?

Customer service response times (D) Signup and view all the answers

Which metric best represents the 'Influence' component of customer engagement?

Likelihood to recommend (B) Signup and view all the answers

In customer engagement, what does 'Recency' refer to?

How recently a customer made a purchase (A) Signup and view all the answers

Study Notes

Social CRM manages customer interactions to strengthen relationships with existing and potential customers, and stakeholders.
This framework highlights social media's role in gathering customer insights across various business departments.

Marketing: Uses social listening tools to track, analyze, and respond to customer conversations.
Sales: Observes customer discussions about products/services, identifies ideal ways to participate in conversations, influence sales, and generate leads. Social selling, focusing on platforms like LinkedIn for B2B, is critical in lead generation and sales.

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Description

This quiz explores Social CRM, emphasizing its role in managing customer interactions and insights across marketing and sales. Discover how social media tools are essential for tracking customer conversations and enhancing business relationships.