Podcast
Questions and Answers
What is the primary focus of Social CRM?
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?
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?
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?
What is the main objective of understanding customer discussions about products in Social CRM?
Which aspect of Social CRM involves proactive engagement to capitalize on customer interactions?
Which aspect of Social CRM involves proactive engagement to capitalize on customer interactions?
What is one primary benefit of customer self-help forums in Social CRM?
What is one primary benefit of customer self-help forums in Social CRM?
How does innovation within Social CRM enhance product development?
How does innovation within Social CRM enhance product development?
What is a key characteristic of e-business collaboration supported by Social CRM?
What is a key characteristic of e-business collaboration supported by Social CRM?
What role does customer-experience play in Social CRM?
What role does customer-experience play in Social CRM?
What is one possible consequence of using Social CRM to enhance customer experience?
What is one possible consequence of using Social CRM to enhance customer experience?
What is the primary focus of developing a social media listening approach?
What is the primary focus of developing a social media listening approach?
Which elements are crucial to consider when evaluating the social media activities of competitors?
Which elements are crucial to consider when evaluating the social media activities of competitors?
How can employee mentions contribute to a social media listening strategy?
How can employee mentions contribute to a social media listening strategy?
What role do online publishers play in social media listening?
What role do online publishers play in social media listening?
When assessing your audience in a social media listening strategy, which of the following should be prioritized?
When assessing your audience in a social media listening strategy, which of the following should be prioritized?
Which of the following is a key area for transforming a brand through social media?
Which of the following is a key area for transforming a brand through social media?
What is an important step in acquiring new customers through social media?
What is an important step in acquiring new customers through social media?
In the context of transforming brand communication, governance refers to which of the following?
In the context of transforming brand communication, governance refers to which of the following?
What should be reviewed to effectively leverage social media capabilities?
What should be reviewed to effectively leverage social media capabilities?
Which aspect of brand personality is essential for setting a social media vision?
Which aspect of brand personality is essential for setting a social media vision?
What is a primary objective when using social media to increase sales to existing customers?
What is a primary objective when using social media to increase sales to existing customers?
Which activity is NOT part of enhancing customer service through social media marketing?
Which activity is NOT part of enhancing customer service through social media marketing?
In the context of increasing sales to existing customers, what does the amplification effect refer to?
In the context of increasing sales to existing customers, what does the amplification effect refer to?
What is one potential benefit of managing a company’s own service forums on social media?
What is one potential benefit of managing a company’s own service forums on social media?
Which of the following is a recommended practice for social listening within customer service management?
Which of the following is a recommended practice for social listening within customer service management?
Which component of customer engagement refers to tracking customer sentiments on third-party platforms?
Which component of customer engagement refers to tracking customer sentiments on third-party platforms?
What aspect of customer engagement measures the frequency and category of product purchases?
What aspect of customer engagement measures the frequency and category of product purchases?
Which feature is NOT part of Forrester's definition of customer engagement?
Which feature is NOT part of Forrester's definition of customer engagement?
Which metric best represents the 'Influence' component of customer engagement?
Which metric best represents the 'Influence' component of customer engagement?
In customer engagement, what does 'Recency' refer to?
In customer engagement, what does 'Recency' refer to?
Flashcards
Social CRM
Social CRM
Managing customer conversations to improve customer relationships.
Social Listening
Social Listening
Monitoring and analyzing customer conversations on social media.
Social Selling
Social Selling
Using social media to generate leads and sales, especially in B2B.
Customer Insights
Customer Insights
Information gathered about customers from social media.
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B2B Social Selling
B2B Social Selling
Using social media for lead generation in business-to-business contexts.
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Customer Self-Help Forums
Customer Self-Help Forums
Customer support provided by the company or neutral sites, enabling customers to resolve issues independently.
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Social CRM Innovation
Social CRM Innovation
Using customer conversations to create new offerings or improve existing services.
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Internal E-business Collaboration
Internal E-business Collaboration
Using internal tools (like an intranet) to boost teamwork and business process efficiency.
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Enhanced Customer Experience
Enhanced Customer Experience
Using social CRM to improve customer satisfaction and brand value.
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Customer Advocacy Programs
Customer Advocacy Programs
VIP programs focusing on customer collaboration to boost brand loyalty or advocacy.
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Social Media Listening
Social Media Listening
Understanding social media activity of audiences, analyzing what they say and share, and tracking brand and competitor mentions.
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Target Audience
Target Audience
Specific groups of people a brand is aiming its marketing efforts at.
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Competitor Analysis
Competitor Analysis
Evaluating how your competitors are performing on social media to identify strengths and weaknesses and adapt.
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Online Publishers
Online Publishers
Websites or publications that publish content about a specific industry or area; an indirect competitor and influencer.
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Social Media Channels
Social Media Channels
Platforms for online communication; crucial for activities and interactions with the target audience.
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Social Media Brand Transformation
Social Media Brand Transformation
Major changes in a company's brand image, internal structure, and communication methods to fully utilize social media across various functions.
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Social Media Scope
Social Media Scope
Clearly defining the boundaries and goals of social media activities.
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Social Media Responsibilities
Social Media Responsibilities
Determining who is in charge of managing the company's social media presence.
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Social Media Sales Growth
Social Media Sales Growth
Using social media to increase customer acquisition and sales.
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Brand Vision
Brand Vision
Defining the ideal future image of the brand on social media.
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Boosting Existing Customer Sales
Boosting Existing Customer Sales
Using social media to encourage more social interaction with existing customers to increase sales.
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Social Media Customer Service
Social Media Customer Service
Using social media to enhance customer service by identifying customer service needs, answering questions, and improving offerings.
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Social Listening for Service
Social Listening for Service
Monitoring social media to find customers needing service.
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Customer Service Outreach
Customer Service Outreach
Addressing customer questions and problems through social media.
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Social Media Service Improvement
Social Media Service Improvement
Using social media feedback to enhance products and services.
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Customer Engagement (Long-Term)
Customer Engagement (Long-Term)
A brand's ongoing effort to capture and retain a customer's attention.
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Customer Engagement (Short-Term)
Customer Engagement (Short-Term)
Focusing on a single customer interaction at a specific touchpoint.
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Involvement (Customer Engagement)
Involvement (Customer Engagement)
Measures of customer activity on a website, such as visits, time spent, and pages viewed.
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Interaction (Customer Engagement)
Interaction (Customer Engagement)
Customer interactions, including comments, reviews, and customer service communications.
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Intimacy (Customer Engagement)
Intimacy (Customer Engagement)
Tracking customer sentiment about the brand from third party reviews or surveys.
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Social CRM Explained
- 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.
Scope of Social CRM
- 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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