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The Evolution of CRM to sCRM

THE EVOLUTION CRM → SCRM OF The 1990s: THE PRIMORDIAL SOUP IN THE BEGINNING THERE WAS CRM. Customer Relationship Management let Sales Executives. Build LISTS, Customise CAMPAIGNS, and record CONTACTS with each individual. IT WORKED. Previous "Contact Managers" had been DESKTOP APPLICATIONS... .sometimes, without even a shared database. Customer Relationship Management gave salespeople a SINGLE VERSION OF THE TRUTH about their customers. Who coined the term CRM? WE DON'T KNOW. But it meant conversations across phone, face-to-face, and email were stored in sequence, enabling communications and offers BASED on each customer's dreams and desires. Implementation cost $60-130 MILLION! But at last, customer information had a life beyond the Sales, timely and accurate. AND THE JOURNEY HAD JUST STARTED. The 2000s: THE CAMBRIAN ERA CRM went from APPLICATION to ECOSYSTEM. Thousands of plug-in apps made CRM customisable. ... and useful to EVERYONE. It enabled up-selling and cross-selling, but not just among Sales. A customer in CRM was now a PERSON. Not just a name and job title. A company has many EMPLOYEES, but its customer saw one RELATIONSHIP. At least that was the plan. The 2010s: THE MODERN ERA But a few years later, the world moved its opinions - and its customer relationships - onto SOCIAL MEDIA. They LAUGHED on LINKEDIN. 'FESSED UP on FACEBOOK. TATTLED on TWITTER. So CRM evolved again: into SOCIAL CRM, or SCRM. SCRM realised a customer isn't an EMAIL THREAD or a SERIES OF CALLS. A customer lives in Tweets, Posts and Status updates, Likes and Follows and memberships. And so do their BUYING SIGNALS, SERVICE NEEDS and BUSINESS PAINS. SCRM evolved to deal with them. Today's SCRM lets you build a HOLISTIC VIEW of the customer. What the customer says to YOU, says on SOCIAL MEDIA, or even what they say to OTHERS. SCRM lets you participate in ALL THESE CONVERSATIONS... ..as if they were the SAME conversation. Today, over FORTY MILLION PEOPLE use SCRM to and gain INSIGHT TRACK, ANALYSE, into customer behaviour ACROSS THE WHOLE BUSINESS. THAT'S SOCIAL CRM. TAKEAWAYS Social CRM moves beyond contacts and enables you to build relationships with Customer conversations There are countless aren't just with you, but with other customers conversations, but only one relationship. customers. Gain a holistic view of your customers and place them at the centre of your business strategy to build long lasting and loyal relationships by Downloading our free eGuide Redspire The Ultimate Guide to: Creating customer centricity with CRM The Ultimate Guide to: Creating To pras perin the madern marietplace, companies mustembrace a culture af cus lomercentricty - and the best way theycan achieve this is by fullyexploiting the polential of their CRM phtform customer centricity with CRM Learn more *** ULTIMATE SERES ULTIMATE SERIES *** Redspire C

The Evolution of CRM to sCRM

shared by Redspire on Oct 02
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This infographic charts how CRM has become Social CRM, or sCRM - gathering information about a customer based on everything they do and say across all media, to give the complete picture.

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