Social CRM Fundamentals

Social CRM Fundamentals

 

While social media provides you with a wealth of information about who your customers are and what they want, determining the most effective way to harness this information can be tricky.

 

In this course, social media strategist David Ho explains how to incorporate customer relationship management (CRM) analytics into your social media marketing strategy to grow your online presence and your business.

 

Next, he shows you how to develop your social CRM strategy so you can define and maintain your brand, develop social media best practices, and launch targeted and segmented marketing campaigns.

 

He also explains how to connect with online influencers who can enthusiastically and effectively spread the good word about your brand, engage with prospects, and handle challenging customer service interactions.

 

He wraps up with how to document your processes and use customized analytics.To begin, David explains what social CRM is and how to select and implement the best CRM platform for your organization.

TRAINING SYLLABUS

 

OVERVIEW

• What is social customer relationship management (CRM)?

• Your toolkit - Process documentation and Analytics

 

GET STARTED

• The new way of marketing

• Choose a social CRM platform

• Allocate resources

 

DEVELOP YOUR STRATEGY

• Branding

• Rules of engagement

• Campaigns

 

MANAGE SOCIAL CRM

• Identify influencers

• Engage with prospects

• Customer service


 
 
 
 
 
 

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