Traditional CRM systems have customer touch points to gather customer information confined to methods like in-person interactions, telephonic conversations, information gathered from internet mostly websites and email communication. The process to build an efficient customer database also happens to be a tedious task as one needs to keep a track of changes by continuously interacting and monitoring customers. Social media sites like Facebook have over 500 million active users who constantly update their personal information and also provide us a medium to understand their needs and sentiments.

Social CRM eases the effort required to continuously monitor your customers, it provides a stable platform that monitors their activities on social media sites like Facebook, twitter and Linkedin. Social CRM also allows us to segment customers and users based on demographic, psychographic and geographic factors; this can be used to effectively target marketing campaigns.

Social CRM can be used to:

  • Connect and interact with customers through social media
  • Build a customer database directly using information available on social media websites
  • Understand the sentiments of people around your brand/ product
  • Analyze requirements of customers and use them to upgrade your products and services
  • Measure campaign efficiency

Nuvento’s offerings on Social CRM

Consulting:
  – Understanding your business needs and architecting a social media analytics strategy

Data extraction and processing:
  – Data Extraction from sources like Facebook, twitter and linkedin
  – Data filtering and deduping

Reporting and integrating data to CRM: 
  – Reporting interface to display extracted contents along with options to filter specific fields
  – Connect and feed data to your existing CRM interfaces

Analytics:
  – Customer Segmentation
  – Churn analysis
  – Targeted advertisement information
  – Up-sell lead generation
  – Sentiment analysis
  – Comparative opinion mining
  – Social network analysis, centrality and influence measurement Budgeted network reach analysis

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