Category: SCRM

Create Interactive Social Media Posts using Oracle Social Cloud

Right contents in your social media fan pages, create a big impact in engaging your targeted audience. Though creating highly engaging contents is an art by itself, having right tools to build them is another major challenge / limitation to most of the Organizations.

In the last post on Oracle Social Cloud we discussed about how Oracle Social Cloud would help you to cut through the noise and hear what you like to hear that are of your interests like your brands, products, services, competition etc.. In this post I like to highlight some of the exciting features in Oracle Social Cloud that enables you to create highly engaging contents that can be published in your Organization Facebook page in a matter of few minutes ….

In its simplest form Oracle Social Cloud makes it possible to create interactive contents and publish in Facebook using “Views” section. The views module is supported by a WYSIWYG editor with rich controls to plug in various elements that would help you to build a highly engaging Social media content. The controls are grouped under five modules as Basic, Interactive, Feeds, Forms and Custom. The summary of various controls available under these buckets are presented in the below screenshot.

Oracle Social Cloud Controls

As you see above the kind of controls that you have under various buckets is quiet rich and one or more controls can be used to build an interactive post by simple drag and drop of this Control to the editor.

Let us dig into the usage of Controls with a very simple example. Assume you would like to run a Coupon Campaign where you want to collect user persona details of your Organization’s interest in exchange for a coupon that they can reimburse in a prominent e-commerce website.

You can do in simple 3 easy steps.

Step 1, drag the form module from “Basic” section in the editor

Oracler Social Cloud Basic editor

Step 2, expand the controls section to edit the control. As a first step build a form using WYSIWYG editor collecting user persona details of your interest. As you see below you have the flexibility to capture any kind of information using custom fields that are available in the form editor

Building a form using WYSIWYG editor

Step 3, go to the images section to add an image that appears before the form is presented, here a simple compelling image which displays the intended message of “Click here for $10 coupon” and an image that says a “Thank you message” on user submitting the form is used.

Oracle Social Cloud image Section

That is that you have to do to create this campaign. Use the Preview button to view how it appears and publish it in your Facebook account. All form data submitted by users can be downloaded later from the same control in form of a simple CSV …

coupon_4

In summary I believe having a right tool like Oracle Social Cloud to manage your social campaigns enables your marketing team to quickly create interactive highly engaging campaigns that would make a significant difference to your ROI in Social Marketing.

Venkatesan Sundaram
Senior Director, CRMIT

Originally Published on Venky’s Blog

Social CRM Systems and their Benefits to a Business

Social CRM is the latest update in the Customer management Industry. With the sudden growth in social media platform, it’s through social CRM that you can connect in a more personal level with your consumers and track their daily activities. Nowadays, you will find a number of software systems that are ready to help you with social CRM technology. Let’s not waste another minute in chit chat and start exploring the following points that will help you in understanding their work methods and how you can achieve effective results with the system –

Social CRM
Social CRM helps you to Connect with Consumers on Social Media Platform

Features

Do you really wish to make a difference with your social CRM techniques? Then it is essential that you buy software systems that help you to employ an equipped CRM method technique. With these software systems you will be able to collaborate efficiently with others who belong to the other side of the mark of formal authority. This will significantly help you to accomplish your goals in a definite period of time.

Now, with social CRM, you can also follow people, their status updates and even share your views with them. With every post that you update, you can even attach a CRM linked file. With social CRM, you will be able to maintain customer interactions and engagements with transactions and operations being a byproduct. The system is also enabled with active tool management that makes it really simple to connect with your consumers through comments, file sharing and links.

You can even improve your company products through social online forums, where consumers will disclose their views and regards about the products and how you can improve them to attain better customer relationships. Most of these software systems are created with web technology 2.0 as base framework. It is chiefly information sharing stand point where consumers and sellers get to know each other in a more personal level.

Benefits

These software solutions are great problem solvers. You can use them to assist you in both cross and up sells. They help you to build a strong customer bond and improve the productivity of the business. You also get to establish a number of social profiles and groups through the means of automated centric processes.

The platform is secure which makes it absolutely safe for your organization to share information with other potential members of your company. You also get to create system feeds of records that are closely followed by users.

Conclusion

Social CRM systems help you to find and import leads. You get to measure the amount of money spend on marketing. You also get to scrutinize the effect of every single marketing program. Apart from these, you get to capture the contact information and important sale news. You can also recognize the sale prospects through the means of advanced search options. I hope that the article provides you with enough knowledge of Social CRM and how they work to help you in building customer relationships.

Author’s Bio: Alisa Martin is a profound writer and is popular for her authenticate writings. She mainly writes about business advertisement such as “Social Media marketing is one of the most proficient ways of online marketing(http://completeseoservice.com/)” and several other topics.

A thousand followers on Twitter for CRMIT Solutions….

Why is this important? Imagine having a captive audience waiting for our information every minute of the day.  By positioning ourselves as an industry expert, we can grow a small community of followers, who will have a direct connection to CRMIT and who recognize us and our business brand!  Twitter provides a great platform to connect with the right people to fit our business needs. 

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Guest Post : Have I Got Your Attention Now?

Admit it.  As consumers, we’ve all felt frustration . . . the confusing IVR, the long hold, the uncaring support agent, the seemingly Draconian rules that cost time and money.   It’s amazing more people don’t take to violence.  But sometimes they do.

Her name is Mona Shaw, a 79 year old with a heart condition.  She is a nice lady and serves as secretary of the local AARP, belongs to a square-dancing club and takes in strays for the local animal shelter. You wouldn’t consider her tops on the list of people pre-disposed to violent action.  But her phone service had been out for a week and no one seemed to care. Helpless rage . . . we’ve all felt it.

Ignored too often for too long and armed with a hammer, she visited the local office walking to the front of the line passing other waiting customers.  Leaning over the counter, Hammer Lady” started destroying office equipment. Once the damaged had been done, Hammer Lady asked the frightened customer service employees, “Have I got your attention now?”

Picture Courtesy : http://funnygurusdca.livejournal.com/1005932.html

Everyone has a little Hammer Lady in them. Scary thought. Luckily, more people don’t act in such dramatic ways. But the hammer of an emotional rant via social media can cause even more damage.  We didn’t we learn about her story in social media. The story found traction old school via CBS News, the Washington Post, and Dr. Phil, among others. To be fair, the story was extended via social media once it played in print and broadcast.
This quaint little story about a quaint elderly lady reminds us that today’s customers are less likely to stay silent and simply go away. They are emboldened to take action, often rash irrational action. It may be a rant to a neighbor. It might be letter to the president. It might be a Facebook-ignited wildfire. And in some cases it just might be a hammer.

These random acts of frustration happen when traditional means have failed.  Here’s the point. The best way to minimize the impact of frustrated customers “going toolbox” is to make your traditional customer service channels work better. But recognizing you can’t please 100% of the customers 100% of the time, what can you do?

Give customers their own hammer.

I’m totally serious. Tell them exactly how they can get your attention if traditional channels don’t render satisfaction. That’s better than an irate customer lighting the fuse with a mad tweet. Get control by giving control.  You may be thinking, “If I give customers hammers they will use it to beat us up.”   Many fear giving such a tool to customers undermines the integrity of standard customer service processes. “They will use the hammer instead of calling our regular people.”

The hammer is something to be used when the system fails rather than instead of the system. So when giving customers “their own hammer” it is important to include instructions: “please use this hammer if you do not find satisfaction through our normal channels.” Key word is ‘if.’ Indeed, the normal channels need to have integrity as the best and easiest way. In many ways, a hammer encourages normal service to be better.

Perhaps the hammer needs a less violent name. How about panic button, emergency alarm, or circuit breaker?   If your organization believes in the voice of the customer, doesn’t it make sense to make sure the customer has a voice?  And if they have a voice wouldn’t you rather they were engaged directly with you rather than the “open microphone” of social media?

Gary Lemke

Gary Lemke (@lemke) is Chief Customer Advocate at CRMAdvocate where he blogs about the customer experience, CRM, and the Contact Center.  Join the discussion by visiting crmadvocate.com

SmartCon

Sugar CRM conducts a conference called SugarCon and they are promoting it heavily through various channels. Today I got an Email about this conference and found a curious announcement there:

To be frank, there is nothing new in this scheme:

  1. All major conferences invite experts to present sessions
  2. It is quite common to ask them to present their topics / ideas online
  3. With the emerging Social Web, participants vote and decide which topics should be presented in a conference

Now, Sugar CRM has combined this #1, #2 and #3 to a powerful Email Campaign, whereby it asks general public to submit their ideas and present them, if those ideas get enough votes. Smart, But nothing great.

But, look at it from the Social CRM perspective, you will understand how Sugar CRM has scored many big wins here:

  • By making this sound like a contest, they are inviting clicks, whether people submit ideas or not, they will come to the website and read all about it
  • They have opened this ‘Submit your ideas’ to everybody, not just experts, a perfect Social Web Scenario (More participation, better conversations, better relationships)
  • By adding a prize (Free pass to SugarCon) element, they have made this more attractive, BUT it is not going to cost them anything, in fact having a speaker for free saves them money!
  • But, what if many people jump at the opportunity and submit stupid ideas, just to get a free pass to the conference?
  • No problem, introduce votes, Only if your topic gets high number of votes, you will win your pass
  • This actually means, Sugar CRM needn’t appoint anybody to moderate / filter out junk topics, they are filtered by the real users, for free!
  • OKay, What if I ask my friends and coworkers to vote for me?
  • Again, No Problem, When you do that, you are indirectly selling my product (conference) to others, getting me new leads, again for free. So let me go and encourage you to do it (Notice the place where Sugar CRM actually asks you to spread the message, for your own sake of course 😉 )
  • They haven’t announced how many such ‘public’ sessions will be presented in Sugar Con, Means they can control what is the ‘minimum number of votes’ you need to win the pass, and this can be used to eliminate all those ‘stupid, yet popular’ topics
  • Best part is, they are making the CRM community think of innovative topics to be presented in SugarCon, that way it will be driven by real users, not just few experts / thought leaders, Priceless!
– Naga Chokkanathan, Direct (Innovation), CRMIT

Social Media Q & A

Rypple.com posted some interesting questions regarding usage of Social Media in today’s enterprises. I have tried to address them based on our experience in handling Social Media / Social CRM Projects. Please share your thoughts too:

What companies are using social media internally?

Almost all companies need to adopt this sooner or later. But as the first wave, B2C companies seem to be doing this more than their B2B counterparts, If you want to drilldown further, FMCG companies, Telecom, Media, Banks followed by Retail is my order.

How are they using social media with their employees? And how is it helping?

This is still a ‘guess’, but it is very clear that your Social Media strategy *should* include an internal collaboration strategy too, Because it gives you immediate visibility and ROI, before even you attempt at speaking to people external to you.

I feel the value add is in the areas of searching for past experiences and finding the right resources to close a new business or a client problem faster. Other aspects could be knowledge sharing, Groups etc.,

Do employees get more work done when they can utilize social media tools? Why or why not?

People argue both ways. One school of thought says that Social Media tools improve productivity, while others feel it is a distraction. As of now many companies are keeping them separate (Social Media Team) until it becomes clear what is effective and why

If you ask my personal opinion, I am from the “Yes, Social Media Tools help me **work** better” group. But that is only because I am confident about my discipline and ability to make best use of it, Can’t say the same about everybody else, even my closest colleagues 🙂

Will younger workers want to work at an organization that doesn’t embrace real-time, collaborative tools?

A big fat No 🙂 They may still work, but the *want* part will certainly be missing. For the web 2.0 generation, social tools are a way of life, not an optional thingy

– Naga Chokkanathan, Director (Innovation), CRMIT

(Originally written at : http://www.quora.com/What-companies-or-individuals-are-using-Social-Media-most-effectively-for-the-Enterprise)

Socially skyward…

Whenever one travels by a flight, the primary concern is his/her co-passenger, mainly because one doesn’t have an option to change their seats even if the flight has vacant seats or it doesn’t have frequent stops like other means of transport. This unknown passenger lands up as a point of conversation across chat rooms or as a status on social networking platforms. One could have a hilarious experience or a disastrous one. But going forward, one airline is going to make that a difference –‘Social seating’ it involves choosing your seat based on the individual’s interest, hobbies, profession etc. This service is to be introduced early next year by the Royal Dutch airline which has its services to across 135 countries across the world. This is probably high flying Social CRM in the skies. KLM has been running its airlines close to a century now and is one of the oldest airlines in the world. It tied up with Air-France in 2004 for a strategic partnership but both run as independent airlines.

This seating based on Social network platforms isn’t much of a surprise as Malaysian airways had introduced its seating facility way back in March, wherein it allows users to see where their Facebook friends are sitting on a given flight and even Virgin Atlantic is coming up with some kind of a similar programme. KLM intends to get users (passengers) visibility to a limited section of social networking sites, be it Facebook or LinkedIn. The section that is visible is the hobbies, interests, profession etc. which enables passengers to select their co-passenger.

However, this is optional and not mandatory as most of the business travelers / others may want to get rest during their flight. But what is interesting from Social perspective is the fact that flight journeys are only going to get more socializing. This could lead to a host of networking opportunities and could lead to synergy business deals. The other interesting fact is one can get to actually choose their fellow passenger and know whom they are going to travel with for that particular span of time. From an airline perspective, their in-flight entertainment expenses come down drastically as this is purely a choice that begins with the customer and ends with the customer.

There are some concerns with regards to choosing a passenger based on looks and it could turn out being more like a high flying date and an unpleasant one. But that is definitely up to the passenger as each of them would have to accept if they like to be seated next to the other. It is interesting to see how the airline industry has cashed upon social networking sites and building their CRM using the social media platform.

An important thing to keep in mind is making sure one never fakes up a hobby or interest if there isn’t one, as one could get a co-passenger who would want to be seated next to you. This feature ensures that one is really socially sociable. It however makes travel easier for us as we are in the process of CRM by the nature of work we do, so it really doesn’t matter who the person is or what he does.

– Sai Ratnakar Bezawada

Picture Courtesy : http://openclipart.org/detail/29213/paper-plane-by-ddoo