Social CRM and Decision Support Sample Clauses

Social CRM and Decision Support. The Customer Point of View (POV). Map the Social Graph Tracking and measuring the dynamics of a marketplace conversation to understand sources of infl uence, spot problems, and create loyal advocates is largely what drives the current interest in social analytics. Beyond this, connecting the impact-or more correctly, the underlying cause—of these conversations deeply into business processes defi nes the emerging discipline of Social CRM. Social CRM includes the following fi ve elements: • A genuine effort on the part of the firm or organization to understand and consider the point of view of its customers and/or stakeholders, for whom the business or organization exists. • An understanding and mapping of the social graphs, communities, and the social applications that connect individuals within your overall audience to each other (rather than to you) and thereby gaining an insight as to how you fit into their world. • The identification of the specific difference between the activities your customers want to take ownership for versus those in which they look to you for guidance, relief, assistance, and similar contributions from you that improve their quality of life. • The optimization of your commerce or conversion processes given the role of customers and stakeholders in the conversations that impact conversion. • The connections—touchpoints—between your activities and those of your customers with the internal business processes that drive the experience that occurs at those touchpoints. Table 8.1
Sample 1
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