Uses a proven, ten-step process to successfully implement Social CRM Services
ISM's Social CRM Strategy & Implementation
More and more organizations are turning to social media tools to increase both the quality and quantity of communication and engagement with their constituencies. Social media tools allow companies to create a dynamic, two-way dialog with their customers, prospects, employees, distributors and partners. Information gained during this two-way dialog adds an invaluable component to a company's understanding of what their various constituencies need and whether they feel confident that the company can fulfill these needs. Hosting your own on-line community is a great way increase engagement in an environment where you own the information and manage the conversation.
Research has shown that members of a social media community spend 54% more than non-members; that live support costs $12 per call versus $.25 for self-service; and that community members remain customers 50% longer than non-community users. In other words, enhanced customer engagement and satisfaction lead to more revenue and/or reduced costs. The growth of social media has led many CRM vendors to incorporate social media tools within their CRM application to create a new category of Social CRM products and processes.
We define Social CRM to include the careful use of social media tools to expand customer knowledge and increase customer intimacy. Social CRM provides the ability to harvest information from social media, integrate it with the CRM customer profile, and use that expanded profile to better personalize customer service, marketing messages, and sales offers.
Social CRM may be new, but customer and employee engagement is not. While these tools allow organizations to both serve and leverage their constituencies in new ways, they still must be integrated into an overall business and marketing strategy for the organization. ISM has 26 years of experience in integrating people, process and technology to increase customer knowledge and improve the customer experience. ISM has taken this knowledge and applied it to the world of Social CRM, where there is now a critical new set of tools that both deepens existing customer relationships and increases customer outreach. Our approach ensures that your Social CRM initiatives support business strategies and goals, are integrated with other marketing programs, represent your organization's culture and values, leverage and enhance your strengths, and are carefully monitored and measured.
ISM's Social CRM Implementation Process
We utilize our proven, ten-step Social CRM implementation methodology that begins with a thorough understanding of your business strategy and brings you through the successful implementation of your Social CRM initiative.
Here are the components of the Social CRM Strategy & Implementation Roadmap, many of which ISM also offers as stand-alone services:
ISM focuses on the results of Social CRM, working closely with our clients to define measurable business benefits. Business benefits can include increased revenue through greater client intimacy and outreach, cost avoidance/cost reduction by moving client support on-line, increased brand awareness due to enhanced thought leadership, and less expensive and more successful product development resulting from the use of market research forums.
Our strategy and implementation services help you navigate the maze of vendors, tools, and resources available in the market to create a Social CRM strategy that supports your business goals, provides measurable business benefits, leverages internal resources and assets in new ways, and most important, engages your constituencies in a way that builds a successful community. Once your initiative is up and running, we provide on-going support and a comprehensive analysis of the success of your Social CRM efforts.
ISM applies a unique approach that allows organizations to get into Social CRM in a very cost-effective and tightly controlled way. To learn more about ISM's Social CRM/Media services, please see our Social Media White Paper and contact Barton Goldenberg at (301) 656-8448 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it
To access an overview of ISM's Business Social Media Services, please click here
About ISM
Since 1985, ISM has specialized in creating and implementing Customer-Centric Business Strategies that leverage CRM, Social CRM, and Social Media tools and techniques. Clients includes the American Automobile Association (AAA), Amtrak, Armstrong, Giorgio Armani, ExxonMobil, IBM, Johnson & Johnson, Johnson Controls, Kraft Foods, Macmillian, Marriott, McGraw Hill, Nike, PepsiCo, Roche, Samsung, Sara Lee, T. Rowe Price, United Way, US Department of Defense, Xerox, and many others. For a full client list, please click here.