Social Media Marketing » 10 Steps to Integrate Social Media and CRM
10 Steps to Integrate Social Media and CRM
You will learn...
- How to convert conversations to transactions
- How to manage many-to-many relationships
- About the tools that allow you to complete the ten pillars of integrating social media with CRM
- How to improve your CRM ecosystem
- A phased approach to accomplishing your social media conversion and management goals
Convert conversations into transactions.
Social CRM is defined as your response to your customers’ conversations within the social media spaces. How do you convert conversations to transactions? Jesus Hoyos explains the ten pillars of successful social CRM.
Social CRM is composed of three areas: Social Conversation Analysis, Tactical Plans, and CRM. In this class, you’ll learn about the ten considerations that you need to have in mind to best manage and convert your social media marketing into tangible results, as well as the tools that allow you to do so.
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President, Social Media Club, Mexico City
Partner and co-founder of Solvis Consulting, Jesús Hoyos has over 18 years of experience providing leadership in the execution of Customer Relationship Management initiatives. Throughout his career he has assisted clients, vendors, and team members with business processes, requirements, project management, quality assurance, business cases and best practices. Before founding Solvis, he was the Regional Domain Partner for Customer Management Solutions in Latin America for Cambridge Technology Partners. Jesús is also co-founder of Customers Forever, LLC, a company dedicated to promote CRM in Latin America. At Solvis, He has worked with high profile international companies in Canada, United States and Latin America executing CRM strategies and implementing many software packages Jesus is also a co-founder of the Social Media Club Mexico City. |
| Title | Duration | |
|---|---|---|
| Introduction | 1:51 | |
| Defining Social CRM | 4:00 | |
| Peer to Peer Channels | 1:00 | |
| Taking Advantage of Social Channels | 3:33 | |
| How CRM Has Evolved | 1:49 | |
| Creating a Community | 5:28 | |
| Three Social CRM Areas | 2:46 | |
| CRM Tips for Effective Results | 3:51 | |
| Conversation Map | 1:43 | |
| Social Graph of Customers | 1:09 | |
| Are Your Customers Using Social Media | 1:27 | |
| Process and Requirements | 1:45 | |
| Social Media Tactical Plan | 1:32 | |
| Using Case Studies and Integration | 1:08 | |
| Traditional CRM | 1:27 | |
| Internal Collaboration | 2:44 | |
| Culture, People & Change Management | 1:00 | |
| Improve Your CRM Ecosystem | 2:42 | |
| Key Takeaways | 3:03 |
Class Information
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