social customer services

Traditional CRM vs social CRM (Infographic)

Over the past two years Our Social Times has hosted social CRM conferences in London, New York and Paris.

It’s a fast-growing industry with many specialist themes, but the first question the speakers always get asked is: “How does social CRM differ from traditional CRM?” 

Social customer service: a best practice checklist

This week I went to Manchester to speak at O2’s first Marketing Matters event, which was attended by key contacts from the brand’s top 50 partners that sell to and manage business customers.

The group had asked for input on social, since they highlighted this as the most important aspect of their marketing plans for the next year. This is interesting in itself, but hardly surprising.

What was heartening however, was that my session covered social customer service. This is something we’ve covered steadily since last April, with pitches now regularly heading our way full of research into its growth.

In my experience, when that happens, it means that marketing teams have realised that they can get some PR mileage from a study into this ‘new trend’ – and that means a trend has become more than that. It means it’s actually happening.

I’ve turned my deck into a best practice checklist, with supporting research, context and case studies at the end.