Ice scrm
22
Personalization & the Wisdom of the Crowds by Adi Farkash February 2013 www.icescrm.com
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Transcript of Ice scrm
Personalization &the Wisdom of the Crowds
by Adi Farkash
February 2013
www.icescrm.com
get into customers shoes
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social customer experience
3
4
desires & needs no# 1
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desires & needs no# 1
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desires & needs no# 2
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CRM 2.0
desires & needs no# 3
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customers are customers
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digital. social. mobile
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From STKI
business point of view
sale
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sale
Reminding
you ….
the challenge
manage customers dialogue & personalization tool
EFFECTIVE
AFFORDABLE
SELF-SERVICE & INTUITIVE
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SELF-SERVICE & INTUITIVE
the solution is iceSCRMAn holistic solution for customers dialogue management with
main components:
A social personalized customer mini-site
Branding, customer service and one-on-one interaction
In-page social CRM dashboard and feed monitor
Manage your multi-social feeds in one placeManage your multi-social feeds in one place
Self-service content management
Create your social content – branding messages & campaigns,
store locations, news, FAQ
Simple setup and administration facilities
Out-of-the box integration with leading CRM tools
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Screen shots
Home page
Focused brand
messaging
The Solution Customer Care & Marketing Tabs
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Customer service request dialog
Facilitating
private and
controlled dialogs
with your
connections.
The Solution Customer Care & Marketing Tabs
connections.
Incorporating
emoticons (mood
icons ) – let your
connections
show you how
they feel about
your service
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Store locator
Put your stores
on the map
Display branding
images and
opening hours
information.
The Solution Customer Care & Marketing Tabs
information.
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Deals & Promotions
Publish public
and personal
deals and
promotions
The Solution Customer Care & Marketing Tabs
promotions
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Coming Soon
Q&A and news
tabs for customer
pertinent
information.
Gift list, product
The Solution Customer Care & Marketing Tabs
Gift list, product
reservation and
pre-order tabs
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The Solution Social CRM dashboard for customer reps enables you to
Manage social connections as customers across networks - new and dropped contacts, VIP activity and more
Monitor social network feeds and coordinate customer care responses
Engage connections in private and controlled conversations
Measure and reward social engagement
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Feed Monitor
A single place for
all your social
feeds from all
your social places
Filter, sort and
The Solution
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Filter, sort and
drill-down
Post and answer
