CRM for Social Media?

Home Forums Budgeting CRM for Social Media?

This topic contains 8 replies, has 4 voices, and was last updated by  Steve Ressler 8 years, 10 months ago.

  • Author
    Posts
  • #124901

    Lorne W. Neff
    Participant

    I am looking for ways to measure effectiveness and satisfaction of our social media. I work in a public affairs office and our social media operations are small, but we would like to better manage this process. My boss asked me to look into CRM and if it could be used for this process. Is anybody using CRM for social media? If so, please share.

  • #124917

    Steve Ressler
    Keymaster

    May want to check out RightNow which does that – https://www.govloop.com/group/rightnowforgov

    Also a good blog post on topic https://www.govloop.com/profiles/blogs/monitoring-and-measuring

  • #124915

    Lorne W. Neff
    Participant

    Thank you for info. It’s ironic, the featured interview in the blog basically says she doesn’t do anything really beyond monitoring and responding. I don’t think that’s going to fly as an answer here. We get almost no feedback beyond the occasional thumbs up for our daily posts so its kind of hard to interact in that environment.

  • #124913

    Steve Ressler
    Keymaster

    Check out how CDC measures social media – may give you ideas

    cdc.gov/metrics

  • #124911

    Lorne W. Neff
    Participant

    Thanks again for the reply. At first I thought we were on to something, but then I realized that those metrics were for their website, not their Facebook, twitter or other social media page. Have yet to see someone measure actual satisfaction for a Facebook page.

  • #124909

    Daniel Souza
    Participant

    Hi Lorne,

    In my experience, there aren’t tools who fill the two gaps you’re talking about here, and traditional CRM tools don’t fit.
    IMHO, you’ll have to use a Social Media Monitoring framework – you start with monitoring in order to identify peers, influencers, do a sort of sentiment analysis. And them, you can use a sort of Social CRM tool ( like Batchbook or Highrise) in order to create a central database of people.

    Two awesome articles to follow and improve your social media strategy:

    1) Listening framework – http://www.web-strategist.com/blog/2009/11/10/evolution-the-eight-stages-of-listening/

    2) Social CRM cases
    http://www.web-strategist.com/blog/2010/03/05/altimeter-report-the-18-use-cases-of-social-crm-the-new-rules-of-relationship-management/

  • #124907

    Lorne W. Neff
    Participant

    Thank you, I appreciate the feedback.

  • #124905

    Lorne W. Neff
    Participant

    Just read the the listening framework blog. It’s pretty depressing to know that my office stuck at level one and don’t have the culture to move beyond.

  • #124903

    Steve Ressler
    Keymaster

    Hi Lorne –

    While this has nothing to do with work. I am actually taking a Customer Relationship Management class . Have you checked out Peppers and Rogers and their 1 to 1 media? It pretty much goes along with what Daniel has provided to you but it’s just another option. It’s good stuff.

You must be logged in to reply to this topic.