Web2express provides the following custom services for social media monitoring: 
- Use Realmon9 (the first Google App for social media monitoring) and other free or commercial monitoring tools to create effective always-on monitoring pipeline for your organization. Customization includes selection of the right tools as well as the right social networks and data sources. For your vertical or industry, it's critical to make sure all relevant data sources and vertical social networks are included in the monitoring process. The client organization will own the social media content coming out of the monitoring pipeline.
- Integrate real time social media monitoring results into your enterprise CRM, text analytics and collaboration software. This integration will turn your existing CRM to Social CRM, further automate your marketing/sales/PR/support processes, and power your enterprise platform with social media and web intelligence.For example, we developed open source Salesforce app social2leads to feed leads from Realmon9 to Salesforce CRM.
- Provide continuous social media monitoring and lead gen services. Large scale monitoring usually generates large number of data that require near real-time attention. We will select the leads and categorize the relevant conversations according to your requirements. The selected leads and social media contents will provide much cleaner data for your marketing/sales/PR/support teams to act upon.
- Perform custom analysis (such as auto-discovery of trends, co-reference analysis and sentiment analysis), web data mining, and custom reports.
Why connect social media to CRM?
You may check out
Accenture's most recet report (2/2010) "
Social CRM: The New Frontier of Marketing, Sales and Service". The report suggests "companies should adopt a “
social CRM” strategy. Such a strategy will help them touch customers at many more points and much earlier in the buying process, often at lower cost than that of more traditional marketing, sales and customer service channels. To do so, companies should embrace the social media channels being used by their customers; identify and engage with the “superusers” who supply product expertise to other customers; and harness the power of advanced analytics to provide broad insights on customer needs, wants and behaviors. In short, social CRM presents many opportunities to build a distinctive capability that can serve as a building block of high performance: a method to potentially connect more tightly with customers at lower cost and in a way that provides a real differentiation from competitors."
Enterprise adoption of social media will occur primarily in the context of customer relationship management (CRM), according to
Gartner. The analyst has predicted that 80% of all market growth in 2010 will come in this field, as organisations struggle to find a clear business case for leveraging social media as a tool for internal communication and collaboration.
Altimeter's recent report (March 5, 2010) "
Social CRM: The New Rules of Relationship Management": Social CRM does not replace existing CRM efforts – instead it adds more value. In fact, Social CRM augments social networking to serve as a new channel within existing end-to-end CRM processes and investments. Social CRM enhances the relationship aspect of CRM and builds on improving the relationships with more meaningful interactions. All Use Cases Start with Listening. Complement existing CRM processes. Align the Social CRM use cases with existing CRM strategy.
In short, connecting social media monitoring to CRM enables you to get leads and relevant conversations from the social media to your CRM automatically. With this simple upgrade to social CRM, you can now drive social media listening home to social marketing and customer support directly from your CRM.
Web2express.org's Differences:
- We help you take advantage of Google cloud computing to turn your existing CRM to Social CRM - simply connecting a monitoring tool like Realmon9 in the cloud to your enterprise CRM.
- We help you build customized social media monitoring pipeline to meet your unique needs using components like Google App and Salesforce App. You own the monitoring pipeline and all data.
- We are focused on helping organizations to meet the technical challenges of large-scale monitoring on social media. Our monitoring services enable you to effectively monitor all your concerns (products, competitions, etc) near real-time and all the time.
Please
contact info @ web2express to discuss how Google cloud and social CRM can help your social media strategy and marketing. If you are using Google Alert, it may be a good time to upgrade from Google Alert to the first Google App for monitoring social media now. Check out
Realmon9 demo here.
Web2express is providing custom monitoring services to organizations and so it uses Realmon9 to monitor topics related to social media monitoring as well as engage in Twitter conversation.
The following lists of topics are created on Realmon9. They are obvious starting points and I'll add more specific topics as I find them through the monitoring process. For each topic, a probe is defined, which contains a set of search queries for search twitter conversations, blogs and news. The probe needs to be optimized in order to identify high quality conversations, blog, and news.
- web2express
- Realmon9
- web2express digest
- Other monitoring tools
- radian6
- scout labs
- twitter search
- google alert
- boardtracker
- social mention
- BuzzStream
- Sysomos
- Visible Technologies, TruCast
- sentiment metrics
- filtrbox
- IceRocket
- Viralheat
- Alterian, Techrigy
- PeopleBrowsr
- trackur
- Pursway
- HowSociable
- BuzzMetrics, BlogPulse
- MightyBrand
- BuzzDing
- Collective Intellect
- eCairn
- Social media monitoring in general
- Social CRM
- CRM and social media
- social media and enterprise collaboration
I check the monitoring results by topic every day. If I see a question or conversation from twitter that I may be able to help, I mark the sender as "lead" and try to respond shortly. If a blog is interesting, I'll read the blog and provide comment if necessary. I also mark the blogger as a "lead" so that I can keep track of participants of interesting conversations/blogs altogether. To see the most popular participants (or talkers) talking about any of the topics, I check the "Talkers" page.
After I scan through the conversations and blogs, I take a look the Leads page, which lists all the participants whom I may want to respond to. Click on each "Lead" to see his/her conversations and post responses to twitter.
I also tag the conversations with any of the user-defined categories, such as Marketing or Customer Support.
The categorized conversations and the leads are automatically sent to my Salesforce CRM for further distribution and collaboration.
