Solvis Consulting, LLC

Some of our posts about Radian6 and our seminars (videos and photos)

Here are the latest posts in Spanish from our Social CRM blog:

• Demo de Radian6 en Bogotá, Colombia
• Fotos del Seminario en Colombia
• Tweets del Seminario en Colombia
• Charla de Radian6 y Análisis de Conversaciones en las Redes Sociales
• Fotos del Seminario de Social CRM en Paraguay
• Fotos del Seminario de Social CRM con SAP México

Our Solvis Affiliates in Latin America

In the last 5 years, Solvis has developed a network of companies in the region with a vast experience in CRM and Call Center, including social media and Social CRM. Some of the services we provide are social media monitoring, conversations maps, training and workshops. These services include strategy engagement and implementation of different CRM packages, including Radian6.

Our local affiliates are:

Solvis Mexico: focus on CRM services from social media to Social CRM and from call center assessments to CRM implementations.

e-Sofia - Solvis Colombia: focus on Business strategies to IT assessments, including Business Intelligence.

Performace Solution - Solvis Peru: focus call center outsourcing, Six Sigma, BPM, software development and CRM services.

Centro de Formación de Call Center - Solvis Argentina: focus on call center training, selection and outsourcing, including CRM services.

All affiliates provide local support Radian6 sales and support.

For more information contact us here.

10 Steps to integrate CRM and Social Media (#SocialCRM, #scrm)

Cross-post from JesusHoyos.com.

10 steps to integrate CRM and Social Media? We know that we need more than 10 steps. How many? Many more! It all depends on the level of maturity your organization has within your own CRM ecosystem and most importantly in the way you manage customers today. If you are still thinking products and branding, you still have a long way to go to integrate CRM and Social Media. Why? Integrating CRM and Social Media needs to be about converting conversations into transactions. It is about going beyond the Facebook Likes, Twitter Followers and Video views. We can talk about transparency, openness, collaboration, engagement and so on, but at the end of the day it is about improving sales and reducing cost in the new business model where we, the people (customers, influencers, advocates, etc.), are in control of the conversation.

Many of my customers and prospects in Latin America have been asking me how to connect these conversations with CRM. Some of these companies are at different levels in understanding what Social CRM is all about. Some of them just have a Facebook page, some have private or public communities, others are just listening, and some have Twitter integrated somehow into their CRM. I have seen agencies doing all of the social media work, or just part of it, and many companies have a need to integrate social media monitoring with the call center.

Who are these companies in Latin America? Mostly B2C companies such a CPG, TV/Entertainment, Call Centers outsourcers, universities, hotels, telecommunications and banks. Some of these companies are small business in Latin America, local and national companies, others are multinational corporations and big brands. But all of them are looking to engage the customer with Social CRM.

The need to implement Social CRM is definitely there. By looking at my customers needs, learning from my recent engagements, by watching the market and conversing with fellow analysts and consultants, I came up these 10 steps to start implementing Social CRM.

1) Understand your Conversation Map. Listen and understand the social media conversations from advocates to influencers and from detractors to consumers.

2) Understand the Social Graph of your customers. This is very important - it refers to your current customer in your CRM system, marketing database or customer datamart. Are they on Facebook, Twitter, blogs, forums, external communities, etc., etc?

3) Have a Social Graph of your Best Customers. Are your best customers using social media?  Can you start engaging them for your own pilots? Can you engage them? What other types of customers can you engage? Again, these are known customers in your CRM system or Loyalty Program.

4) Establish processes & requirements to meet your goals and objectives based on current needs and the analysis from the above 3 steps.

5) Get ready to put together a social media plan based on the requirements and processes. Do you need to be on Facebook? Do you need call center integration? Do you need to integrate social media marketing with your marketing automation? Do you need a community to provide ideas and collaboration for customer support? Do you have a Social Media Manager ad policies in place?

6) Create specific use cases for your integration points to capture data. This is not just about technology but also about customer experience, culture and processes.

7) Have your traditional CRM ready for social media. Do you have the workflow, processes, rules, data structure, training, call center, people, etc., ready to manage communities and social media channels?

8) If your customer or influencers are already collaborating using social media, is your enterprise ready to collaborate internally? i.e. Social Business, E 2.0.

9) Like in CRM... Do you have the culture, people and change management attitude to really change?

10) Improve your CRM ecosystem - this should be step 1. Fix what is not working today!

What do you think? Would you add more steps, combine some of them? Start with a strategy right away? I would love to read your comments!

At the end, I think you definitely need steps 1 through 7. Start with pilots and small phases. Measure, learn and retry. Validate your success metrics, show ROI (short and long term ROI)... but start somewhere.

What to know more about these 10 steps? I have the Spanish presentation that I gave at the SAP Forum Mexcio about a month ago. Here is the English presentation I gave a few weeks ago at the Online Marketing Connect event (this was a webinar series with other speakers, you can listen to the webinar by registering here, go to Events, Focus Weeks, Social Media).

Social CRM resources in Spanish

Jesus Hoyos constanly writes about Social CRM on his blog: www.jesushoyos.com. We have compiled a list of Social CRM articles from his blog and other sites that we hope can help you figure out what Social CRM can do for your organization. All content below is in Spanish.

Social CRM Webinar about how to integrate Social Media and CRM (more than 4,500 views)

Social CRM eLearning Program (our Social CRM Seminar now available via eLearning)

10 Steps to integrate Social Media and CRM (more than 1,100 views)

The implications of integratin Social Media with the Call Center and CRM (via Mundo-Contact's blog, more than 70 ReTweets and many mentions)

Radian6, Salesforce.com and the new Social CRM market

10 things a CRM needs to have for Social Media

Salesforce.com and Social CRM

Videos - Some of Jesus' speaking engagements

El Uso del Social Media - Latino Business Review

Los Analiticos ya son parte del CRM - Call Center News - Argentina

Interview about Social CRM at Call Center Online - Argentina (need to register to read it)

Hay que tener objetivos en las redes sociales - Punto a Punto - Argentina

Como usar las redes sociales en el negocio - LaVoz.com - Argentina

Call Center 2.0 en MundoContact

Reportaje: Jesús Hoyos " Los centros de contacto se están transformando en social media centers"

Social CRM - Centro de Formacion de Call Centers - Argentina

Servicios en la nube – desde el CRM hasta el Call Center

Por qué deberías pensar en el CRM social para tu empresa ...

Social CRM: ¿el futuro del marketing en medios sociales ...

CRM Social y lo que se dice de una marca

El CRM social entusiasma a las empresas | InformationWeek México

Social CRM: primeros pasos | El Blog de Enrique Burgos

Las 20 mejores herramientas de Social CRM | Social Media Experience

Contenido más conversaciones: Social CRM | Javier Godoy

12 acciones para implementar un esquema de CRM Social exitoso ...

 

Salesforce.com acquires Radian6 - Live Tweets from the User Conference!

Last week Salesforce.com agreed to buy Radian6 for $326 million - a really big invesment that has created a change in the Social CRM marketplace. The purchase of Radian6 by Salesforce.com brings all kinds on opportunities to the market, to our customers and to Solvis.

As an International Reseller of Radian6 and provider of monitoring services, Solvis sees this as a great opportunity to help our customers with their Social CRM strategies from conversation maps to integration with CRM.

... "Radian6 and salesforce.com share the belief that social media will play a large part in how organizations listen to and engage with their customers. We also believe that as engagement with clients becomes more and more social, there will be greater opportunities for products such as Radian6 and salesforce to more closely integrate.

Radian6 will continue to operate as an independent business and partners will continue to work with Radian6 as they do now. Your relationships with your clients will continue as normal. Product innovation and progress that you have come to expect from Radian6 will continue"...

Part of Radian6 Statement about the transaction

This week is Radian6's user conference in Boston and Solvis will be at the conference. We will learn know the future plans and features that Radian6 will bring to the market. We also have plans to develop some webinars and onsite events with our local users in Mexico, Colombia and Argentina. News to come soon!

Follow Jose Corona on Twitter and Solvis:  We will have tweets in Spanish from the event.

You can follow the live announcements here and below you can keep track of the live tweets.

Live Announcements!

Live Video streaming by Ustream

Live Tweets!

Our latest posts at our Social CRM blog

Check out our latest posts, presentations and videos at our Social CRM site and blog:

1. Taller de Social CRM - Parte 2 - en el evento de MundoContact 2010
2. Taller de Social CRM - Parte 1 - en el evento de MundoContact 2010
3. Webinar de Social CRM con MundoContact
4. Charla de Social CRM en Campus Party Mexico
5. Como usar Pivotal CRM para gestionar las redes sociales
6. Conversaciones de Social CRM - Meetups con @jesus_hoyos en Colombia y Argentina
7. Le damos la bienvenida a Clicker 360: Patrocinador de Medios del Seminario
8. Fotos del Seminario en Buenos Aires - Septiembre 2
9. Workshop de Redes Sociales, CRM y Empresas: Una nueva era en las relaciones comerciales
10. Social CRM Meetups

Solvis Argentina, partnership with El Centro de Formación

Image by solvisconsulting via Flickr

We are proud to announce our partnership with El Centro de Formación, which will operate as Solvis Argentina. We have seen an increased interest in our social media monitoring, CRM and Social CRM services in Argentina and partnering with El Centro de Formación enables us to provide these services to the Argentinian market.

Early this year we had our first Social CRM Seminar with El Centro de Formación (see picture) and we are in the process of producing more content around Social CRM using the eLearning programs provided by them.

Below is the announcement in Spanish:

El Centro de Formación Profesional firmó alianza con consultora norteamericana

Se trata de Solvis Consulting, firma especializada en el relacionamiento con el cliente. El Centro de Formación Profesional en Contact Center (CFP) firmó una alianza estratégica con Solvis Consulting, consultora estadounidense especializada en la implementación  de proyectos de relacionamiento con el cliente. Esta alianza tiene como objetivo brindar en el mercado regional de Argentina, Paraguay, Uruguay y Chile los servicios de consultoría en estrategias de gestión de las relaciones con clientes (CRM), integración la gestión de las redes sociales (Social CRM), y monitoreo de las mismas. Asimismo, el joint venture creado entre el CFP y la consultora,  acercará a reconocidos especialistas internacionales en la materia, lo que facilitará disponer de know how y experiencias empresariales referenciales. Además, se podrá disponer de las más modernas estrategias de relacionamiento con el cliente y de un asesoramiento personalizado para que las empresas puedan alcanzar mejores y más rápidos resultados. De esta manera, las empresas locales podrán acceder a conocimientos, recursos y metodologías de nivel mundial. Además, contarán con la posibilidad de recibir asistencia y acompañamiento local para adaptarse a las características y necesidades del mercado e incrementar sus beneficios.

18/05/2010

For more information contact: Marcelo Ulla, email mulla @ tvno.com.ar ar at 54 351 4880050.

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Some of our posts at our Social CRM Seminar Blog

Image by solvisconsulting via Flickr

Here are some of our most recent Spanish posts about Social Media and Social CRM at our Social CRM Seminar Blog:

• Social Media y las oportunidades en el negocio
• Cómo usar las redes sociales para potenciar la gestión de clientes | LAVOZ.com.ar - Jesús Hoyos - CRM en Latinoamérica
• Video - Colaboración corporativa: un nuevo paradigma de las redes sociales
• Charla de Jose Corona sobre el Social CRM
• Hay que tener objetivos de negocio para las redes sociales
• Cuatro Tipos de CRM
• Los centros de contacto se están transformando en social media centers
• Panel en #140mexico con Jesus Hoyos sobre las marcas en Twitter
• Fotos: 5to Seminario de Social CRM y Social Media en Mexico

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• CRM or Social CRM, What's the Difference? (jmorganmarketing.com)
• From Team work to Autopoiesis in the Social Firm (customerthink.com)
• Influence Me This - Social Media Speaks Up About #InfluencerProject (customerthink.com)
• The Bees Awards - International Social Media Event (jesushoyos.posterous.com)
• Our CRM and Social Media Services (solvisconsulting.typepad.com)
• 10 Recommendations For Introducing New Tech Into The Latin American Market V2.0 via @tropicalgringo (jesushoyos.posterous.com)
• Why are more web companies placing bets on Latin America? | VentureBeat (jesushoyos.posterous.com)
• Organic Social Media (customerthink.com)

Our CRM, Social CRM and Social Media Services

Image by solvisconsulting via Flickr

At Solvis, we help small and medium businesses, enterprises and groups of companies to develop and execute CRM strategies. We can help you with:

1. CRM Strategies: from education and training to the strategy definition and its execution
2. Social CRM: Bring social media into your CRM strategy
3. Social Media Monitoring: we can help turn conversation into ideas, leads, cases and interactions to improve the customer relationship

Contact us for more information to see how we can help with your Social Media and/or CRM strategy

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Solvis is a Twetival sponsor - Estado de México

We are happy to be back as Twestival sponsor this year for the Twestival Estado de Mexico, which will be held on March 25th, 2010. Here is our press release in Spanish at PitchEngine.

More about Twestival in this video:

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