Posts Tagged ‘Collaboration’

Team Conflict Resolution

Posted in Corporate social CRM, tagged , , , , , , on May 25, 2015| 4 Comments »

Conflict could be caused by conflicting values, perceptions and motivations of team members. Conflict management is necessary to ensure that team conflict does not hinder productivity and the achievement of organisational goals. It is important to make sure that conflict results in a positive and constructive outcome and not a destructive one. A constructive outcome is where problems get resolved, there is a positive behavioural change and the team works better together. A destructive one is where problems are not resolved and the morale of team members is negatively affected.

Team conflict resolution

The following are ways to enhance effective conflict resolution:

  • Asking questions and listening to understand the problem and each person’s perspective on the matter
  • Considering each person’s needs, aiming to promote fairness and well-being
  • Genuinely showing a willingness to resolve the conflict, repair the relationship and foster unity
  • Looking for a common ground and identifying common interests
  • Being proactive in problem-solving, exploring ideas and asking for needed advice
  • Arriving at a solution that is fair, choosing the best option after considering likely solutions

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Inter-departmental collaboration and good working relationships

Posted in Corporate social CRM, tagged , , , , , , , on Apr 28, 2015| 4 Comments »

stattMeetingInter-departmental collaboration is important in every organisation and is essential for an effective Social CRM system. For example, the Marketing and Communications department need to liaise with the Customer Service department regarding customer interactions and any complaints while it is the Sales department that provides up to date information on products, pricing and the sales and purchase cycle. Therefore, Social CRM works better when carried out cross-functionally and this relies on good working relationships to be effective.

Good working relationships
Good working relationships can be built by promoting a climate and culture of mutual respect, trust, loyalty, co-operation and the achievement of common organisational goals.

It can be enhanced by:

  • Providing clear direction and clear vision
  • Communicating team values and goals to all members
  • Establishing ground rules for what is acceptable and what is not
  • Establishing a method of listening, encouraging feedback
  • Considering each person’s ideas as valuable
  • Respecting individual feelings
  • Promoting unity among members
  • Promoting clear communication
  • Encouraging information and knowledge sharing
  • Evaluating individual and team performance, providing feedback

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Mobile Proximity Marketing

Posted in Corporate social CRM, customer centricity, customer-centric, tagged , , , , , , , , , , on Mar 23, 2015| 3 Comments »

Proxama was at TFM&A 2015 to showcase Mobile Proximity Marketing

Proxama was at TFM&A 2015 to showcase Mobile Proximity Marketing

Mobile Proximity Marketing, as redefined by Proxama, delivers targeted campaigns matched to the context, location, behaviour and profile of the customer, increasing dynamic connections with consumers and ultimately, loyalty and sales.

Proxama was at TFM&A 2015 with their latest project to showcase how these new technologies work and how they can be maximised to increase consumer engagement and measurable returns. With the help of Loka, Proxama’s new app, Beacon notifications deliver special offers and information to consumers’ smartphones when they are nearby, perhaps while they are shopping on the high street.

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The future is multi-platform apps

Posted in Corporate social CRM, tagged , , , , , , on Nov 30, 2011| 2 Comments »

apps worldApps developers, operators and marketers converged at Apps World on 29 and 30 November 2011. The show at the Olympia Conference Centre revealed all aspects of apps from development to implementation and marketing. Apps for mobile, TV and internet were all covered.

The future is clearly digital, multi-platform and significantly mobile. Apps

An increasing number of organisations are looking at applications aimed at rich digital experiences and there has also been a rise in e-shopping via mobile phones and other mobile devices such as iPad.

Mobile advertising and mobile search is being used to drive traffic to retail websites.

Apps developers are engaging a multi-platform strategy that responds to the increased mobile and social behaviours of consumers.

An organisation should look at the needs and habits of its customers and then decide what apps will best improve their experience with the company’s product or service. Your company should look at what is important to your target audience and the sort of device they are likely to have.

#AppsWorld Europe 2011: Thank you London, you’ve been marvelous!

#AppsWorld – Jonathan Posner, Ciklum – Top tips for developer

#AppsWorld – Andy Eardley – Co-Founder & Director of TV App Agency

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An effective social CRM system

Posted in Corporate social CRM, tagged , , , , , , , , on Aug 18, 2011| Leave a Comment »

What makes for an effective and efficient social CRM system? Here are the main points to consider.

Inter-departmental collaboration

Social CRM is effective when carried out cross-functionally. Usually, it is the Marketing and Communications department that would be mostly responsible for the company’s social CRM. However, they would need to communicate and collaborate with other departments to ensure efficiency. For example, they would need to have up to date information on products, pricing and the sales and purchase cycle from the Sales department. Also, liaising with Customer Service department is crucial regarding customer interactions and any complaints. Input from Product Development department is essential to resolve matters relating to existing products and to innovatively meet customer demands.

Centralised data storage

Since social CRM needs inter-departmental collaboration and communication, it is most effective when each department has access to up to date relevant data about matters and as they arise. Hence, data should be stored centrally.

Content creation and distribution

Good quality and relevant content that encourage dialogue and participation will enable an understanding of your brand while increasing brand visibility. A multi-channel approach to distribution of content is necessary since customers can change channels as easily as they do with television. You need a system and routine in place that helps you to proactively and persistently engage the customer in all the places relevant to your brand.

Monitoring of relevant platforms

Since the focus is to create and support a dialogue system of communication that enhances customer engagement and collaboration, you will need to listen and be responsive to what is being said. You should develop a system of listening to discussions on all relevant social media platforms, using monitoring software that records relevant messages from the social media platforms.

Having in place a reliable social CRM system that comprises of the above will enable co-ordination of staff, communication and activities, saving time and money.

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