Govplace is committed to providing secure, high-quality services and IT solutions by getting ISO 9001:2015 Certified and adopting Supply Chain Risk Management (SCRM) Plan. ISO 9001:2015 Certified Exp. Supply Chain Risk Management (SCRM) OVERVIEW AFCEA C4ISR - SCRM PANEL Apr 26 2016 Grant Merkel SPAWARSYSCOM/SSC Pacific Operations Security Manager Research & Technology Protection (RTP) Manager Supply Chain Risk Management (SCRM) Lead Ph. (619) 553-2800/DSN 553 grant.merkel@navy.mil Distribution Statement: A, Unlimited Distribution. Supply Chain Risk Management (SCRM)-The process for managingrisk by identifying, assessing, and mitigating threats, vulnerabilities, and disruptions to the DoD supply chain from beginning to endto ensure mission effectiveness.
Social CRM (customer relationship management) is use of social media services, techniques and technology to enable organizations to engage with their customers.[1][better source needed]
Applications[edit]
Social CRM has applications in marketing, customer service and sales, including:
- Social Engagement with prospects: SocialCRM tools allow businesses to better engage with their customers by, for example, listening to sentiments about their products and services.
- Social Customer Service: Ownership of social media is shifting away from Marketing and Communication as engagement increasingly relates to inbound customer service-based topics. Rather than social being seen purely as a space for companies to deliver outbound marketing messages, it is the inbound customer queries that allow for meaningful points of engagement and the building of brand advocacy.[2]
- Personalized Marketing Strategy: The ability to create custom content is increasingly dependent on access to reliable, qualitative social user data to facilitate precise audience segmentation. Furthermore, dynamic audience segments, built on both social data and demographic data, allow for more accurate measurement of campaign KPIs.
Traditional CRM[edit]
Traditional customer relationship management focuses on collecting and managing static customer data, such as past purchase information, contact history and customer demographics. This information is often sourced from email and phone interactions, commonly limited to direct interactions between the company and the customer.
Social CRM adds a deeper layer of information onto traditional CRM by adding data derived from social networks like Facebook, Twitter, LinkedIn or any other social network where a user publicly shares information. The key benefit of social CRM is the ability for companies to interact with customers in a multichannel retailing environment (commonly referred to as omnichannel) and talk to customers the way they talk to each other.[3] Social CRM enables companies to track a customer's social influence and source data from conversations occurring outside of formal, direct communication. Social CRM also allows companies to keep a full audit history of all customer interactions, regardless of social channel they choose to use, available to all customer care employees.[4]
Social CRM metrics in applications[edit]
Metrics for building awareness:[5]
- web traffic
- search volume trends
- volume of followers
- social mentions
Metrics for increasing sales:[5]
- website traffic
- social mentions
- volume of followers
- repeat visits
- social content acceptance rate
Metrics for assessing changes environment in an industry:[5]
- Share of Voice: how much of the overall voice a single brand consumes.[5]
See also[edit]
References[edit]
- ^'Why integrating social data is essential for a single view of your customers'. 2015-07-01. Retrieved 2015-07-01.CS1 maint: discouraged parameter (link)
- ^'The Definitive Guide to Social Customer Service'.
- ^'Social CRM Brand Embassy'.
- ^'Sentiment Social CRM'.
- ^ abcdCastronovo, C. and Huang, L. (2012). Social Media in an Alternative Marketing Communication Model. Journal of Marketing Development and Competitiveness, 6(1), pp.117-131.
Job Aids
- Supply Chain Resilience Month Poster 8.5 x 11 / 17 x 22
- Deliver Uncompromised Campaign Poster 8.5 x 11 / 17 x 22
eLearning Courses
- DOD Supply Chain FundamentalsDAU-CLL037.16
- Contracting for the Rest of UsDAU-CLC011.16
- Life Cycle Logistics for the Rest of UsDAU-CLL004.16
Webinars
Supply Chain Risk Management Policy
Scrmc.org
Security Training Videos
Threat Awareness
- Computer Security Resource Center NIST
- NCSC Supply Chain Threats
- Software and Supply Chain Assurance DHS US CERT Website
Scrmp
Best Practices
- Defense Acquisition Portal SCRM Blog
- Computer Security Resource Center NIST
- The U.S. Resilience Project
Scdmv
Toolkit feedback/suggestions? Email dcsa.cdsetraining@mail.mil.