IMPAC

T OF
SOCIAL
MEDIA
DURING
CR
ON
COVID-19
M PREPARED BY :
DR. MAUREEN PRIMROSE LAL
TABLECONTE
• COVID-19 Impact on CRM

OF NTS
• About SCRM
• SCRM matters
• CRM Tools and Software
• Benefits
• Post covid
• Conclusion
COVID-19 IMPACT ON
CUSTOMER
RELATIONSHIP
MANAGEMENT
• In May 2021, according to a blog on CRM statistics, 91% of companies with more than 11 employees
now use CRM software. Also, CRM usage has grown from 15% in 2010 to 97% in 2020
• According to the Agile CRM blog, CRM is becoming a necessity wherein 65% of businesses adopt
CRM within their first five years. Also, businesses that leverage CRM software see sales increase by
29%, sales productivity increase by 34%, and sales forecast accuracy increase by 42%

IMPACT ON
MPACT
DEMANDON SOCIAL
LONG TERM
SUPPLY STRATEGY INITATIVE BY
CHAIN
WHAT IS
SOCIAL CRM
AND HOW IS IT
A SOCIAL CRM IS THE INTEGRATION BETWEEN YOUR CUSTOMER
RELATIONSHIP MANAGEMENT (CRM) SOFTWARE AND SOCIAL
MEDIA CHANNELS.

BEING USED?
SOCIAL MEDIA
CRM TOOLS
COMMON SOCIAL CRM TOOLS ARE USUALLY UNDERSTOOD TO BE A SET OF SOCIAL FEATURES INSIDE A
CRM SOFTWARE. THAT MEANS THE PLATFORM IS FIRST AND FOREMOST ABOUT CUSTOMER RELATIONSHIP
MANAGEMENT, BUT WILL INCLUDE A SUITE OF FUNCTIONALITY TO HELP WITH SOCIAL CRM STRATEGY,
AS WELL AS OTHER TOOLS LIKE MARKETING STRATEGIES AND SALES LEAD GENERATION.

SOCIAL MEDIA CRM

SOFTWARE
SOMETIMES YOU DON’T NEED THE WHOLE CRM PACKAGE. THAT’S WHY THERE ARE SOCIAL MEDIA
MANAGEMENT PLATFORMS THAT AREN’T FULL-ON CRMS, BUT THEY ARE TOOLS WHOSE MAIN
PURPOSE IS TO PLAN, POST, SCHEDULE AND MANAGE BRANDING AND MARKETING CONTENT ON
SOCIAL MEDIA, AS WELL AS TO UNIFY ALL SOCIAL ENGAGEMENT. MOST WILL INTEGRATE WITH
YOUR FAVORITE CRM TO STREAMLINE ANY SOCIAL CRM STRATEGY.
 CRM WHY
SOCIAL
CRM
MATTERS
?
SOCIAL CRM MATTERS AS IT AN IN HOUSE HELP
THAT FACILITATES COMMUNICATION AND
COLLABORATION ACROSS BUSINESS UNITS AND
ALLOWS A CUSTOMER CENTRIC CYCLES OF SALES.

COVID-19
ITS ABILITY WITH INTERNAL LIAISE TO FOLLOW,
LIKE AND SALE BRINGS THE TRANSPARENCY
BETWEEN ORGANIZATION AND CUSTOMERS TO A
GREATER LEVEL. IT TAKES CRM TOOLS ON STEP
BUSINESS NEEDS SOCIAL CRM BECAUSE OF ITS DYNAMIC
AHEAD.
PROFILE TO FIT IN AND ENGAGE ALONG WITH
CONNECTING AND PUTTING IT TO GOOD USE BY
DISSEMINATING THE INFORMATION WITH A GLOBAL
REACH AND ALSO ACROSS TEAMS, INCLUDING CUSTOMER
SERVICES, MARKETING AND SALES
 CRM
TOOLS CRM
ZOHO
NATURAL
LEARNING
SOFTWARE
SPROUT
SOCIAL
PROCESS
SENTIMENT
ANALYSIS

TEXT MINIG
MACHINE
LEARNING
BENFI
SCRM
TS • FA S T C U S T O M E R S E RV I C E S
• B U I L D N E W R E L AT I O N S H I P S
• B E T T E R U N D E R S TA N D C U S T O M E R
NEEDS & ISSUES
• BUILD & IMPROVE BRAND
R E P U T AT I O N
• IMPROVED CONTROL OVER SOCIAL
BEST SOCIAL MEDIA PRESENCE
MARKETING • BRING SOCIAL MEDIA CLOSER TO
COMPANY M A R K E T I N G , S A L E S & S E RV I C E
POST COVID IS A
KEY?
ACCORDING TO THE LATEST NEWS REPORTS, THE UK IS OFFICIALLY IN A RECESSION WITH GDP FALLING 20.4% OVER THE
LAST QUARTER ALONE.
HOWEVER, AS MANY BUSINESSES WERE FORCED TO CLOSE THEIR DOORS DURING THIS LOCKDOWN PERIOD, THESE STATS
WON’T COME AS A SURPRISE; WITH FORECASTED FIGURES FOR THE NEXT QUARTER LOOKING FAR MORE PROMISING AS
SHOPS, HOTELS, RESTAURANTS AND MANUFACTURERS ARE NOW OPERATING AGAIN.
FOR BUSINESS LEADERS CONCERNED ABOUT WHAT THE NEXT 6, 12 OR EVEN 18 MONTHS WILL BRING, DRIVING A STEADY
AND CONSISTENT STREAM OF SALES WILL BE KEY TO SURVIVAL, BUT WITHOUT EFFECTIVE, EFFICIENT AND STREAMLINED
PROCESSES IN PLACE, THIS WILL PROVE SOMEWHAT CHALLENGING.
THIS IS WHERE A CUSTOMER RELATIONSHIP MANAGEMENT OR CRM SOLUTION CAN HELP. NOW USED BY 91% OF
BUSINESSES WITH OVER 10 EMPLOYEES, CRMS PROVIDE A CENTRALISED, CLOUD-BASED SYSTEM THAT ENABLES TEAM
MEMBERS TO ACCESS OR INPUT NEW CUSTOMER DATA ANY TIME, ANY PLACE.
A GOOD CRM, HOWEVER, IS FAR MORE THAN A DIGITAL STORAGE SOLUTION. IT IS ONE THAT DRIVES GROWTH, SUPPORTS
SALES AND SAVES COSTS IN CUSTOMER ENGAGEMENT AND SERVICE DELIVERY. THAT SAID, WHAT ARE THE KEY
‘OUTCOMES’ BUSINESS LEADERS CAN EXPECT FROM INVESTING IN A CRM AND WHY WILL AN EFFECTIVE CRM SOLUTION
PROVE VALUABLE FOR BUSINESS RECOVERY POST COVID-19?

AUTOMATION BUSINESS GROWATH CUSTOMER LOYALTY

CRM
CONCLUS
ION
THIS PRESENTATION GIVES A VERY SLENDER INFLUENCE OF
COVID-19 ON SOCIAL CRM.
WITH A GROWING ECONOMY AND SHIFT TO DIGITAL
PLATFORM’S ALONG WITH CHANGING DYNAMICS OF A
COUNTRY AND ITS PEOPLE A YOUTH HEAVY CENTER BASE
DIGITALIZATION AND HAS REACHED TO EVERY ASPECT OF
HUMAN AND TECHNOLOGY TOUCHING LIVES AND ITS ABILITY
TO BE OMNIPRESENT RADICAL AND INCREASE THE
CONNECTIVITY HAS SURELY CRAVED OUT A WAY AND BE
IMPERATIVE NOW. WITH STRICT GOVERNMENT-IMPOSED
LOCKDOWN THE COMPANIES HAD TO FIND A NEW WAY TO
MAINTAIN THEIR PRESENT AND CONNECT WITH THEIR
CUSTOMERS.
COMPANIES WERE USING SOCIAL CRM BEFORE THE PANDEMIC
BUT AFTER THE PANDEMIC THEY REALIZED ITS TRUE VALUE.
THEY UNDERSTOOD THE POWER SOCIAL MEDIA PLATFORMS
HAVE AND THE SUPREMACY THAT IF USED WELL CAN BE
PROFITABLE FOR BOTH BUSINESSES PRACTICING SOCIAL CRM
AND FOR THE CONSUMERS.
THE TOPIC OF THIS PAPER IS IN OPTIMISTIC DIRECTION AND
SURELY SOCIAL CRM IS THE NEW CRM UNIFYING TRADITION
CRM IN AN OBVIOUS AND POSITIVE MANNER HAVE HELPED
COMPANIES IN STAYING PRESENT DURING THE PANDEMIC.
THA YO
F o r Yo u r
NK
Ti me U Arranged by :
DR. MAUREEN