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From social media to Social CRM

A pre-financing payment of 60% of the MEDIA contribution to the action will be transferred to the beneficiary within 45 days of the date when the last of the two parties signs the agreement, provided all possible guarantees are received by the Agency Pre-financing is intended to provide the beneficiary with a float. The account or sub-account indicated by the beneficiary must make it possible to identify the funds transferred by the Agency. If the funds paid into this account give rise to interest or equivalent profits in accordance with the. | IBM Global Business Services Executive Report IBM Institute for Business Value From social media to Social CRM What customers want The first in a two-part series Customer Relationship Management IBM Institute for Business Value IBM Global Business Services through the IBM Institute for Business Value develops fact-based strategic insights for senior executives around critical public and private sector issues. This executive report is based on an in-depth study by the Institute s research team. It is part of an ongoing commitment by IBM Global Business Services to provide analysis and viewpoints that help companies realize business value. You may contact the authors or send an e-mail to iibv@us.ibm.com for more information. Additional studies from the IBM Institute for Business Value can be found at ibm.com iibv Introduction By Carolyn Heller Baird and Gautam Parasnis Getting closer to customers is a top priority for CEOs according to the IBM 2010 CEO Study.1 Today s businesses are fervently building social media programs to do just this. But are customers as enthusiastic Actually most do not engage with companies via social media simply to feel connected. It turns out customers are far more pragmatic. To successfully exploit the potential of social media companies need to design experiences that deliver tangible value in return for customers time attention endorsement and data. With the worldwide explosion of social media usage businesses are feeling extreme pressure to be where their customers are. Today this hub of customer activity is increasingly virtual located inside a social media or social networking site. But in an environment defined by customer control and two-way dialogue are customers and businesses in sync with each other s expectations Consider the speed at which social media is being adopted by consumers and businesses alike. 2010 saw staggering numbers. There were more than 500 million active users on Facebook 70 percent outside the United States.2