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Fifteen years after the emergence of CRM, companies still have a problem breaking down the silos across their various customer-facing departments. The emergence of social media has just made this an even bigger problem. While customer expectations are increasing, organizations are struggling with yet another new channel.
NextPrinciples uses an integrated approach to help organizations overcome these challenges. Their 'Insight-To-Action' solution is designed not only to help you extract insights from social media channels, but also to integrate those into your business processes and CRM as actionable items. |
CRM Idol Review: NextPrinciples
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The Challenges:
Most businesses have approached Social Media as if it is in a silo separate from their enterprise systems. But social insight that you can acquire from these new channels is entirely worthless without action and action can only happen when the knowledge gained from social media is integrated into other enterprise systems and, in particular, Customer Support and CRM.
Marketing:
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The Solutions:
Next Principles addresses these challenges from the outset by building their solution (called "Insight into Action") with integration in mind. So far they have started with Sugar CRM & Salesforce.com and they have worked with SAP and Ariba as co-development partners to build a functionally rich product.
Marketing:NextPrinciples can help you manage your brand across all social media channels and measure the true impact, not just vanity metrics.
Whether it is a product launch, an event or a campaign, NextPrinciples make it easy to understand what themes are resonating, who your influencers are and what the overall impact is. Whether you are in social media, community management, public relations, product marketing, campaign and event marketing, or even the Head of Marketing in your organisation, NextPrinciples makes it easy to integrate and measure the impact of your marketing initiatives.
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Sales:Whether you are looking to generate leads, or simply understand your customers better, NextPrinciples can help you you fulfil the promise of Social CRM.
If you are in sales or sales operations, NextPrinciples makes it easy to generate new leads and gain intelligence into issues your customers care about, all while integrating your social media interactions with your CRM system.
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Customer Support:If you simply want to listen and engage with customers in social channels, or are looking to truly integrate social into your entire customer support infrastructure, NextPrinciples can help you focus on your customers' success.
Whether you are a customer support agent or the Head of Customer Care, NextPrinciples makes it easy to provide exceptional customer support over social media, all while integrating your social media interactions with your CRM system.
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Product Description:
NextPrinciples has 4 core modules:
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CRM integration features across these modules in the form of aggregated customer profiles (Next Principles describe this as an "Uber Profile") and business process integration, for example, integration into lead generation or complaint management. The Uber Profile can either be accessed through Next Principles, which would pull customer data from the CRM system, or it can be pushed to the CRM to create an integrated master profile of the customer or prospect.
1. Event & Campaign Analytics
The Event and Campaign Analytics module allows Marketeers to create social analytics containers to match their key marketing events or campaigns.
The events are simple to set up and once set up, they capture and analyse the activity in social media relating to the marketing event, the time period and the hashtags or accounts that you include or exclude. That one it’s own would not be particularly differentiating. However, Next Principles Event and Campaign Analytics then creates an infographic for the marketeer, reporting on the success of the event or campaign. |
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- Leverage easy-to-use but insightful infographics and social graphs identifying key trends, influencers and relationships
- View summary reports with drill down options showing you the impact of your social media initiatives and export those to Excel or your Business Intelligence platform
- Customize reports easily based upon previously saved, or on-the-fly filters, including dates, keywords, regions and inputs
- Use infographics to get summary views of your entire social media portfolio
- Measure reach, engagement and impact metrics for each of your social media accounts and benchmark their performance
- Drill-down and explore detailed performance across multiple dimensions (e.g. time-based, across accounts)
- Compare performance across campaigns and events to identify what tactics are working
- Identify top-performing campaign / event managers to leverage their expertise
- View and act on real-time data from campaigns and not a report from last quarter
2. Community Engagement
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3. Contact Management
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4. Social Performance Management
Most organisation have tens if not hundreds of social media accounts. Quite simply, Social Performance Management aims to consolidate all your accounts in one place and analyse their performance. NextPrinciples gives you easy to use functionality designed for a business user that aims to help them accelerate some otherwise painful tasks.
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