Your SlideShare is downloading. ×
0
 Social CRM: Setting up for Success<br />Call Center Week <br />Jacob Morgan<br />Chess Media Group<br />June 2011<br />
<ul><li>Principal, Chess Media Group
Author of Twittfaced
Blogger on enterprise and customer collaboration: SocialBusinessAdviser.com
Traveler, Chess Lover, and Explorer
Twitter: @JacobM</li></li></ul><li>Workshop Objectives<br />Gain an understanding of Social CRM<br />What is it.<br />How ...
Part 1: <br />Understanding Social CRM<br />
<ul><li>Member communities reach more internet users (66.8%) than email (65.1%) (Nielsen “Global Faces on Networked Places”)
Fastest growing sector for Internet use is communities (5.4% in a year)
43% of consumers say that companies should use social networks to solve the consumers' problems (Cone Business in Social M...
7% of organizations understand the CRM value of social media, (Brand Science Institute, European Perspective, August 2010)
The three most influential factors for consumers when deciding which company to do business with are:
Personal experience (98%),
Company’s reputation or brand (92%), and
Recommendations from friends and family (88%) (American Express)</li></ul>Customer Strategy, The Numbers<br />
What is this really all about?<br />Culture<br />Technology<br />
Sharing information<br />Bridging silos<br />Use of social platforms<br />Where people spend their time<br />How people co...
What is Social CRM?<br />Solving customer facing business problems in the context of how culture and technology has change...
Difference between social media and social CRM<br />Sharing information<br />Bridging silos<br />Use of social platforms<b...
Social customer<br />
Customer<br />Company<br />
McKinsey<br />
Sharing information<br />Bridging silos<br />Use of social platforms<br />Where people spend their time<br />How people co...
Product issues are PRODUCT ISSUES<br />Don’t bribe your customers, fix the problem!<br />
Dr. Natalie Petouhoff, <br />
Dr. Natalie Petouhoff, <br />
Part 2: <br />Building the Strategy<br />
Social Business isn’t a state, it’s the acknowledgement that culture and technology has changed, and that organizations ca...
What About Risk? (Failure Mode and Effects Analysis)<br />Customers<br />Xishuanbanna, China<br />
Upcoming SlideShare
Loading in...5
×

Social CRM: Setting Up For Success

455

Published on

Presented at Call Center Week in Las Vegas 2011, Jacob Morgan of Chess Media Group collaborated with Astute Solutions to deliver a workshop on Social CRM success.

Published in: Business, Technology
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
455
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
31
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Transcript of "Social CRM: Setting Up For Success"

  1. 1.  Social CRM: Setting up for Success<br />Call Center Week <br />Jacob Morgan<br />Chess Media Group<br />June 2011<br />
  2. 2. <ul><li>Principal, Chess Media Group
  3. 3. Author of Twittfaced
  4. 4. Blogger on enterprise and customer collaboration: SocialBusinessAdviser.com
  5. 5. Traveler, Chess Lover, and Explorer
  6. 6. Twitter: @JacobM</li></li></ul><li>Workshop Objectives<br />Gain an understanding of Social CRM<br />What is it.<br />How it can help enable high performance in your organization.<br />How you can implement SCRM within your organization.<br />How to build a strategy, including<br />Establishing objectives<br />Determining organizational value of meeting these objectives (metrics)<br />Selecting tactical channels: social, mobile and web, and best practices for engagement  <br />An understanding of risk and how to mitigate risk<br />A Social Business Framework: Where are you weak? What do you need to work on?<br />Your action items for next steps<br />
  7. 7. Part 1: <br />Understanding Social CRM<br />
  8. 8. <ul><li>Member communities reach more internet users (66.8%) than email (65.1%) (Nielsen “Global Faces on Networked Places”)
  9. 9. Fastest growing sector for Internet use is communities (5.4% in a year)
  10. 10. 43% of consumers say that companies should use social networks to solve the consumers' problems (Cone Business in Social Media Study)
  11. 11. 7% of organizations understand the CRM value of social media, (Brand Science Institute, European Perspective, August 2010)
  12. 12. The three most influential factors for consumers when deciding which company to do business with are:
  13. 13. Personal experience (98%),
  14. 14. Company’s reputation or brand (92%), and
  15. 15. Recommendations from friends and family (88%) (American Express)</li></ul>Customer Strategy, The Numbers<br />
  16. 16.
  17. 17. What is this really all about?<br />Culture<br />Technology<br />
  18. 18. Sharing information<br />Bridging silos<br />Use of social platforms<br />Where people spend their time<br />How people communicate<br />Expectations<br />The “real-time” world<br />Culture<br /> and <br /> Technology<br />Monitoring tools<br />Collaboration platforms<br />Social networking sites<br />Messaging<br />“Follow the data”<br />
  19. 19. What is Social CRM?<br />Solving customer facing business problems in the context of how culture and technology has changed.<br />
  20. 20. Difference between social media and social CRM<br />Sharing information<br />Bridging silos<br />Use of social platforms<br />Where people spend their time<br />How people communicate<br />Expectations<br />The “real-time” world<br />Monitoring tools<br />Collaboration platforms<br />Social networking sites<br />Messaging<br />“Follow the data”<br />
  21. 21.
  22. 22.
  23. 23.
  24. 24. Social customer<br />
  25. 25.
  26. 26. Customer<br />Company<br />
  27. 27.
  28. 28.
  29. 29.
  30. 30.
  31. 31. McKinsey<br />
  32. 32. Sharing information<br />Bridging silos<br />Use of social platforms<br />Where people spend their time<br />How people communicate<br />Expectations<br />The “real-time” world<br />Monitoring tools<br />Collaboration platforms<br />Social networking sites<br />Messaging<br />“Follow the data”<br />IBM<br />
  33. 33.
  34. 34.
  35. 35. Product issues are PRODUCT ISSUES<br />Don’t bribe your customers, fix the problem!<br />
  36. 36. Dr. Natalie Petouhoff, <br />
  37. 37. Dr. Natalie Petouhoff, <br />
  38. 38.
  39. 39.
  40. 40.
  41. 41.
  42. 42. Part 2: <br />Building the Strategy<br />
  43. 43. Social Business isn’t a state, it’s the acknowledgement that culture and technology has changed, and that organizations can leverage these changes to solve the same business problems that they have always had and will always have.<br />Customers<br />
  44. 44. What About Risk? (Failure Mode and Effects Analysis)<br />Customers<br />Xishuanbanna, China<br />
  45. 45. Sharing information<br />Bridging silos<br />Use of social platforms<br />Where people spend their time<br />How people communicate<br />Expectations<br />The “real-time” world<br />Monitoring tools<br />Collaboration platforms<br />Social networking sites<br />Messaging<br />“Follow the data”<br />
  46. 46. Sharing information<br />Bridging silos<br />Use of social platforms<br />Where people spend their time<br />How people communicate<br />Expectations<br />The “real-time” world<br />Monitoring tools<br />Collaboration platforms<br />Social networking sites<br />Messaging<br />“Follow the data”<br />
  47. 47. Sharing information<br />Bridging silos<br />Use of social platforms<br />Where people spend their time<br />How people communicate<br />Expectations<br />The “real-time” world<br />Monitoring tools<br />Collaboration platforms<br />Social networking sites<br />Messaging<br />“Follow the data”<br />
  48. 48. Sharing information<br />Bridging silos<br />Use of social platforms<br />Where people spend their time<br />How people communicate<br />Expectations<br />The “real-time” world<br />Monitoring tools<br />Collaboration platforms<br />Social networking sites<br />Messaging<br />“Follow the data”<br />
  49. 49. Sharing information<br />Bridging silos<br />Use of social platforms<br />Where people spend their time<br />How people communicate<br />Expectations<br />The “real-time” world<br />Monitoring tools<br />Collaboration platforms<br />Social networking sites<br />Messaging<br />“Follow the data”<br />
  50. 50. Sharing information<br />Bridging silos<br />Use of social platforms<br />Where people spend their time<br />How people communicate<br />Expectations<br />The “real-time” world<br />Monitoring tools<br />Collaboration platforms<br />Social networking sites<br />Messaging<br />“Follow the data”<br />
  51. 51. Sharing information<br />Bridging silos<br />Use of social platforms<br />Where people spend their time<br />How people communicate<br />Expectations<br />The “real-time” world<br />Monitoring tools<br />Collaboration platforms<br />Social networking sites<br />Messaging<br />“Follow the data”<br />
  52. 52. What are you going to do when you get back to the office?<br /><ul><li>Set up meeting with key stakeholders
  53. 53. Start monitoring and engaging with customers
  54. 54. Develop policies and guidelines
  55. 55. Put together a proposal for the executive team</li></li></ul><li>Key Takeaways<br /><ul><li>You have what you need to get started
  56. 56. Don’t just let this sit
  57. 57. Utilize the risk and social business frameworks as a starting point</li></li></ul><li>Thank You<br />ChessMediaGroup.com<br />jacob@chessmediagroup.com<br />Twitter: @JacobM<br />Blog on social strategy:<br /> SocialBusinessAdviser.com<br />
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×