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Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
Bob barker social crm b2_b marketing summit presentation final
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Bob barker social crm b2_b marketing summit presentation final

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Presentation given at B2B Marketing Summit on the various flav

Presentation given at B2B Marketing Summit on the various flav

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  • 1. Customer Engagement ArchitectsWhich  flavour  of  Social  CRM  is   right  for  you?     Bob Barker Head of Social Media – St Ives Group Marketing Director - Occam Twi9er  @bob_barker  
  • 2. What  we  do  
  • 3. Bob  Barker  
  • 4. CRM  has  many  parts  Sales,  Service  &  Marke=ng  
  • 5. So  does  Social  Media…    Human   Machine   AmplificaCon    Social  Personal   Social   Community   Social   Social   Enterprise   Social  CRM   Brand   Social   Intelligence   Management   Media   AdverCsing   Social     Sales  &   Publishing  Media  and   and  market   and   Management   on  the  top   Networking   Service   “brand  as  branding   research   ModeraCon   &  MarkeCng   plaKorms   Systems   Publisher”   Social  Media  Technology   Digital  MarkeCng  &  AutomaCon  Technology   The  Internet  
  • 6. The  first  phase  of  Social  media  is  over   Social  media  industry  life  cycle  Maturity  Curve  Social  ?  Social  Business   Laggards  entry  Social  Comms  Technology   Key  new  development   “social  business”  or  rather  the   socialisa=on  of  business”   2001   Phase  1   2011   Phase  2   2021   Source:  Jed  Hallam  (worked  with  O2,  Unilever)  Co-­‐  Author  The  Social  Media  MBA  
  • 7. Phase  1  –  Social/Internet  PlaYorms  Ba#le  1  -­‐  the  winner  of  the  game  is  the  one  with  all  the  names   Ba#le  2  –  data  monopolies  –  perfect  targe9ng   Other   Marke=ng   MarkeCng/Social   Industry   tech  plaKorms  
  • 8. Social  media  is  now  about  the  future   of  enterprise  communica=on   Businesses  are  essen9ally  all  about  communica9ons  
  • 9. The  Social  Divide   Your  clients  stakeholders  are  social,  their   The  Enterprise  employees,  customers,  suppliers,  vendors.    
  • 10. The  Salesforce.com  approach  
  • 11. CRM  Scope     Sales  and  marke=ng     Sales  &  Service   Marke=ng  Human   Machine   AmplificaCon    Social  Personal   Social   Community   Social   Social   Enterprise   Social  CRM   Brand   Social   Intelligence   Management   Media   AdverCsing   Social     Sales  &   Publishing  Media  and   and  market   and   Management   on  the  top   Networking   Service   “brand  as  branding   research   ModeraCon   &  MarkeCng   plaKorms   Systems   Publisher”   Social  Media  Technology   Digital  MarkeCng  &  AutomaCon  Technology   The  Internet  
  • 12. CRM  Scope     Sales  and  marke=ng     Sales  &  Service   Marke=ng  Human   Machine   AmplificaCon    Social  Personal   Social   Community   Social   Social   Enterprise   Social  CRM   Brand   Social   Intelligence   Management   Media   AdverCsing   Social     Sales  &   Publishing  Media  and   and  market   and   Management   on  the  top   Networking   Service   “brand  as  branding   research   ModeraCon   &  MarkeCng   plaKorms   Systems   Publisher”   Social  Media  Technology   Digital  MarkeCng  &  AutomaCon  Technology   The  Internet  
  • 13. ‘Marke=ng  is  too  important  to  be  le]  to  the  marke=ng  department’  –  empower  employees  
  • 14. The  value  of  your  network  to  the   company  
  • 15. “If  you  are  forever  chasing  business,  you’re  network  is  not  big  enough”   Your  Extended  Network  is   where  the  business  is.  
  • 16. Finding  your  way  in  
  • 17. Linked  In  
  • 18. Finding  you  –  do  I  want  to  deal  with  you?  
  • 19.   Sales  and  marke=ng     Sales  &  Service   Marke=ng  Human   Machine   AmplificaCon    Social  Personal   Social   Community   Social   Social   Enterprise   Social  CRM   Brand   Social   Intelligence   Management   Media   AdverCsing   Social     Sales  &   Publishing  Media  and   and  market   and   Management   on  the  top   Networking   Service   “brand  as  branding   research   ModeraCon   &  MarkeCng   plaKorms   Systems   Publisher”   Social  Media  Technology   Digital  MarkeCng  &  AutomaCon  Technology   The  Internet  
  • 20. Collabora=on  Redefined  
  • 21. Real-­‐=me  Enterprise  Collabora=on  
  • 22. Yammer  
  • 23.   Sales  and  marke=ng     Sales  &  Service   Marke=ng  Human   Machine   AmplificaCon    Social  Personal   Social   Community   Social   Social   Enterprise   Social  CRM   Brand   Social   Intelligence   Management   Media   AdverCsing   Social     Sales  &   Publishing  Media  and   and  market   and   Management   on  the  top   Networking   Service   “brand  as  branding   research   ModeraCon   &  MarkeCng   plaKorms   Systems   Publisher”   Social  Media  Technology   Digital  MarkeCng  &  AutomaCon  Technology   The  Internet  
  • 24. Marketers  have  never  had  it  so  good   “Never  before  in  the   Marke=ng  Holy  grail    =   field  of  marke=ng  was   understand  what  your   so  much     customers  want   known  about  so  many   by  so  few”  
  • 25. Choose  Listening  Tools    •  Basic   –  Google  Alerts   –  Twieer  –  Hootsuite,  Seismic,  Tweetdeck    •  Premium   –  Sysomos   –  SDL  SM2   –  Radian6   –  Visible  Technologies   –  Brand  Watch      
  • 26. Basic  Tools  
  • 27. Premium  Collect Store Social Media Warehouse Analyse Action
  • 28. Social  Media  Monitoring  =  Listening   tools  Example  Inputs   Forums   Delicious  &   Google  Trends   Social  Tagging   &  Insights   Microblogs   (Twieer)   Social   Networking   Mul=media   Sites  (Facebook,               (YouTube,   LinkedIn)   Podcasts)   Comments  on   Mainstream   Blogs  &   News   Comments  
  • 29. Customers’  Percep=on  -­‐    In  their  words   “Brand X is surprisingly helpful w/out any waiting on the phone. I feel much better, thanks Brand X!!” (mstipsvintage, twitter.com , Oct 1st, 2011) “I GOT 5$ IN JUST 1 MINUTE! JUST COMPLETE A SURVEY AND GET PAID IN Brand X! AWESOME SERVICE!” (vivekcool789, twitter.com, Oct 1st, 2011) “Brand Xs iPhone Check Deposit Is Impressive” (Estella Mark, twitter.com, Oct 10th, 2011) “Brand X cut too much money from account i earn with so much hardwork and they cut it” (mohit_yup, twitter.com, Oct 10th, 2011) “Stupid Brand X holding my money for 21 days. I want my money bitch” (dsayala, twitter.com, Oct 10th, 2011)
  • 30. Theme  Cloud  /  Social  SEO  Top 20 paid keywords by searches per day for the company’swebsiteDiesel 12266 energy management software 53crude oil 903 energy services 53 Social Keywords (above) NOT foundenergy efficiency 493 energy management services 43 in paid list for the company’s websitecrude oil prices 403 commodity trading firms 33 Carbon Accounting 40energy management 220 building energy management 24 Cost-effective 36energy consultants 96 building energy management Rate analysis 25energy meter 80 systems 24energy consulting 63 sweet crude oil 19oil and gas consultants 63 energy management program 19energy consultant 53 energy consulting firms 19 total energy management 19 KEY INSIGHT ü  The  list  of  paid  search  terms  is  very  similar  to  the  social  keyword  list.  As  conversa=ons/topics   shi],  we  recommend  to  con=nue  monitoring  and  add/remove  keywords  as  needed.  
  • 31. Key  Influencers  for  Brand  X  iPhone  App  • Name:  Kevin  Purdy   • Name:  Kat  Hannaford   • Name:  Jennifer  Van  Grove  •  URL:  www.thepurdman.com   •  URL:  khannaford@gizmodo.com   •  URL:  hep://jbruin.com/  •  Bio:  Kevin  is  a  Senior  Editor  for   •  Bio:  Kat  Hannaford  is  a  London-­‐ •  Bio:  Jennifer  works  for  Mashable  as  an   technology  and  produc=on  blog   based  tech  journalist  for  Gizmodo   Associate  Editor.  She  is  a  community-­‐ Lifehacker  and  he  comments  under   UK,  exper=se  in  consumer   minded  professional  with  a  passion  for   the  screen  name  theevan.   technology.  She  is  a  star  commenter   blogging  and  social  media.      •  State:  Buffalo,  New  York   who  is  very  ac=ve  in  the  social   •  Followers:  13,340;  Following:  2,161   media  space.  •  Followers:  4,994;  Following:  238   •  Post:  “Brand  X  Deposits  $100,000  in   •  Post:  “Pay  in  checks  to  your  Brand  X   Checks  via  iPhone.”    This  was  •  Post:  “Brand  X  for  iPhone  Deposits   account.  Thanks  to  their  latest   retweeted  1,404  =mes.   Checks  via  Camera.”  This  post    was   iPhone  App  Update.”  This  post  was   retweeted  302  =mes.   •  Posts  by  Mashable  (and  its  staff)  are   retweeted  256  =mes.  •  Explained  how  the  Brand  X  iPhone   o]en  retweeted.     •  Gave  a  posi=ve  review  and  provided   app  works.  The  post  was  graded  as   a  guide  on  how  to  use  app.   posi=ve  because  it  described  the  ease   of  use  and  convenience  of  the   applica=on.     Kevin  Purdy   Kat  Hannaford     Jennifer  Van  Grove   twieer.com/kevinpurdy   khannaford@gizmodo.com hep://jbruin.com   /Key  Findings  Key  influencers  are  heavily  integrated  in  the  technology  industry.  Their  posts  sparked  conversa=ons  that  were  mainly  around  convenience,  =me-­‐saved  and  account  safety.  
  • 32. Listening  Generates  Value  across  the  business Use  Case   Value/ROI   Brand  Audit   Iden=fy  opportuni=es  in  Social  Media   Social  Media  Campaigns   Measure  progress  of  Social  Media  efforts   Corporate  Marke=ng   Increased  sales  &  rate  of  return  on  ad  spend   Customer  Service   Increased  sa=sfac=on,  brand  loyalty,  awareness   Compe==ve  Insight   Iden=fy  differen=a=ng  features  &  innovate   Public  Rela=ons   Efficient  use  of  =me  &  iden=fy  influencers   Sales  –  Lead  Genera=on   Increased  sales  &  shortened  sales  cycle   Search  Engine  Op=miza=on   More  effec=ve  SEO  &  organic  visibility   Product  Development   Reduced  market  research  costs   HR   Reduced  hiring  costs  &  less  churn   Learning   Provides  a  free  learning  vehicle  for  employees   Source:  ConnieBensen.com  
  • 33.   Sales  and  marke=ng     Sales  &  Service   Marke=ng  Human   Machine   AmplificaCon    Social  Personal   Social   Community   Social   Social   Enterprise   Social  CRM   Brand   Social   Intelligence   Management   Media   AdverCsing   Social     Sales  &   Publishing  Media  and   and  market   and   Management   on  the  top   Networking   Service   “brand  as  branding   research   ModeraCon   &  MarkeCng   plaKorms   Systems   Publisher”   Social  Media  Technology   Digital  MarkeCng  &  AutomaCon  Technology   The  Internet  
  • 34. Community  Management  &   Modera=on  
  • 35. |  AVOID  THE  SILOS   Blogs   Forums   Facebook   Twieer   YouTube  Marke=ng   PR   HR     Sales   Cust.  Serv.  
  • 36. |  ADVANCED  COMMUNITY  MODEL   Blogs   Forums   Facebook   Twieer   YouTube   Community  Team  Marke=ng   PR   Regulatory   Intel   Cust.  Serv.  
  • 37. A  Sales  Funnel  
  • 38. A  Community  Sales  Funnel  
  • 39. Community  Managers  The  conversa=on  is  the  campaign  
  • 40. Simple  returns  for  customer  community   “We  monitor  in  excess  of  1,500  discussion   threads  a  day  on  very  specific  topics  where  we  think  we  can  add  value  to  the  conversaCon.  It’s   not  possible  to  par=cipate  in  all  of  the  threads,  but   there  are  ways  to  iden=fy  which  conversa=ons  are   the  most  influenCal,  which  ones  have  the   greatest  reach,  and  those  are  the  one  in  which   we’re  most  likely  to  par=cipate”   Marty  Collins,  Senior  Product  MarkeCng  Manager,  Windows  Live,   Microsoh  
  • 41.   Sales  and  marke=ng     Sales  &  Service   Marke=ng  Human   Machine   AmplificaCon    Social  Personal   Social   Community   Social   Social   Enterprise   Social  CRM   Brand   Social   Intelligence   Management   Media   AdverCsing   Social     Sales  &   Publishing  Media  and   and  market   and   Management   on  the  top   Networking   Service   “brand  as  branding   research   ModeraCon   &  MarkeCng   plaKorms   Systems   Publisher”   Social  Media  Technology   Digital  MarkeCng  &  AutomaCon  Technology   The  Internet  
  • 42. Listening to Be A Better Business, Across the Business4 From  4,000  posts/day  to  26,000  posts/day   14/06/2012   Confiden=al  7  
  • 43. Turn  Social  Conversa=ons  into  Revenue   Build  Your  Social  Pipeline   Listen  for  the  point  of  need  and  turn   social  product  inquiries  into  leads     Sell  Smarter  with  Social  Sales  Intelligence   Listen  to  what’s  being  said  about   specific  customers  and  industries  on   the  social  web     Get  CompeCCve  Insights   Capitalize  on  your  compe=tor’s   vulnerabili=es  and  turn  compe==ve   issues  into  opportuni=es        Any  Social  Channel  -­‐-­‐  Real-­‐Time  Engagement  -­‐-­‐  Integrate  with  Leads  and  OpportuniCes  
  • 44. Deliver  Amazing  Social  Customer  Service Monitor  Any  Social  ConversaCon   Monitor  real-­‐=me  customer  issues  on  Twieer,   Facebook     Auto-­‐Convert  Tweets/Posts  to  Cases   Auto-­‐create  cases  using  business  workflow   rules     Auto-­‐Assign  Cases  to  Expert  Agents     Priori=ze  incoming  issues  into  agents’  queues     Resolve  Cases  On  Any  Social  Channel   Respond  to  customers  on  their  favorite  social   channel      Any  Social  Channel  -­‐-­‐  Real-­‐Time  Engagement  -­‐-­‐  Integrate  with  Case  Management    
  • 45. Dell  Hell  to  Dell  Cares  
  • 46. Five  years  of  experiments  and  experience   February  2006   December  2006   October  2007   May  2008   June  2009   Michael  Dell  Asks   RaCngs  and  reviews   Michael  Dell  quote  in  Business  Week   Dell  Outlet  achieves     Global  Twi9er  revenues   named  #1  most   Dell   Why  don’t  we  reach  out  and  help   Jeff  Jarvis  story  quote,  “These  conversa=ons  are  going  to   social  brand  in  ranking  of   on  Dell.com   $0.5M  in  sales  via  Twi9er   of  $6.5  M   100  top  brands     bloggers  with  tech  support  issues?   occur  whether  you  like  it  or  not.  Do  you  want  to  be  part  of   Community  team  ac=ve  on  Twieer   that  or  not?  My  argument  is  you  absolutely  do.  You  can     learn  from  them.  You  can  improve  your  reacCon  Cme.   Small  Business     And  you  can  be  a  be9er  company  by  listening  and  being   blog  launched   involved  in  that  conversaCon.”     August  2006   Blog  outreach   expands  beyond   March  2008   March  2010   tech  support   February  2007   Accepted  SoluCons   China  Micro-­‐ IdeaStorm  Launched   Blogging   A  vo=ng  based  site  allowing  customers   launched  on  Community     January  2009   June  2009   and  others  to  submit  ideas  for  Dell.   Dell  France  begins  Online  Community   Dell  Organizes  in  to   $2M+  Sales   Outreach   4  customer  focused   via  Twi9er   business  units   Social  Media  Listening    Command  Center     2006   2007   2008   2009   2010   2011   July  2006   Dell  Social  Media  and     Community  University     Direct2Dell  launched   June  2007   April  2008   2009   launched/5,000  team   Today  Direct2Dell  exists  in   members  trained  by   English,  Spanish,  Norwegian,   Dell  joins  Twi9er   Inside  IT  launched   Dell  TechCenter     Blog  focused  on  business   end  of  year   Japanese  and  Chinese.     January  2008   customers,  and  Cloud   (Aug.)   Dell  launches   Dell  aligns   Compu=ng.   EmployeeStorm   organiza=on     Internal  Blogs  Launched   for  success   for  Employees.   Spring  2009   December  2009   AlCmeter  recognizes  Dell  with  “Open   Some  Members  of   Huffington  Post  Blog   Leadership  Award  for  Innova=on  and   Community  and   Execu=on”   Conversa=ons  deployed   (Oct.)   within  each  of  the  new   Dell  August  2006   Dell  Business  units   launches   January  2007   B2B  pages  Blog  outreach   StudioDell  launched   Facebook  expands  beyond  tech   Dell’s  video  and  podcast  site,   (Jun.)  Support   with  helpful  =ps  and  tricks.   Eventually  expanding  this  into   February  2008   the  YouTube  channel  making   Twi9er  expanded   November  2007   sharing  easier.   DellShares  launched   The  first  investor  rela=ons  blog  by  a   June  2008   public  company.   Channel  blog   launched   51
  • 47. |  WHO  CAN  USE  SOCIAL  DATA?  Customer  Service:    •  Solving  problems  •  Finding  trends  and  breaking  issues  •  Keep  customers  up  to  date  with  info  •  Create  knowledge  base  from  answers  •  Integrate  with  CRM  to  prove  cost  savings  •  Real  =me  feedback  allows  you  to  act  quickly  
  • 48.   Sales  and  marke=ng     Sales  &  Service   Marke=ng  Human   Machine   AmplificaCon    Social  Personal   Social   Community   Social   Social   Enterprise   Social  CRM   Brand   Social   Intelligence   Management   Media   AdverCsing   Social     Sales  &   Publishing  Media  and   and  market   and   Management   on  the  top   Networking   Service   “brand  as  branding   research   ModeraCon   &  MarkeCng   plaKorms   Systems   Publisher”   Social  Media  Technology   Digital  MarkeCng  &  AutomaCon  Technology   The  Internet  
  • 49.  
  • 50.   Sales  and  marke=ng     Sales  &  Service   Marke=ng  Human   Machine   AmplificaCon    Social  Personal   Social   Community   Social   Social   Enterprise   Social  CRM   Brand   Social   Intelligence   Management   Media   AdverCsing   Social     Sales  &   Publishing  Media  and   and  market   and   Management   on  the  top   Networking   Service   “brand  as  branding   research   ModeraCon   &  MarkeCng   plaKorms   Systems   Publisher”   Social  Media  Technology   Digital  MarkeCng  &  AutomaCon  Technology   The  Internet  
  • 51. Emerging  Science  Current  –  Compe==ons  &  vouchers   Future  –  social  endorsement  
  • 52.   Sales  and  marke=ng     Sales  &  Service   Marke=ng  Human   Machine   AmplificaCon    Social  Personal   Social   Community   Social   Social   Enterprise   Social  CRM   Brand   Social   Intelligence   Management   Media   AdverCsing   Social     Sales  &   Publishing  Media  and   and  market   and   Management   on  the  top   Networking   Service   “brand  as  branding   research   ModeraCon   &  MarkeCng   plaKorms   Systems   Publisher”   Social  Media  Technology   Digital  MarkeCng  &  AutomaCon  Technology   The  Internet  
  • 53. Where  idio  fits  in  context  of  the  sales   funnel  
  • 54. Social  CRM  Scope     Sales  and  marke=ng     Sales  &  Service   Marke=ng  Human   Machine   AmplificaCon    Social  Personal   Social   Community   Social   Social   Enterprise   Social  CRM   Brand   Social   Intelligence   Management   Media   AdverCsing   Social     Sales  &   Publishing  Media  and   and  market   and   Management   on  the  top   Networking   Service   “brand  as  branding   research   ModeraCon   &  MarkeCng   plaKorms   Systems   Publisher”   Social  Media  Technology   Digital  MarkeCng  &  AutomaCon  Technology   The  Internet  
  • 55. Summary  •  Social  CRM  -­‐  beeer  human  interac=on   –  People  trying  to  find  product  –  sales   –  People  trying  to  get  something  fixed  –  service   –  People  trying  to  have  a  conversa=on/experience  –   marke=ng  •  Lots  of  technology  choices  –  look  for  integra=on  •  In  B2B  employees  are  the  Key  •  Its  all  about  digital  word  of  mouth  
  • 56. Dave  is  an  advocate  of  BLANK   “When Advocates Talk, Brands Grow”™ 22squared.com
  • 57. Customer Engagement Architects Bob.Barker@Occam-­‐dm.com   07768  936916  hep://www.slideshare.net/BobBarkerUK     Twieer  @bob_barker  

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