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Webinar Make your CRM Social!

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Make your CRM Social! ...

Make your CRM Social!

With 1 billion Facebook users, 560 million Twitter users, 400 million Google+ users and 240 million LinkedIn users, it is unquestionable the potential and power of Social Media for any business.

How can a business take advantage of this potential? By making your CRM Social!

Join Doble Group on this important webinar where we give tips on how to integrate your CRM with Social Media.

More in: Business , Technology
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  • 1. Webinar Make your CRM Social! Mariano J. Doble CEO Doble Group, LLC Vennis Williamson Sales Director, English Caribbean at Doble Group, LLC Thursday May 15, 2014
  • 2. Panelists M a r i a n o J . D o b l e I F o u n d e r a n d C E O D o b l e G r o u p , L L C Mariano J. Doble is the CEO of Doble Group, LLC; a boutique consulting firm that focuses on improving business results through CRM solutions and the alignment of the organization, its processes and teams for success. Doble Group delivers its services through highly customized consulting programs and the world's most innovative cloud technologies. Doble Group Blog: htp://doblegroup.com/es/blog/ LinkedIn: doble-group-llc I Twitter: @doblegroup I Google: doblegroup V e n n i s W i l l i a m s o n I S a l e s D i r e c t o r , E n g l i s h C a r i b b e a n a t D o b l e G r o u p , L L C Vast experience in the field of Sales ranging from Direct Sales to Sales Management and Strategic Analysis and Development. Prior to joining Doble Group, Vennis served in a number of sales related roles at Cable & Wireless Caribbean. She holds a MBA from FIU and BBA. Doble Group Blog: htp://doblegroup.com/es/blog/ LinkedIn: doble-group-llc I Twitter: @doblegroup I Google: doblegroup
  • 3. Webinar Make your CRM Social! Mariano J Doble Founder & CEO Doble Group, LLC
  • 4. What is Social CRM Strategy? A CRM STRATEGY aims to help you KNOW YOUR CUSTOMER better by LISTENING to them by INTERACTING and COLLABORATING with them, your employees and partners with the objective of developing INNOVATIONS that deliver a PERSONALIZED EXPERIENCE, allowing both the customer and the company to achieve their GOALS.
  • 5. Social Media Dimension  World Population 7.40 billions  Social Media Users Worldwide 1.97 billions  Average User World Population 25% of Population  Users Projection 2017 2.55 billion  Growth by 2017 29% +  Users LATAM & Caribbean 246.6 millions  Projected Users for 2017 324.4 millions  Growth LATAM & Caribbean 2017 32% Reference: http://www.emarketer.com/Article/Social-Networking-Reaches-Nearly-One-Four-Around-World/1009976
  • 6. Social Media Sizing by Channels 1,310 900 646 400 240 200 70 0 200 400 600 800 1,000 1,200 1,400 Facebook Youtube Twitter Google + LinkedIn Intagram Pinterest MillionsbyUsersxMonth Reference: http://www.statisticbrain.com/
  • 7. Evolution of CRM to SCRM CRM Social CRM Interact with Assigned Departments Interact with Everyone Process Defined by the Company Pre-Defined Communication Channels Process Defined by the Client Hours are set by Client Define Dynamic Communication Channels Inside Out Interactions (2 Ways) Outside In Hours are set by the Company Transactions $ Who? What? When? Where? Why? How?
  • 8. Social CRM Process Listen Social Media Channels Response Automated Processes (Macro) Manual Processes (Micro) CRM CRM (Social Profile, Interactions, Transactions, Segmentation, etc.) Social CRM Process = People + Processes + Technology Information Analysis
  • 9. Social CRM Impacts all Customer Touch Points Experience = Loyalty Service Sales Marketing Comms Client
  • 10. Social CRM Impacts all Customer Touch Points C o n t .  Marketing – Communication is relevant to the customer's interest Vs. “Spray & Pray” advertising – Social Media costs less than traditional advertising – Measuring ROI is much more accurate with social media  Communication – Word of mouth is more powerful than “paid advertisement” – Communication is direct and faster and can reduce the commercial life cycle – Potential of creating communities: tighten relationships, build fans! Make your CRM Social!
  • 11. Social CRM Impacts all Customer Touch Points C o n t .  Sales – Individual preferences of prospects are identified, increasing both conversion and closing rates – Sales Cycles depend on customer’s buying confidence (and resources). Knowing the customer better, enables trust and accelerates cycle. – Sales strategy is based on “Trust” and “Win-Win Propositions”  Customer Service – Client expects a response in real-time through their preferred channels – Tendency is that responses are through social channels and interactive sessions in customer communities Make your CRM Social!
  • 12. The Social Media and CRM Synergy:  Content and Promotion Automation – With a CRM, content and promotions can be both personalized and automated, facilitating results analysis, effectiveness and ROI  Capture, Measure and Follow Up on Leads – With landing pages prospect data can be captured (ahead of engagement) giving you the “power of knowledge” to personalize and engage in the customer’s terms and preferences  Market Research and Tendencies – Through communities (integrated with CRM) you can capture real time information from your customers , i.e.: preferences, trends, likes and dislikes…producing a real-time market research engine that works 365 days a year and provides data from the source (customer) Make your CRM Social!
  • 13. The Social Media and CRM Synergy:  Take the Customer Service Experience to another Level – With tools that integrate social media and CRM, a company can anticipate the needs and potential of their customers and be proactive in finding “the right-fit products and solutions”  Mature Prospects and Create an Audience – Not all prospects can or are ready to buy immediately, a Social CRM strategy helps you develop the right “nurturing strategy” until they are ready and beyond  Identify the Social Profile of your Prospects and Opportunities – A CRM enables 360° visibility of prospects and customer information, including their social media profile, making the design of an individualized promotion totally feasible Make your CRM Social!
  • 14. Structure of Social CRM Communities CRM Social Networks Social CRM
  • 15. Succes s Story - L’Oreal US A  Challenge – Increase brand awareness and product sales in beauty salons. Help salons better promote both themselves and the L’Oreal brand through engaging social presence.  Strategy – Enabled 5,000 salons to connect with customers through its Salon Facebook Program. L’Oreal provided salons access to Salesforce Marketing Cloud’s sophisticated social publishing suite to enhance their Facebook pages with content, how-to videos, online appointment booking services and, BY THE WAY, information on the various L’Oreal brands available at the salon.  Results – Increased product revenue per store by $4,000, netting a $20 million increase across all of their partner salons. – The innovative program increased brand awareness and loyalty, earning L’Oreal a Forrester Groundswell Award, along with 21 million impressions and 2.2 million engagements. Make your CRM Social!
  • 16. Social CRM Tendencies  Migrating to SaaS Technology – The real-time nature, cost-effectiveness, flexibility and mobility of SaaS translates to CRM, making it a natural partner of social media (both live in the Cloud)  Companies Turning Loyal Themselves – Customers are looking for companies that identify, connect and are loyal to them as well, just not the other way around  Mobile Technology – Mobile technology is social (and highly personal) and the growth is exponential Make your CRM Social!
  • 17. Webinar Make your CRM Social! Vennis Williamson Sales Director, English Caribbean at Doble Group
  • 18. Steps to Social CRM 1. Listening to conversations in social networks: – Use monitoring tools: Radian6 2. Cross reference emails with social network profiles: – Use applications like FullContact 3. Who are your clients in the social networks. – Use CRM with points 1 & 2 4. Understand conversations of prospects and clients – Know your audience
  • 19. Conversation Profile 1. How Much? Matrix 2. When? Trends 3. Which One? Audience 4. Who? Influencers 5. Where? Channels 6. How? Profile Business Use: – Marketing – Sales – Customer Service – Public Relations
  • 20. • Marketing, Sales and Customer Service Matrix • Team Work – Director – Data Analysis – Community Manager – Agents • Framework – Agency – Brand – Call Center Operational Model
  • 21. Operational Model • Guidelines and Procedures • Work Flows • Functionality – Monitoring – Engagement – Management • Integration with the CRM
  • 22. Example B2B: The Basic 1. Sync your contacts in Gmail, LinkedIn, Twitter and Facebook 2. See the social profile in the CRM using FullContact or Fliptop, among others 3. Use the LinkedIn plug-in that offers the CRM or any partner 4. Have a Universal Inbox for social networks to respond to messages from your contacts 5. Have activities and interactions aligned with the messages from social networks 6. Use internal or external collaboration tools such as the Chatter
  • 23. Example B2B-B2C: The Basics 1. Monitor of Social Channels – Marketing, Sales, Services, Crisis 2. Engagement of Social Channels and Content – TRUST & WON 3. Management of Social Channels – Sales Increase 4. Communication Management & Knowledge Management – Cost Reduction 5. Deflection Rate – Cost Reduction
  • 24. Multi-Channels – Email, SMS, Web, Social Channels Multi Channels!
  • 25. ¿Questions? Make your CRM Social!
  • 26. Make your CRM Social!
  • 27. Follow Us! w w w. d o b l e g r o u p . c o m @doblegroup /doblegroup /+doblegroup Company/doble-group-llc doblegroup /DobleGroup
  • 28. Doble Group D o b l e G r o u p , L L C i s a b o u t i q u e c o n s u l t i n g f i r m t h a t f o c u s e s o n i m p r o v i n g c o m m e r c i a l b u s i n e s s r e s u l t s t h r o u g h C R M s o l u t i o n s a n d t h e a l i g n m e n t o f t h e o r g a n i z a t i o n , i t s p r o c e s s e s a n d t e a m s f o r s u c c e s s . W e d e l i v e r o u r s e r v i c e s t h r o u g h h i g h l y c u s t o m i z e d c o n s u l t i n g , t r a i n i n g a n d c o a c h i n g p r o g r a m s a n d t h e w o r l d ’ s # 1 C R M t e c h n o l o g i e s .
  • 29. The World’s #1 CRM Technologies SALES CLOUD • Grow Sales Revenues • Increase Sales Productivity • Control your Marketing ROI • Improve Customer Satisfaction & Loyalty MARKETING CLOUD • Social Monitoring • Social Hub • Social Insights • Social Engagement SERVICE CLOUD • Service and Engage in Social Media • Drive Agent Productivity • Reduce Service Costs • Improve Customer Experience CHATTER • Collaborate without Boundaries • Get Answers Faster • Brainstorm Ideas • Engage with Key Customers WORK.COM • Achieve Goals Faster with Real Time Coaching • Inspire Achievement with Recognition & Rewards • Manage Performance in Real Time FORCE.COM • Build Custom Apps 5x Faster at 1/2 the Cost! • Mobile Apps in your Smart Phone, Tablet or Laptop
  • 30. A Portfolio Built Around Your Success! CONFIGURATION, DEVELOPMENT & SUPPORT • Certified Salesforce Consultants & Developers • Configure, Integrate and Build in Salesforce with the Right Team and Skillsets COACHING • Commercial Leadership Team Transformation Coaching • CRM Adoption Coaching • 1:1 Commercial Leadership Coaching COMMERCIAL CONSULTING • Commercial Strategy • Best-Practice Process Design & Enhancements • Translation of processes into Automation TRAINING • Salesforce User Training • Salesforce Administrator Training • Salesforce Optimization Training • Consultative-Added Value-Solution Selling Training QUALIFIED PEOPLE MAKE THE DIFFERENCE!