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7 Imperatives for the Socially Engaged Sales Function
 

7 Imperatives for the Socially Engaged Sales Function

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A few things are certain in life: death, taxes, and… new buzzwords in business. Today, one of those hot new buzzwords is “Social CRM”. No, it’s not just a fancy way to recharge CRM (which ...

A few things are certain in life: death, taxes, and… new buzzwords in business. Today, one of those hot new buzzwords is “Social CRM”. No, it’s not just a fancy way to recharge CRM (which for all intensive purposes is a mature technology) with the emerging popularity of Social Media. It’s a transformation in the way buyers and sellers interact during a purchase decision. In truth, Social CRM should be ubiquitous with CRM because it’s about empowering the sales function with a system to improve a company’s ability to collect and aggregate insights about customer needs and behaviors by augmenting transition data with lifestyle data customers share online.

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    7 Imperatives for the Socially Engaged Sales Function 7 Imperatives for the Socially Engaged Sales Function Presentation Transcript

    • Sponsored by:
    • Top Performers: Respondents that achieved Top Quartile performance in key KPI’s TODAY’S STATS Everyone Else: Everyone ElseTotal survey responses: 452Qualified survey responses: 356 Integrated CRM for SMB CRM Gleansight Gleansight (Publishing June 2012)(June 2011) REVENUE CHANGE IN AVERAGE DEAL SIZE BID-TO-WIN RATIO LEAD-TO-SALES CONVERSION #Social7 2
    • CRM CRM 2.0 Social CRM #Social7 3
    • CRM CRM 2.0 Social CRM DEPENDS WHICH BANDWAGON YOU ARE ON #Social7 4
    • #Social7 5
    • Significantly 12% Somewhat 34% Not at All 35% Cant Say 19% 0% 10% 20% 30% 40% * Gleanster iCRM Survey September 2011, Title: Sales #Social7 6
    • Title: Sales11% Yes No 89% * Gleanster iCRM Survey September 2011, Title: Sales #Social7 7
    • SALESPERSON DECISION MAKERS #Social7 8
    • HAPPY / UNHAPPY CUSTOMERSSALESPERSON DECISION MAKERS SALESPERSON DECISION MAKERS COLLEAGUES FRIENDS / FAMILY COMPETITORS #Social7 9
    •  #Social7 10
    •  #Social7 11
    •  #Social7 12
    •  #Social7 13
    •  #Social7 14
    •  #Social7 15
    •  #Social7 16
    •  #Social7 17
    •  #Social7 18
    •  #Social7 19
    • Paul Greenberg Definition Philosophy and Business Strategy:  Technology Platform  Business Rules  Workflow  Processes  Social Characteristics To…  Engage Customer  Collaborative Conversation  Mutual Benefit  Value  Trust  Transparency#Social7 20
    • •••• #Social7 21
    • • •• ••• • #Social7 22
    • CRM CRM 2.0 Social CRM೦೦೦೦ #Social7 23
    • CRM CRM 2.0 Social CRM೦೦೦೦ #Social7 24
    • ೦೦೦೦ #Social7 25
    • CRM CRM CRM೦೦೦೦ #Social7 26
    • 27
    • 28
    •  #Social7 29
    •  #Social7 30
    •  #Social7 31
    •  #Social7 32
    •  #Social7 33
    •  #Social7 34
    •  #Social7 35
    •  #Social7 36
    • *Source: Gleanster Research#Social7 37
    • 38
    •   Your Company  Your Industry  Problems Your Products Address www.socialmention.com  Your Products  Your Competitors TEST THIS…  #Social7 39
    • ••• #Social7 40
    • 41
    • #Social7 42
    • 43
    • •• #Social7 44
    • Content Measurable ROI Conversation #Social7 45
    • #Social7 46
    • “Check out this whitepaper”“Check out this video”“This might help answer your question…” #Social7 47
    • 48
    • Sentimentwww.socialmention.com Passion Top Keywords Reach #Social7 49
    • •Key Questions:•Do people shareinformation?•Where do theyshare it?•What type ofinformation dothey share? #Social7 50
    • #Social7 51
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    • 53
    • #Social7 54
    • Source: Gleanster Research#Social7 55
    •  #Social7 56
    •  #Social7 57
    • 58
    • •• #Social7 59
    • • – Goals for social media engagement – Core values – Appropriate platforms – Dealing with negative remarks – Talking about competitors – Personal vs Business #Social7 60
    • 61
    • Philosophy and Business Strategy:  Technology Platform  Business Rules Resellers/ Channel  Workflow  Processes  Social Characteristics Sales Customer Marketing Experience  Engage Customer  Collaborative Conversation Customer  Mutual Benefit Service  Value  Trust  Transparency #Social7 62
    • *38% *29% *Percentage of Top Performers that integrate technology with CRM*58% *46% DATA WAREHOUSEOther Channels (Less frequently integrated) DIRECT MAIL DIGITAL SIGNAGE BUSINESS FULFILLMENT MOBILE MARKETING INTELLIGENCE SOLUTION DIGITAL SIGNAGE WEB CONTENT MANAGEMENT DIGITAL ASSET MANAGEMENT #Social7 63
    • #Social7 64
    • 65
    • Deep Dive: 7 Imperatives for the Socially Engaged Sales Function (June 2012) Download for free at www.gleanster.com http://www.gleanster.com/reports /reports/7-imperatives-for- embracing-social-media-in-sales #Social7 66