LOGO




       Brent Leary, CRM Essentials
         e t ea y, C     sse t als
About Me….Before 2004


     CRM implementation consultant.
     Salesforce.com and Microsoft CRM
     certified partners
...
Traditional CRM: How It All Fits


                                         Accounts


       GENERATE                    ...
About Me….After 2004


    CRM industry analyst, advisor,
    strategic consultant



    Customers include Intuit, Micros...
What’s Happened Since 2004?
CRM – Community Relationship Management?




Source: Nielsen Online, Global Index, December 2007 – December 2008. E.g. In ...
These weren’t around either…
OK….So What Happened?




   Barack 2.0       • April 2008 – Will Barack Obama be our first CRM
                    presid...
Customers say business should be social…


   93% of Americans believe a company
should have a presence in social media
  ...
Defining CRM… Socially
                     RM…

                                                                         ...
Social CRM Basics… More or Less

 More listening, sharing and
        listening,
participating…
participating…
    ii i


...
Social CRM, Twitter & Biscuits
The Impact of 140 Characters

•I replied
•I followed
•I bl
   bloggedd
•I podcasted
•I ate…and
   ate…and
ate…
ate…$$$
Social CRM: Barack 2.0 – An Example
The Three A's Of Social CRM
   Keys to keeping and growing good
                l ti hi
              relationships
Automa...
Automating Content Creation & Distribution


 •A Blog
       g
 •A Tweet
 •A Comment
 •A Phone
 •A Webcam


              ...
Automating Content Distribution – Tweet This!
Automating Content Distribution – Tweet This Cont’d
Automating Content Distribution: TubeMogul.com
Conversation Management: CoTweet.com
Conversation Management:
 Salesforce.com + Twitter




           ZDNet.com
Remember the Good, Bad, Ugly & Unexpected:
            A Cautionary Tale
Remember the Good, Bad, Ugly & Unexpected:
            A Cautionary Tale
Remember the Good, Bad, Ugly & Unexpected:
            A Cautionary Tale
Remember the Good, Bad, Ugly & Unexpected:
            A Cautionary Tale
Remember the Good, Bad, Ugly & Unexpected:
            A Cautionary Tale
Remember the Good, Bad, Ugly & Unexpected:
            A Cautionary Tale
Analysis: The New Metric System




WebAnalyticsDemystified.com 2008
Measuring Random Acts of Web Socialism



     • Brand driven sessions
       Brand
     • Either originating directly or ...
Who’s Liking your Links?
Who’s Favoring Your Tweets?
Analyze This….
Social Media Monitoring
Audacity
Audacity – HubSpot & Hammer?
The Idea / Blog – www.Barack20.com
What Is The Site About? (www.wordle.net)
Favs,
Favs, Embeds, Tags….and Views
Main Stream Media
From Digital to Print
Benefits of Social Media on Customer
     Relationship Management




                         Avanade – June 2008
Thank You!
       Brent Leary
         BLEARY@CRM‐ESSENTIALS.COM
       Blog
         WWW.BRENTLEARY.COM
       Twitter
  ...
How to Use Social Media To Attract More Customers - HubSpot
How to Use Social Media To Attract More Customers - HubSpot
How to Use Social Media To Attract More Customers - HubSpot
How to Use Social Media To Attract More Customers - HubSpot
How to Use Social Media To Attract More Customers - HubSpot
How to Use Social Media To Attract More Customers - HubSpot
How to Use Social Media To Attract More Customers - HubSpot
How to Use Social Media To Attract More Customers - HubSpot
How to Use Social Media To Attract More Customers - HubSpot
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How to Use Social Media To Attract More Customers - HubSpot

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Businesses now have the power to leverage the Internet -- search engines, blogs, social media -- to reach customers more effectively. This includes connecting with customers where they hang out online and engaging in conversations about the topics most important to them. Social CRM (Customer Relationship Management) is all about joining the ongoing conversations our customers and prospects are already having and not trying to control them. It's realizing that people like doing business with people they like and love doing business with people they trust.

This presentation covers:

* How to use social media to connect with customers online
* Creating content to attract more customers to your business
* Tools to help you manage and measure your social media efforts

Published in: Technology, Business

How to Use Social Media To Attract More Customers - HubSpot

  1. 1. LOGO Brent Leary, CRM Essentials e t ea y, C sse t als
  2. 2. About Me….Before 2004 CRM implementation consultant. Salesforce.com and Microsoft CRM certified partners Customers include local small businesses like ERS, Icebox Reads Inc., Entrepreneur, Wall p Street, Black Enterprise
  3. 3. Traditional CRM: How It All Fits Accounts GENERATE FEED TO FEED TO CONVERT TO CONVERT TO CONVERT TO FEED TO Opportunities Campaigns Leads Forecast Contacts Analyzed to determine success
  4. 4. About Me….After 2004 CRM industry analyst, advisor, strategic consultant Customers include Intuit, Microsoft, RIM, Sage Quoted in Inc., Entrepreneur, Wall p Street, Black Enterprise
  5. 5. What’s Happened Since 2004?
  6. 6. CRM – Community Relationship Management? Source: Nielsen Online, Global Index, December 2007 – December 2008. E.g. In Dec 08 the Search sector reached 1.9% (points) more of the world s online population than it did in Dec 07 reached 1 9% (points) more of the world’s online population than it did in Dec 07 1 ‘Global’ refers to AU, BR, CH, DE, ES, FR, IT, UK & USA only
  7. 7. These weren’t around either…
  8. 8. OK….So What Happened? Barack 2.0 • April 2008 – Will Barack Obama be our first CRM president? Social Networking • February 2007 • November 2006 Technology For Business Sake Podcasting • June 2005 Brent’s CRM Blog Blogging • March 2004 DestinationCRM com 2004. DestinationCRM.com First Article
  9. 9. Customers say business should be social… 93% of Americans believe a company should have a presence in social media 85% believe a company should not only be present but also interact with its consumers via social media 56% of American consumers feel both a stronger connection with and better served by companies when they can interact with them in a social media environment. 2008 Cone Business in Social Media Study
  10. 10. Defining CRM… Socially RM… Relationships Exchanges g Information Customer Partner GENERATE CREATING CONVERT TO CONVERT TO CONVERT TO FEED TO Confidence Vendor Conversations Content Sales process Analyzed to determine success
  11. 11. Social CRM Basics… More or Less More listening, sharing and listening, participating… participating… ii i … L t lki 1 0 selling 1 0 and Less talking 1.0, lli 1.0 d marketing 1.0 g
  12. 12. Social CRM, Twitter & Biscuits
  13. 13. The Impact of 140 Characters •I replied •I followed •I bl bloggedd •I podcasted •I ate…and ate…and ate… ate…$$$
  14. 14. Social CRM: Barack 2.0 – An Example
  15. 15. The Three A's Of Social CRM Keys to keeping and growing good l ti hi relationships Automation of  content creation and  distribution Analysis – capturing  ‘social’ and web‐ based data Audacity – focus on  ‘captivating’ people captivating  people
  16. 16. Automating Content Creation & Distribution •A Blog g •A Tweet •A Comment •A Phone •A Webcam •User-generated User- •Co-created Co- •Syndicated •Repurposed
  17. 17. Automating Content Distribution – Tweet This!
  18. 18. Automating Content Distribution – Tweet This Cont’d
  19. 19. Automating Content Distribution: TubeMogul.com
  20. 20. Conversation Management: CoTweet.com
  21. 21. Conversation Management: Salesforce.com + Twitter ZDNet.com
  22. 22. Remember the Good, Bad, Ugly & Unexpected: A Cautionary Tale
  23. 23. Remember the Good, Bad, Ugly & Unexpected: A Cautionary Tale
  24. 24. Remember the Good, Bad, Ugly & Unexpected: A Cautionary Tale
  25. 25. Remember the Good, Bad, Ugly & Unexpected: A Cautionary Tale
  26. 26. Remember the Good, Bad, Ugly & Unexpected: A Cautionary Tale
  27. 27. Remember the Good, Bad, Ugly & Unexpected: A Cautionary Tale
  28. 28. Analysis: The New Metric System WebAnalyticsDemystified.com 2008
  29. 29. Measuring Random Acts of Web Socialism • Brand driven sessions Brand • Either originating directly or from “branded” search terms “branded” – • “brent leary”, “crm blog” “social crm”, etc. leary” blog”, crm” – • anyone coming directly or searching for my name is already  fairly engaged  Measured events • • Pre‐determined non‐commerce events – • Email me comment on my blog, download a PDF, Digg me, me, blog StumbleUpon me, Mixx me, etc.
  30. 30. Who’s Liking your Links?
  31. 31. Who’s Favoring Your Tweets?
  32. 32. Analyze This….
  33. 33. Social Media Monitoring
  34. 34. Audacity
  35. 35. Audacity – HubSpot & Hammer?
  36. 36. The Idea / Blog – www.Barack20.com
  37. 37. What Is The Site About? (www.wordle.net)
  38. 38. Favs, Favs, Embeds, Tags….and Views
  39. 39. Main Stream Media
  40. 40. From Digital to Print
  41. 41. Benefits of Social Media on Customer Relationship Management Avanade – June 2008
  42. 42. Thank You! Brent Leary BLEARY@CRM‐ESSENTIALS.COM Blog WWW.BRENTLEARY.COM Twitter WWW.TWITTER.COM/BRENTLEARY WWW TWITTER COM/BRENTLEARY Barack 2.0 WWW.BARACK20.COM For More Show Info: www.BusinessTechnologyRadio.com

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