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Nilsson Consulting, Social CRM services empowering you and your organisation

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Nilsson Consulting is a Social CRM boutique agency specialised in solving the problems today’s companies are facing with customers that are increasingly more informed, empowered and demanding. Nilsson …

Nilsson Consulting is a Social CRM boutique agency specialised in solving the problems today’s companies are facing with customers that are increasingly more informed, empowered and demanding. Nilsson Consulting is run by Joakim Nilsson, an experienced Social CRM Strategist and former Head of Social Media at one of Europe’s largest online gambling companies.

Nilsson Consulting provides Social CRM consulting services, social media monitoring services, analytics & measurement as well as custom client workshops and trainings.

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  • 1. Social CRM services empowering youand your organisation. solutions monitor analytics academy hello@joakimnilsson.com www.joakimnilsson.com
  • 2. Marketing is no longer just your paidadvertising.Its your customers combined perception of yourbrand across paid, owned and earned media. PAID OWNED EARNED Todays marketing reality
  • 3. Joakim, Your Social CRM strategistNilsson Consulting is a young Paris based Social CRMboutique agency specialised in solving the problems today’s companies are facing with customers that areincreasingly more informed, empowered and demanding. Nilsson Consulting is run by Joakim Nilsson, an experienced Social CRM Strategist and former Head of Social Media at one of Europe’s largest online gambling companies, frequent speaker at industry events and advisory board member at Customer Management IQ.Connect with Joakim:@joakimnilsson / facebook.com/joakimnilssondotcom / linkedin.com/in/joakimnilsson
  • 4. Products & services Nilsson Consulting provides Social CRM solutions, social media monitoring services, analytics & measurement as well as custom client workshops and trainings.1. Social CRM solutions2. Social media monitoring services3. Analytics & measurement4. Academy
  • 5. Happy clients!
  • 6. SolutionsStrategic Social CRM solutions aimed at helping todays companies that deals with consumers that are becoming increasingly informed, empowered and demanding.
  • 7. 4 truths about todays business reality● Consumers are increasingly getting smarter, more informed and always connected.● With the growth of social networks, companies have more potential customer touch points than ever.● Information travels further and faster than ever before.● Hiding a dirty secret is becoming increasingly difficult.
  • 8. Todays marketing is increasingly aboutyour customers shared experiences
  • 9. Is your organisation ready for todays connected consumers? This maturity model is based on the open research material provided by the Altimeter group. Social level 1: Social level 2: Social level 3: Social level 4: Playground Emerging Advanced IntegratedSocial media is isolated to a Social media is becoming a Social media is now Social media is now anfew individuals most often formal function still probably becoming a part of more integrated part of the business.within marketing/sales with within marketing/sales. Focus peoples jobs across Each department understandsno collaboration between is on establishing a presence departments. Most likely how it can help them achievedepartments and no on social networks. Still little Customer support, Product results hence any activities arealignment to business or no collaboration with other and Marketing are running tied to business objectives.objectives. departments. Business joint efforts listening and Social media is led and objectives remains marketing talking to customers on management from a central task oriented. social media. force program.
  • 10. The social media puzzle approach toSocial CRM programs 1) Clearly define goals describing what you want to achieve2) Pick strategie(s) 2) Identify people 3) Select channels Listen FB TW Talk Support YT IG Energize PI Etc. Embrace
  • 11. Strategic Social CRM solutionsNilsson Consulting Social CRM solutions is all abouttogether working out a tailored plan for your organisation onhow to best thrive in this new business reality.● Development of Social CRM strategy & action plan● Planning & setup of social media command center● Audit of your current social media program (2-3 weeks)● Advisory sessions/calls (30min-1 day sessions)● Tailored projects based on your requirementsRead more about Strategic CRM solutions.
  • 12. Richard needed a Social media strategyfor the newly launched Members brand“Joakim was essential to me and myteam when developing the social mediastrategy for our Members brand. I wouldhighly recommend him for his logicalthinking and hype-free approach tosocial media but most important, for thegreat result delivered thanks to the workhe did for us at Members.com.”Richard WoodbridgeCOO, Nelly.com
  • 13. Monitor Understand what being said aboutyour brand, products and competitors. Turn insights into actions.
  • 14. About Nilsson MonitorWhat are people saying about your brand, products and competitors online?Where are they saying it? On blogs, forums, twitter, Facebook or are theyInstagramming photos of your products?Understanding what’s being said about your brand online is fundamental forany social media program, whether you will do customer service outreach onsocial media channels, search for sales opportunities, listen to what’s beingsaid about competition or measure how your share of voice stacks up.Nilsson Monitor is a custom and private social media monitoring dashboardpowered by Brandwatch technology* where you have all the relevant onlineconversations easily accessible from one single place.*Nilsson Monitor is a Brandwatch partner since 2012
  • 15. Typical use cases● Community Management, nurture and grow your existing community online, understand who they are and where they live.● Customer Service Outreach, are people sharing any negative experiences with your brand in the public? Can you reach on directly and sort their problems before it escalates into bigger issues.● Sales Opportunities, can you identify any potential leads by looking at what’ s being said about your competition?● Brand Management, what’s your share-of-voice per market and channel? What’s your online sentiment and reputation?● Business Intelligence, are your customers sharing things on the web that you else wouldnt know about? Are they sharing how they perceive your products? Can you gather the same insights from your competition?
  • 16. Dashboard features● Powered by state-of-the-art Brandwatch technology● Monitors over 50 million sources in 25 languages● Full access to Twitter’s full firehose data● Data partner with Social media data vendor Gnip● Powerful boolean search queries with advanced filtering capabilities● Excellent language filtering● Sleek, modern and easy to use UX● Team workflow tools● Meta data, sentiment and influence stats● Rules, email alerts and fully exportable data● Track and analyse your own Facebook and Twitter pages (more channels coming)
  • 17. Fully customisable monitoring &intelligence dashboard
  • 18. Analytical insights.Query: nelly NOT (author:nelly OR site:junibarnen.blogspot.com OR site:blogg.alltforforaldrar.se OR furtado OR Bjerkenlöv OR awungivele OR Lindstrand OR Adilkhanian OR Tårtan OR hund OR trav OR häst OR hästar OR casino OR bebis OR namn)Rules: E.g. Complaints > nelly NEAR/10 (problem OR fel OR missnöjd OR skräp OR skit OR dålig OR kass)
  • 19. Tailored brand reports with data andinsights for your businessFROM DATA TO INSIGHTS:Most people talk about cloths related to dresses or shirts.What content can be created to drive conversations aroundthe other products?
  • 20. Social media monitoring servicesNilsson Consulting provides state-of-the art social mediamonitoring services. You have the choice of subscribing tothe Nilsson Monitor dashboard, giving your team unlimiteduser logins and search queries, or have weekly/monthlyNilsson Monitor reports compiled for you.● Monthly subscription to Nilsson Monitor dashboard for you and your team.OR● Tailored Nilsson Monitor brand reports with mentions, insights and actionable recommendations.Read more about Nilsson Monitor services.
  • 21. Empowering Casumos customer serviceand community management team“At Casumo we believe in extraordinarycustomer service as a winningmarketing strategy. With NilssonMonitor weve empowered our customerservice and community managementteam to identify and manage all onlineconversations related to our brand andproduct”Razmus SvenningsonCo-founder, Casumo.com
  • 22. AnalyticsMeasure & analyse social media activities across channels.
  • 23. Analytics & measurementUnderstanding success or failure is all about being able toidentify, measure and attribute metrics to bottom-linebusiness goals.● Identify what metrics to measure and how to best align them to bottom-line business goals● Installation, setup and training with tools and dashboards● Setup Google Analytics for measuring social media referralsRead more about analytics & measurement.
  • 24. Customized Social media metricsdashboard for US automotive client
  • 25. AcademyCustom training & workshops aimedat showing the bigger picture of how social media tools & technologies impacts business.
  • 26. Workshops & trainings for you and yourteamDoes your management team need training in how to usesocial media tools?I can train your staff in social media tools and holdworkshops/keynotes on how social media impacts businessat large.Have a look at some of my past presentations onSlideshare.
  • 27. Social media case studies for HECBrussels alumnis"Joakim is what I call a " OK man with brain" you canrely on. I requested him to prepare urgently a videoconf call from Paris to explain his vision of SocialMedia to 80 alumni of HEC Brussels. He prepared itfast, with serious, real added value and food forthought. I really appreciated that and the conf callwas a success. Last but not least, he can listen topeople, answer all type of question with serious andkeep people happy. Joakim, you are too good.Thanks."Jean-François SauvenierAdministrator, ALICHEC ASBL
  • 28. Contact Joakim today for a free consultation meeting:hello@joakimnilsson.com or visit www.joakimnilsson.com.