Chill out dude, it’s only Social CRM

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Or how to stop talking about social CRM and start having more meaningful conversations …

Or how to stop talking about social CRM and start having more meaningful conversations

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Transcript

  • 1. IT’S ONLYSOCIAL CRM!
  • 2. SOCIAL CRM
  • 3. THE PEAK OFINFLATED EXPECTATIONS
  • 4. CUSTOMERRELATIONSHIPMANAGEMENT ≠ SOCIAL MEDIA MANAGEMENT Declared actions, preferences orActual behavior of customers intentions of those who may or may not be customersMultichannel but generates a May be across one or more social Single customer view channels Segmentation via recency, Difficult to segment audience and frequency, content Value One-to-one targeting One-to-many conversations Direct Open Accepted ROI models Evolving ROI models Clear legislation Grey area
  • 5. ^KEEPCALM ANDCHILLOUT
  • 6. Allowing to extend CRM programmes onto social platforms Applying the principles of CRM to social media at scale SOCIAL CRM
  • 7. OPENING A WORLD OF NEW ENGAGEMENT POSSIBILITIES
  • 8. ONLY 0.5% OF FANSFROM THE TOP 200 BRAND PAGES ON FACEBOOK ARE ENGAGING WITH THE BRAND
  • 9. “FOCUSING REACH AND FREQUENCY IS WHATDRIVES EFFECTIVENESS. ENGAGEMENT IS ANINTERESTING AND IMPORTANT METRIC FOR SOMEMARKETERS AND CAMPAIGNS. BUT ITSHOULDNT BE STANDARD BY WHICH FACEBOOKAS A MARKETING PLATFORM IS EVALUATED”
  • 10. 65 % of business leaders believe that consumersfollow their brands because they want to be a part of a community. Only 25% of consumers agree. The top reason consumers follow a brand?
  • 11. 65 % of business leaders believe that consumersfollow their brands because they want to be a part of a community. Only 25% of consumers agree. The top reason consumers follow a brand?To get discounts – not exactly ideal for a company’s bottom line. IBM Institute for Business Value
  • 12. WHAT’S IN IT FOR ME?
  • 13. ONLY 23% OF CONSUMERS HAVE ARELATIONSHIP WITH A BRAND.IN THE TYPICAL CONSUMERS WORLD,RELATIONSHIPS ARE RESERVED FOR FRIENDS,FAMILY AND COLLEAGUES. Harvard Business Review Survey
  • 14. FOCUS ON THE 23% THAT CARE
  • 15. ENGAGING FOR THESAKE OF ENGAGING
  • 16. ^ START HAVING MOREMEANINGFUL CONVERSATIONS
  • 17. …that drive more value for your business
  • 18. …that drive more value for your business … that serve your product’s users
  • 19. …that drive more value for your business … that serve your product’s users … have a purpose to fulfill
  • 20. …that drive more value for your business … that serve your product’s users … have a purpose to fulfill &GO BEYOND MARKETING
  • 21. ^ FIVE C.H.I.L.L. WAYS TO STARTMEANINGFUL CONVERSATIONS
  • 22. CLOSE THE DEAL
  • 23. HELP THEM WHEN NEEDED
  • 24. INTRIGUE THEM OVER TIME
  • 25. LISTEN TO WHAT’S REALLY BEING SAID
  • 26. LINK THEM TOGHETHER
  • 27. THANKS