Chill out dude, it’s only Social CRM

IT’S ONLYSOCIAL CRM!

SOCIAL CRM

THE PEAK OFINFLATED EXPECTATIONS

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

^KEEPCALM ANDCHILLOUT

Allowing to extend CRM programmes onto social platforms Applying the principles of CRM to social media at scale SOCIAL CRM

OPENING A WORLD OF NEW ENGAGEMENT POSSIBILITIES

ONLY 0.5% OF FANSFROM THE TOP 200 BRAND PAGES ON FACEBOOK ARE ENGAGING WITH THE BRAND

“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”

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?

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

WHAT’S IN IT FOR ME?

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

FOCUS ON THE 23% THAT CARE

ENGAGING FOR THESAKE OF ENGAGING

^ START HAVING MOREMEANINGFUL CONVERSATIONS

…that drive more value for your business

…that drive more value for your business … that serve your product’s users

…that drive more value for your business … that serve your product’s users … have a purpose to fulfill

…that drive more value for your business … that serve your product’s users … have a purpose to fulfill &GO BEYOND MARKETING

^ FIVE C.H.I.L.L. WAYS TO STARTMEANINGFUL CONVERSATIONS

CLOSE THE DEAL

HELP THEM WHEN NEEDED

INTRIGUE THEM OVER TIME

LISTEN TO WHAT’S REALLY BEING SAID

LINK THEM TOGHETHER

THANKS

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Chill out dude, it’s only Social CRM

by Nicolas Moerman on Mar 07, 2013

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Chill out dude, it’s only Social CRM Presentation Transcript