IT’S ONLYSOCIAL CRM!
SOCIAL CRM
THE PEAK OFINFLATED EXPECTATIONS
CUSTOMERRELATIONSHIPMANAGEMENT                               ≠    SOCIAL MEDIA                                    MANAGEME...
^KEEPCALM ANDCHILLOUT
Allowing to extend CRM programmes onto social platforms  Applying the principles of CRM to social media at scale          ...
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 SOMEMARKE...
65 % of business leaders believe that consumersfollow their brands because they want to be a part                  of a co...
65 % of business leaders believe that consumersfollow their brands because they want to be a part                  of a co...
WHAT’S IN IT FOR ME?
ONLY 23% OF CONSUMERS HAVE ARELATIONSHIP WITH A BRAND.IN THE TYPICAL CONSUMERS WORLD,RELATIONSHIPS ARE RESERVED FOR FRIEND...
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          ...
^    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
Chill out dude, it’s only Social CRM
Chill out dude, it’s only Social CRM
Chill out dude, it’s only Social CRM
Chill out dude, it’s only Social CRM
Chill out dude, it’s only Social CRM
Chill out dude, it’s only Social CRM
Chill out dude, it’s only Social CRM
Chill out dude, it’s only Social CRM
Chill out dude, it’s only Social CRM
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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

Published in: Business

Chill out dude, it’s only Social CRM

  1. 1. IT’S ONLYSOCIAL CRM!
  2. 2. SOCIAL CRM
  3. 3. THE PEAK OFINFLATED EXPECTATIONS
  4. 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. 5. ^KEEPCALM ANDCHILLOUT
  6. 6. Allowing to extend CRM programmes onto social platforms Applying the principles of CRM to social media at scale SOCIAL CRM
  7. 7. OPENING A WORLD OF NEW ENGAGEMENT POSSIBILITIES
  8. 8. ONLY 0.5% OF FANSFROM THE TOP 200 BRAND PAGES ON FACEBOOK ARE ENGAGING WITH THE BRAND
  9. 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. 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. 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. 12. WHAT’S IN IT FOR ME?
  13. 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. 14. FOCUS ON THE 23% THAT CARE
  15. 15. ENGAGING FOR THESAKE OF ENGAGING
  16. 16. ^ START HAVING MOREMEANINGFUL CONVERSATIONS
  17. 17. …that drive more value for your business
  18. 18. …that drive more value for your business … that serve your product’s users
  19. 19. …that drive more value for your business … that serve your product’s users … have a purpose to fulfill
  20. 20. …that drive more value for your business … that serve your product’s users … have a purpose to fulfill &GO BEYOND MARKETING
  21. 21. ^ FIVE C.H.I.L.L. WAYS TO STARTMEANINGFUL CONVERSATIONS
  22. 22. CLOSE THE DEAL
  23. 23. HELP THEM WHEN NEEDED
  24. 24. INTRIGUE THEM OVER TIME
  25. 25. LISTEN TO WHAT’S REALLY BEING SAID
  26. 26. LINK THEM TOGHETHER
  27. 27. THANKS
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