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B2B Social CRM

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I facilitated this session at the Dynamics CRM User Group Conference in LAs Vegas - Nov 2011

I facilitated this session at the Dynamics CRM User Group Conference in LAs Vegas - Nov 2011

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  • Social Media is changing the way we manage relationships (personal & business level)

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  • 1. Building B to B Social CRM Strategies Rick McCutcheon CRMUG® Summit 2011 November 8-11 Caesars Palace – Las Vegas, NV
  • 2. About Rick McCutcheon Since 1991 he has been a leading strategist, speaker and writer on CRM and Sales Development Recent publication: Sales Gurus Speak Out with chapter titled “Power Up Your Sales with Technology” CRM & Sales Process Consultancy Practice based on the Full Contact Selling (FCS) Methodology Facilitates Sales Productivity and CRM User Adoption Seminars, Webinars and Keynote Speeches for Microsoft, Dynamics CRM UG Community, CPSA and other leading Associations and Corporations. Full Contact Selling Blog is currently featured on the Microsoft Dynamics Community Website CRMUG Summit 2011– Las Vegas www.crmug.com
  • 3. The Promise of CRMCRM is the business philosophy that lets you know your customers, prospects and partners better, share information more thoroughly, and interact more completely. This is achieved by creating a system that integrates people, process, and technology. CRMUG Summit 2011– Las Vegas www.crmug.com
  • 4. The Promise of CRMCRM is the business philosophy that lets you know your customers, prospects and partners better, share information more thoroughly, and interact more completely. This is achieved by creating a system that integrates people, process, and CRM Technology. CRM is Forever! CRMUG Summit 2011– Las Vegas www.crmug.com
  • 5. ROI on CRMThe ownership of well managedcustomer andprospect datawill become apriceless asset. CRMUG Summit 2011– Las Vegas www.crmug.com
  • 6. What is Social CRM ? CRMUG Summit 2011– Las Vegas www.crmug.com
  • 7. The „Social Customer‟ wantsto be Engaged not Managed! What‟s the difference between Engaging vs. Managing a customer ? CRMUG Summit 2011– Las Vegas www.crmug.com
  • 8. 2009: Social Networking Surpasses Email CRMUG Summit 2011– Las Vegas www.crmug.com
  • 9. CRMUG Summit 2011– Las Vegas www.crmug.com
  • 10. CRM – Business Process Alignment Customer Life Cycle – Pre 1995 CRMUG Summit 2011– Las Vegas www.crmug.com
  • 11. CRM – Business Process Alignment Customer Life Cycle 1995-2006 CRMUG Summit 2011– Las Vegas www.crmug.com
  • 12. CRM – Business Process Alignment Customer Life Cycle – Today’s Buying Process CRMUG Summit 2011– Las Vegas www.crmug.com
  • 13. CRM – Business Process Alignment CRMUG Summit 2011– Las Vegas www.crmug.com
  • 14. CRM – Business Process Alignment CRMUG Summit 2011– Las Vegas www.crmug.com
  • 15. What is LinkedinLinkedIn is a networking site designed specifically for the business community.Tagged „social media‟ the platform is the largest site of its kind in North America and has about 60 million registered users world wide, in 228 countries. CRMUG Summit 2011– Las Vegas www.crmug.com
  • 16. Who uses LinkedIn As of August 4, 2011, LinkedIn operates the world‟s largest professional network on the Internet with more than 120 million members in over 200 countries and territories. More than half of LinkedIn members are currently located outside of the United States. There were nearly two billion people searches on LinkedIn in 2010 More than 2 million companies have LinkedIn Company Pages (Source:LinkedIn) CRMUG Summit 2011– Las Vegas www.crmug.com
  • 17. Networking Contact management Researching contacts of your contacts Events Groups Community introductions CRMUG Summit 2011– Las Vegas www.crmug.com
  • 18. Marketing Share information Alert contacts about events Promote services Provide information on new products Provide consumer education Prove your expertise by what you provide with your profile CRMUG Summit 2011– Las Vegas www.crmug.com
  • 19. CRM – Business Process Alignment Social CRM Keep Warm Strategy CRMUG Summit 2011– Las Vegas www.crmug.com
  • 20. Getting CRMUGCopyright 2010 FullContactSelling.com Summit 2011– Las Vegas www.crmug.com
  • 21. “When Selling becomes a process, you take care of most of your sales problems.” RickM@FullContactSelling.com (800) 480-5762 x 200 CRMUG Summit 2011– Las Vegas www.crmug.com