CRMUG® Summit 2011
November 8-11
Caesars Palace – Las Vegas, NV
Building B to B Social CRM
Strategies
Rick McCutcheon
CRMUG Summit 2011– Las Vegas www.crmug.com
 Since 1991 he has been a leading strategist,
speaker and writer on CRM and Sa...
CRMUG Summit 2011– Las Vegas www.crmug.com
The Promise of CRM
CRM is the business philosophy that lets
you know your custo...
CRMUG Summit 2011– Las Vegas www.crmug.com
The Promise of CRM
CRM is the business philosophy that lets
you know your custo...
CRMUG Summit 2011– Las Vegas www.crmug.com
The ownership
of well
managed
customer and
prospect data
will become a
priceles...
CRMUG Summit 2011– Las Vegas www.crmug.com
What is Social CRM ?
CRMUG Summit 2011– Las Vegas www.crmug.com
The ‘Social Customer’ wants
to be Engaged not Managed!
What’s the difference
be...
CRMUG Summit 2011– Las Vegas www.crmug.com
2009: Social Networking Surpasses
Email
CRMUG Summit 2011– Las Vegas www.crmug.com
CRMUG Summit 2011– Las Vegas www.crmug.com
CRM – Business Process Alignment
Customer Life Cycle – Pre 1995
CRMUG Summit 2011– Las Vegas www.crmug.com
CRM – Business Process Alignment
Customer Life Cycle 1995-2006
CRMUG Summit 2011– Las Vegas www.crmug.com
CRM – Business Process Alignment
Customer Life Cycle – Today’s
Buying Process
CRMUG Summit 2011– Las Vegas www.crmug.com
CRM – Business Process Alignment
CRMUG Summit 2011– Las Vegas www.crmug.com
CRM – Business Process Alignment
CRMUG Summit 2011– Las Vegas www.crmug.com
LinkedIn is a networking site designed
specifically for the business community....
CRMUG Summit 2011– Las Vegas www.crmug.com
 As of August 4, 2011, LinkedIn operates the
world’s largest professional netw...
CRMUG Summit 2011– Las Vegas www.crmug.com
 Contact management
 Researching contacts of your
contacts
 Events
 Groups
...
CRMUG Summit 2011– Las Vegas www.crmug.com
 Share information
 Alert contacts about events
 Promote services
 Provide ...
CRMUG Summit 2011– Las Vegas www.crmug.com
Social CRM Keep Warm Strategy
CRM – Business Process Alignment
CRMUG Summit 2011– Las Vegas www.crmug.comCopyright 2010 FullContactSelling.com
Getting
CRMUG Summit 2011– Las Vegas www.crmug.com
“When Selling becomes a process, you
take care of most of your sales
problems.”...
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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

Published in: Business, Technology
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  • Social Media is changing the way we manage relationships (personal & business level)
  • Transcript of "B2B Social CRM"

    1. 1. CRMUG® Summit 2011 November 8-11 Caesars Palace – Las Vegas, NV Building B to B Social CRM Strategies Rick McCutcheon
    2. 2. CRMUG Summit 2011– Las Vegas www.crmug.com  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 About Rick McCutcheon
    3. 3. CRMUG Summit 2011– Las Vegas www.crmug.com The Promise of CRM CRM 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.
    4. 4. CRMUG Summit 2011– Las Vegas www.crmug.com The Promise of CRM CRM 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!
    5. 5. CRMUG Summit 2011– Las Vegas www.crmug.com The ownership of well managed customer and prospect data will become a priceless asset. ROI on CRM
    6. 6. CRMUG Summit 2011– Las Vegas www.crmug.com What is Social CRM ?
    7. 7. CRMUG Summit 2011– Las Vegas www.crmug.com The ‘Social Customer’ wants to be Engaged not Managed! What’s the difference between Engaging vs. Managing a customer ?
    8. 8. CRMUG Summit 2011– Las Vegas www.crmug.com 2009: Social Networking Surpasses Email
    9. 9. CRMUG Summit 2011– Las Vegas www.crmug.com
    10. 10. CRMUG Summit 2011– Las Vegas www.crmug.com CRM – Business Process Alignment Customer Life Cycle – Pre 1995
    11. 11. CRMUG Summit 2011– Las Vegas www.crmug.com CRM – Business Process Alignment Customer Life Cycle 1995-2006
    12. 12. CRMUG Summit 2011– Las Vegas www.crmug.com CRM – Business Process Alignment Customer Life Cycle – Today’s Buying Process
    13. 13. CRMUG Summit 2011– Las Vegas www.crmug.com CRM – Business Process Alignment
    14. 14. CRMUG Summit 2011– Las Vegas www.crmug.com CRM – Business Process Alignment
    15. 15. CRMUG Summit 2011– Las Vegas www.crmug.com LinkedIn 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. What is Linkedin
    16. 16. CRMUG Summit 2011– Las Vegas www.crmug.com  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) Who uses LinkedIn
    17. 17. CRMUG Summit 2011– Las Vegas www.crmug.com  Contact management  Researching contacts of your contacts  Events  Groups  Community introductions Networking
    18. 18. CRMUG Summit 2011– Las Vegas www.crmug.com  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 Marketing
    19. 19. CRMUG Summit 2011– Las Vegas www.crmug.com Social CRM Keep Warm Strategy CRM – Business Process Alignment
    20. 20. CRMUG Summit 2011– Las Vegas www.crmug.comCopyright 2010 FullContactSelling.com Getting
    21. 21. CRMUG Summit 2011– Las Vegas www.crmug.com “When Selling becomes a process, you take care of most of your sales problems.” RickM@FullContactSelling.com (800) 480-5762 x 200

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