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Just What is Social CRM?
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Just What is Social CRM?

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    Just What is Social CRM? Just What is Social CRM? Presentation Transcript

    • SocialCRM[Spreading your influence beyond traditional CRM][add logos]
    • What will we talkabout today?
    • Four ways to increase yourinfluence and outreach1. Map a 360 degree view of your constituents2. Integrate your CRM and social media universes3. Segment and Score constituents4. Track and monitor the conversation
    • Why are you here?• Organization Name• Your role• Do you have a CRM?• Where is the conversation happening?• Do you have a social media strategy?
    • What makes aCRM “Social?”
    • .. It’s the organizations [programmatic] response to theconstituent’s ownership of the conversation.-Paul Greenberg
    • Map:Get a 360 degreeview of yoursupporters
    • Who are mypeople andwhat do I knowabout them?SupportersAdvocatesBloggersDonorsBeneficiaries
    • Enriched Social Media Profiles• Social Media Influencers o Example: Attentive.ly shows Klout score (screenshot)• Fundraising o Know more when you pick up the phone o Track what donors are saying online  Screenshot: Salsa donation page => Group in Salsa  Screenshot: Attentive.ly trending topics, just showing donors• Media o Know when bloggers and journalists mention one of
    • How do they engage with us?• Petitions..
    • •Newletters..
    • OnlineDonations..
    • Integrate:your CRM andSocial MediaUniverses
    • 1) Convertingfrom SocialMedia TO CRMthrough mergefields
    • TellEnable organic sharing:your friends, please..
    • Appending social media onto ourCRM data + =
    • Segment:Know and speakto your audienceappropriately
    • Segmentation Variables• Scoring (CRM algorithm, Klout, etc)• Geography• Source• Behavior o Actions taken o Donation history (frequency, amount, etc) o Events (attended, organized) o Email Stats (opens, clicks, etc)• Interests• Keywords
    • Geographic and Behavioral Queries
    • Monitor Key List Segments =>
    • How can we score our supporters?• Klout scores• Total social media followers• Blog traffic• Number of networks• Total posts• CRM Scoring• Donations• Event attendance• Volunteer hours
    • Keyword Segmentation
    • Multi-Variable Segments
    • Track andMonitor your success
    • What should we track?• Keywords and themes that trend as a result of our campaigns• Source and tracking codes (where did people come to us from?)• What are our high-score, key influencers talking about?
    • Track Results in Multiple Places
    • Takeaways
    • Growing your sphere of influence