What Is Social CRM And How To Implement It
 

What Is Social CRM And How To Implement It

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Learn more about what social crm is and how you can implement it. By understanding social crm you can will be able to see the potential that this tool can give to your business regardless of the size ...

Learn more about what social crm is and how you can implement it. By understanding social crm you can will be able to see the potential that this tool can give to your business regardless of the size of it.

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What Is Social CRM And How To Implement It What Is Social CRM And How To Implement It Presentation Transcript

  • TFMA2013 - Smarter Marketing Sage CRM 1 Sage CRM Social CRM, what it is and how to implement it David Beard CRM Principal @talkcrm
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 2 The conversation belongs to the customer and you are joining in the conversation
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 3 “CRM is more than just a software application. It is a business solution for all customer-centric processes. It covers every interaction with customers across the entire business.” Sage Product Brochure
  • What is… CRM TFMA2013 - Sage CRM - Social CRM what it is and how to implement 4 – “is more than just a software application. It is a business solution for all customer-centric processes. It covers every interaction with customers across the entire business.” – “improves internal business processes, enables closer management of new and existing customer relationships, increases revenues and decreases inefficiencies and provides management with timely and reliable insight to guide decisions.” Sage Product Brochure
  • What is… Social Media TFMA2013 - Sage CRM - Social CRM what it is and how to implement 5 – “is a set of technologies and channels targeted at forming and enabling a potentially massive community of participants to productively collaborate” Anthony Bradley, Group Vice President, Gartner Research - January 2010
  • What is… Social CRM TFMA2013 - Sage CRM - Social CRM what it is and how to implement 6 – “is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment.” Paul Greenberg (2009)
  • World Map… Of Social Networks – June 2009 TFMA2013 - Sage CRM - Social CRM what it is and how to implement 7
  • Social Media… Explained TFMA2013 - Sage CRM - Social CRM what it is and how to implement 8
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 9 Social CRM Implementing to Support OUR Business Goals
  • We Use Social Media Because… TFMA2013 - Sage CRM - Social CRM what it is and how to implement 10 Managers “I am an opinion leader with a thorough knowledge of my industry. I want to raise awareness.” Customer Service “I want to help customers solve their problems” “I want to share tips and tricks with customers.” Sales “I want new tools to help me identify sales prospects and progress sales prospects Marketing Professionals “I need channels to place our content, and therefore build traffic.” “I want to know what the public is saying about us.”
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 11
  • Sage CRM Ecosystem TFMA2013 - Sage CRM - Social CRM what it is and how to implement 12
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 13
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 14 Ideas Hub Collaborate & Build a Better Sage CRM Join the Sage CRM Community today! Ideas Hub FAQ Guide Develop & implement Add to Roadmap Turning Ideas into Features 250 Ideas Submitted to Sage CRM Ideas Hub Feb 2011 – July 2012 Contact Us Do you recognise a good idea when you see one? We’d like to hear from you. Submit Like or Dislike Evaluate Popularity & Trends
  • Social Media Helps Cement… Partner & Customer Relations TFMA2013 - Sage CRM - Social CRM what it is and how to implement 15
  • Social Media Helps Cement… Partner & Customer Relations TFMA2013 - Sage CRM - Social CRM what it is and how to implement 16 •Twitter •LinkedIn •Facebook •Level 3 Support •Self Service Portal •Partners •Customers •Staff •www.sagecrm.com •Trials •Customers Cloud Community Social Media Support
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 17 Social CRM Implementing to Social Media in Software
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 18
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 19
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 20
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 21
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 22
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 23
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 24 Social CRM Implementing to Support YOUR Business Goals
  • Goal Setting… Your Needs Your needs determine the goals you set: – peer-to-peer customer support, – idea management, – market research, – product launch, – brand reputation management. Are you shaping the conversation? – Is your engagement leading to website visits? – Are you encouraging the conversations to take place within forums that you host? – How Reputation management? – Building an Authoritative and Trusted voice? – What is the Twitter Sentiment Around round your Brand/Company TFMA2013 - Sage CRM - Social CRM what it is and how to implement 25
  • Building… Social Relationships Your needs determine the goals you set: – The Rules – Listen – Share – Engage – The conversation belongs to the customer and you are joining in the conversation – But where does the conversation take place? TFMA2013 - Sage CRM - Social CRM what it is and how to implement 26
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 27 Social Media Tips Six Tips Based on our Work so Far
  • Our… Credentials – Social media is a major part of our marketing activity – We ran the first integrated social media campaign on LinkedIn – We run a blog, Twitter feed, Facebook group and YouTube channel – We monitor what‟s being said about us, where, when and by whom – We use web analytics to evaluate our performance – We integrate social media into our search strategy TFMA2013 - Sage CRM - Social CRM what it is and how to implement 28
  • Our… Assumptions – The marketing basics are already in place; – A defined marketing plan with clear, measurable objectives – Web analytics is set up (and used) – Search (natural and paid) activity running – A content plan for your website exists – The resource (people) is available to sustain any Social Media activity TFMA2013 - Sage CRM - Social CRM what it is and how to implement 29
  • Social Media… Tip 1 TFMA2013 - Sage CRM - Social CRM what it is and how to implement 30 Understand the activity on your own site before you do anything else. Define where you are and then you will then be able to benchmark the impact of any Social Media activity.
  • Social Media… Tip 2 TFMA2013 - Sage CRM - Social CRM what it is and how to implement 31 No one uses all offline media channels. Don‟t feel you need to use every Social Media channel either. Be selective. Choose the channel that already features conversations about your company or your area.
  • Social Media… Tip 3 TFMA2013 - Sage CRM - Social CRM what it is and how to implement 32 Are you using these channels personally? If you aren‟t familiar with them now is the time. Set up a Facebook profile, a Twitter feed or a LinkedIn profile. Get comfortable with it yourself. Then set up the official channels for your business.
  • Social Media… Tip 4 TFMA2013 - Sage CRM - Social CRM what it is and how to implement 33 Set up a series of basic guidelines for your people. What can they say, where, when and how? Empower your people to be able to react quickly without layers of „approval‟
  • Social Media… Tip 5 TFMA2013 - Sage CRM - Social CRM what it is and how to implement 34 As your level of engagement increases so will the level of resource required. At the highest levels it needs the support of the entire business. Define your level of engagement according to your ability to support it.
  • Social Media… Tip 6 TFMA2013 - Sage CRM - Social CRM what it is and how to implement 35 Are you adding value? Are you helping answer users queries or problems, pointing them to the right solution or providing insights they can use? If not you are not having a conversation – you are advertising
  • TFMA2013 - Sage CRM - Social CRM what it is and how to implement 36 See for yourself the difference that Sage CRM could make to your business www.sagecrm.com https://community.sagecrm.com/ Get Social with Sage CRM & stay up to date