CRM has gone Social
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CRM has gone Social

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Customer Relationship Management has gone Social. But what is Social CRM exactly? Find out what it is through examples and how you can embrace it....

Customer Relationship Management has gone Social. But what is Social CRM exactly? Find out what it is through examples and how you can embrace it.
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  • Source: http://www.oracle.com/us/products/applications/siebel/036062.pdf
  • “By 2010 more than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value. Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be thebiggest cause of failure.” Gartner Group
  • ~ Gartner Group
  • Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be thebiggest cause of failure.”
  • http://www.dailymail.co.uk/news/article-1220989/Twitter-twits-But-biggest-celebrity-twitterers-internet.html
  • CRM 1.0 vs. CRM 2.0 - http://www.slideshare.net/fhcipriani/social-crm-presentation-761225Engagement Console - http://www.youtube.com/watch?v=aqpfhQWx8FI&feature=player_embeddedFrom Social Media to Social CRM - ftp://public.dhe.ibm.com/common/ssi/ecm/en/gbe03391usen/GBE03391USEN.PDFGuide to Social Landscape http://www.cmo.com/social-media/2011-cmos-guide-social-landscapeSocial CRM by Paul Greenberg - http://www.oracle.com/us/products/applications/siebel/036062.pdfSocial CRM Building Blocks - http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/Applying-the-Eight-Building-Blocks-of-CRM-to-Social-Media-74541.aspxSocial CRM Goes Mainstream – http://www.forrester.com/rb/Research/topic_overview_social_crm_goes_mainstream/q/id/55884/t/2?action=5Social CRM Process - http://www.slideshare.net/JacobMorgan8/social-crm-presentation-at-new-comm-forumSocial CRM Use Cases - http://www.slideshare.net/jeremiah_owyang/social-crm-the-new-rules-of-relationship-managementSocial CRM What is in it for you - http://www.slideshare.net/rickmans/social-media-social-crm-what-is-in-it-for-youSocial Media Check up 2010 - http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paperSocial Media for Business- http://www.slideshare.net/PresentationAdvisors/social-media-for-business-5456817

CRM has gone Social CRM has gone Social Presentation Transcript

  • Customer
  • Relationship
  • Management
  • has gone Social.
  • But what is Social CRM exactly?
  • Paul Greenberg (a CRM expert and writer) told me that
    Source: http://www.oracle.com/us/products/applications/siebel/036062.pdf
  • “Social CRM is a philosophy and a business strategy
  • supported by a technology platform
  • business rules, workflow, process
  • and social characteristics
  • designed to engage the customer in a collaborative conversation
  • in order to provide mutually beneficial value
  • in a trusted and transparent business environment.
  • Social CRM is the company's response
  • to customers ownership of the conversation.”
  • So what?
  • Show me the money or I’ll shoot you right here!
  • Dell generated $6.5 millionin sales from Twitter in 2009.
    Source: http://mashable.com/2009/12/08/dell-twitter-sales/
  • Dell also got 15.458 ideas from their customers for free
    Source: http://www.ideastorm.com/
  • from which it implemented 433.
  • You’ll have to do better than that!
  • 65% of Fortune 500 companies tweet
    Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper
  • and so do I.
  • 54% of Fortune 500 companies Like Facebook
    Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper
  • and so do I.
  • 50% of Fortune 500 companies play Youtube
    Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper
  • and so do I.
  • 33% of Fortune 500 companies blog
    Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper
  • Been there, done that.
  • What are you waiting for?
  • Go!
  • But where?
  • This way!
  • Get it right or “you will fail... eroding customer value”.
    Source: Gartner
  • How may I start? I know I can do this.
  • Define your social business strategy first.
  • Yes, a social business strategy believe it or not.
    Source: http://www.flickr.com/photos/gauravonomics/4021981618/sizes/o/in/photostream/
  • Then listen
  • with the proper “headset”
  • (it doesn’t have to be expensive)
  • and learn about your audience.
  • Choose the right tools
    Source: http://www.appsheriff.com/wp-content/uploads/2009/10/fb-vs-twitter.jpg
  • to engage with your audience
    Source: http://www.theconversationprism.com/
  • and achieve your goals.
    Source: http://www.independent.co.uk/news/world/americas/facebook-provides-shop-window-for-ny-sex-workers-2213131.htm
  • Define your social CRM processes and guidelines.
    http:SouS//Source: http://laurelpapworth.com/enterprise-list-of-40-social-media-staff-guidelines/
    Get it right.
    Get it right.
  • To support or not to support? That is the game and EA “it’s in the game”.
  • Bring the best people on board.
  • @You are the chosen one because you have the right skills and training!
  • Start engaging your audience by asking questions on Facebook
  • and by twiting new products or promotions.
  • One tweet here, one tweet there, tweet tweet tweet...
    Source: http://www.dailymail.co.uk/news/article-1220989/Twitter-twits-But-biggest-celebrity-twitterers-internet.html
  • Everywhere?
    Source: http://laughingsquid.com/groom-updates-facebook-twitter-at-the-alter-while-getting-married/
  • Try not to step over the line or should I say over the bed...
    Source: http://mashable.com/2009/12/12/twitter-bed-sex/
  • Remember to be relevant.
  • Today you were relevant for (like) 888 people.
  • Be local. Be mobile. Don’t be a square. Be a foursquare.
    Source: http://www.penn-olson.com/2010/05/04/foursquare-marketing-tips/
  • Be prepared to face backlashes. “Houston, we have a” Gap.
    Source: http://mashable.com/2010/10/11/gap-logo/
  • Monitor
  • everything you can and beyond.
    Source: http://davefleet.com/wp-content/uploads/2010/03/radian6.jpg
  • When sh*t happens
  • be helpful and fast to react.
  • Summing up
  • Social CRM “gives you wings!” to engage with your audience.
  • You can make it your “heaven”
    Source: http://thesharath.com/2010/01/funny-social-network-internet-pictures-wtf/
  • or your own “hell”.
    Source: http://thesharath.com/2010/01/funny-social-network-internet-pictures-wtf/
  • It’s really up to you. Learn on. Start now!
    CRM 1.0 vs. CRM 2.0 http://goo.gl/oGyLz
    Engagement Console http://goo.gl/OKix7
    From Social Media to Social CRM http://goo.gl/3e28N
    Guide to Social Landscape http://goo.gl/uBhQA
    Social CRM by Paul Greenberg http://goo.gl/yEnxi
    Social CRM Building Blocks http://goo.gl/o7DgY
    Social CRM Goes Mainstream http://goo.gl/Wk2ok
    Social CRM Process http://goo.gl/7JPaO
    Social CRM Use Caseshttp://goo.gl/sU40V
    Social CRM What is in it for youhttp://goo.gl/EZDcY
    Social Media Check up 2010 http://goo.gl/EgGct
    Social Media for Business http://goo.gl/rfvst
  • Sergio Legrantsergiolegrant@gmail.com
    http://www.linkedin.com/in/sergiolegrant