Social CRM - Xeesm/Edge! Introduction


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Social CRM, It’s a philosophy, it’s a strategy – now a product

Social customer engagement from lead generation to closure and way beyond
Social selling techniques and social CRM technology constitute this new solution. But be warned – this is not a refried version of CRM. This is an all new product developed from ground up for sales engagement in the new world. If you are looking for a new address database with your old 7 step sales process – this would be the wrong place. Expect a system that is as different as CRM was back in the days when it was introduced.

Speaker: Axel Schultze, CEO Xeequa Corp,


The Idea and concept of Xeesm/Edge!
Sales objective setting and sales process alignment
Lead generation with Xeesm/Flights!
Prospect nurturing in this new environment
Progress monitoring – sales process management with Xeesm/Edge!
Collaboration with teams, partners AND customers – all in one system
Flight completion – sales closure – long term customer development
Forecasting 2.0 – (fasten your seat belts)
Integration – Processes & Data

Sales managers, buying customers, channel partners

Published in: Business
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Social CRM - Xeesm/Edge! Introduction

  1. 1. Introducing Xeesm/Edge!Social Relationship ManagementSocial CRM<br />Axel Schultze<br /><br />
  2. 2. Xeesm Company Overview<br />Social Business Applications<br />Target Audience:<br />Agile 5,000<br />Highly agile, leading edge SMB companies.<br />Open minded, success oriented people with a natural tendency to networking<br />Xeesm is a product of Xeequa Corp.<br />Founded in 2007<br />Palo Alto, CA<br />Privately held<br />
  3. 3. sCRM from Philosophy, Strategy to a Product<br />X<br />
  4. 4. Xeesm/Edge!™Idea and conceptWhy we built Edge!(the philosophy / strategy part)<br />
  5. 5. The buying – selling disconnect today (B2B)<br />//<br />//<br />//<br />//<br />Sales processes need to be realigned<br />CRM systems fail to support sales teams in the new reality<br />
  6. 6. Professional Use Of The Social Web<br />We need to connect with our target audience<br />We need to “professionally listen”<br />We need to know what is on top of their mind<br />We need to find the perfect moment to engage<br />We need to leverage our advocates<br />We need to socialize <br />We need to understand the much broader scope of engagement, a new tool set and align it with our objectives<br />A very early approach:<br />
  7. 7. Sales Needs ABreak Through Process<br />
  8. 8. Buying and selling 2010 (B2B)<br />A similar realignment need to happen in B2C business<br />
  9. 9. Turning this into a manageable process <br />
  10. 10. Prepare – Think - Engage<br />Prepare<br />Identify your top targets, prospects, clients<br />Go to LinkedIn and look for relevant names<br />Enter people / profiles into Xeesm/Edge!<br />Think<br />Check if any of your friends can make an introduction<br />Setup Google Alerts<br />Define objectives<br />Engage<br />Visit your contacts daily / twice a week<br />Listen, comment, respond<br />Know when to act<br />
  11. 11. Creating a lead generation flight / setup an oppty<br />Start (Objective 1)Listen and learn<br />Touch (Objective 2)Comment and respond<br />Milestone (Objective 3)Connect with the person<br />Engage (Objective 4)Socialize<br />Goal (Objective 5) Arrange for an appointment<br />Estimate 10 days to develop a relationship<br />
  12. 12. Your Customer Engagement Process<br />
  13. 13. Engagement and Socializing<br />
  14. 14. A high speed, a high reach sales model<br />‘Social’ does NOT mean slow moving, time consuming<br />Social selling is actually a FAST, HIGH REACH sales model (if done right)<br />Inside Sales<br />Reach up to 250 contacts a day<br />Get 30% response rate <br />Field Sales<br />‘Visit” 50 people a day<br />Have 30 meaningful dialogs<br />Add online to the mix of Phone & F2F<br />
  15. 15. Flights! + Edge! = sCRM<br />From entity focus to people focus<br />From cold calling to socializing<br />From cookie cutter sales processes to custom engagements<br />Relationship strength as new key performance indicator<br />From best guess forecasting to predictive models<br />
  16. 16. Keeping track of notes<br />The notes you leave within a flight are available on your dashboard<br />It shows time and source i.e via contacts or the Flight Name<br />Click on the person and you get to details and respond.<br />
  17. 17. Your customer engagement stream<br />Social engagement person by person<br />Day 1 review all sites<br />Day 2 listen / read several posts<br />Day 3 chiming in the conversation<br />Day 4 commenting on relevant blogs<br />Day 5 commenting on a group question<br />Day 6 making an introduction to someone <br />Day 7 suggesting an interesting site or post<br />Day 8 invitation to your own group<br />Day 9 Have a conversation over the phone<br />Day 10 Bring others to the conversation<br />Do care – but do not sell<br />Be social first – the selling comes at the end<br />
  18. 18. The conversation age<br />Bottom line:Customers are in the process of redefining how they want to talk with you. - Louis Columbus (2008)<br />
  19. 19. A tectonic shift in architecture<br />
  20. 20. ReportingForecasting 2.0<br />
  21. 21. Predictive Model Based Forecast<br />Three core attributes<br />Relationship strength<br />Sales Process evolution<br />Team Experience (Best educated guess)<br />Algorithm<br />Relationship strength dominates<br />Sales process guides<br />Experience influences<br />Your forecast is no longer dependent on the judgment only<br />More inputs<br />Higher accuracy<br />
  22. 22. Reporting<br />Contact sources<br />Opportunity Volume / month<br />No. of opportunities<br />
  23. 23. Reporting on your dashboard<br />You see how often you visited your connections<br />You see the number of notes you made – number of connections you had<br />And you see how many Flight Objectives you completed<br />In the FlightPlan you see Flight Completion<br />
  24. 24. Application Management<br />
  25. 25. Managing Xeesm Applications<br />Sharing<br />Share with team mates<br />Share with advocates<br />Share it with partners<br />Share it with customers<br />Export<br />Into CSV file<br />Integration (Q3)<br />Webservice API<br />Contact information<br />Social Graph<br />Flight Progress<br />Opportunity status<br />…<br />
  26. 26. What Xeesm stands for<br />Xeesm provides social business applications that help you to professionally leverage places like LinkedIn, Facebook, Twitter, YouTube, SlideShare, PlanCast, Meetup…<br />Business teams need new tools navigating all those destinations, events, activitiesIt is the new way of “visiting” clients<br />Xeesm is a social business application platform helping business teams in all departments to build a better customer experience.<br />
  27. 27. Where do you go from here?<br />Create a free Xeesm account -<br />Install Flights™ (free version)<br />Upload your contacts<br />Add their respective social locations<br />Socialize<br />Start Monday morning <br />Use it 20 minutes a day<br />Review your progress next Friday <br />Add Edge! To your apps next week<br />Let us or any of our partner help you<br />
  28. 28. Pricing model, options, customization<br />Xeesm/Flights!<br />Free<br />$20/user/month (Business Edition)<br />Xeesm/Edge!<br />Free<br />$40/user/month (Business Edition)<br />Service options<br />You run it all yourself<br />It’s easy enough<br />We help you implement and roll it out<br />$3,500 complete package <br />3 Month full support, whatever it takes<br />Customization<br />Program structure, rules engine…<br />
  29. 29. Feedback – Q+A<br />Q + A<br />
  30. 30. Thank You<br />(650) 384-0057<br /><br /><br />Please comment on our Facebook page, LinkedIn Group or Blog or tweet about your thoughts<br />© 2009 Xeequa Corp. All rights reserved. Xeesm™, Xeequa™, and the Xeequa logo are either trademarks or registered trademarks of Xeequa Corp. All other company names and product names may be trademarks or registered trademarks of their respective companies or owners.<br />All materials contained herein are the property of each respective company identified on such materials, and may only be used, copied or distributed with the express written permission of each respective company.<br />Xeequa Corp. | 228 Hamilton Ave. | Palo Alto, CA 94301 | (650) 384-0057 | |<br />
  31. 31. About<br /> Xeesm is a brand of Xeequa Corp. Xeequa is a social business application provider helping business teams to create a better customer experience for their market.<br /> Xeequa solutions are delivered as Internet based software service (SaaS), focusing on small medium enterprises. Xeequa has representation in the US, Europe, Asia and Australia. More info on http://xeesm.com and http://xeequa.comor +1 (650) 384-0057.<br /> The privately held company is based in Palo Alto, California.<br />
  32. 32. Why is Xeesm particularly strategic?<br />Before you start social media monitoring you probably want to know what you actually do with the information.<br />Before you run any fancy Fan Page and have some cool initiatives you probably want to have a plan how to actually engage.<br />Before you invest in social media marketing, you probably want to have a plan how your sales team is processing the opportunities<br />Xeesm is the only tool in the market that helps to follow a process, shows progress and allows to consolidate reports from teams<br />
  33. 33. A few examples<br />WholeFoods (B2C)Grew during the recession despite the fact that it is a more expensive shop<br />Zappos (B2C)Grew from $500MM to $1B from 2006 – 2009 – selling shoes online<br />Comcast (B2X)Turned a mediocre and controversially discussed brand to a well respected company<br />Cisco (B2B)Bypassed any competitor, invested in new media while others filed chapter 11, got bought.<br />