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Social CRM - Xeesm/Edge! Introduction
 

Social CRM - Xeesm/Edge! Introduction

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

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,

Agenda:

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

Audience:
Sales managers, buying customers, channel partners

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  • Upcoming Xeesm/Edge! sCRM best practices training

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    Social CRM - Xeesm/Edge! Introduction Social CRM - Xeesm/Edge! Introduction Presentation Transcript

    • Introducing Xeesm/Edge!Social Relationship ManagementSocial CRM
      Axel Schultze
      Xeesm.com/AxelS
    • Xeesm Company Overview
      Social Business Applications
      Target Audience:
      Agile 5,000
      Highly agile, leading edge SMB companies.
      Open minded, success oriented people with a natural tendency to networking
      Xeesm is a product of Xeequa Corp.
      Founded in 2007
      Palo Alto, CA
      Privately held
    • sCRM from Philosophy, Strategy to a Product
      X
    • Xeesm/Edge!™Idea and conceptWhy we built Edge!(the philosophy / strategy part)
    • The buying – selling disconnect today (B2B)
      //
      //
      //
      //
      Sales processes need to be realigned
      CRM systems fail to support sales teams in the new reality
    • Professional Use Of The Social Web
      We need to connect with our target audience
      We need to “professionally listen”
      We need to know what is on top of their mind
      We need to find the perfect moment to engage
      We need to leverage our advocates
      We need to socialize
      We need to understand the much broader scope of engagement, a new tool set and align it with our objectives
      A very early approach:
    • Sales Needs ABreak Through Process
    • Buying and selling 2010 (B2B)
      A similar realignment need to happen in B2C business
    • Turning this into a manageable process
    • Prepare – Think - Engage
      Prepare
      Identify your top targets, prospects, clients
      Go to LinkedIn and look for relevant names
      Enter people / profiles into Xeesm/Edge!
      Think
      Check if any of your friends can make an introduction
      Setup Google Alerts
      Define objectives
      Engage
      Visit your contacts daily / twice a week
      Listen, comment, respond
      Know when to act
    • Creating a lead generation flight / setup an oppty
      Start (Objective 1)Listen and learn
      Touch (Objective 2)Comment and respond
      Milestone (Objective 3)Connect with the person
      Engage (Objective 4)Socialize
      Goal (Objective 5) Arrange for an appointment
      Estimate 10 days to develop a relationship
    • Your Customer Engagement Process
    • Engagement and Socializing
    • A high speed, a high reach sales model
      ‘Social’ does NOT mean slow moving, time consuming
      Social selling is actually a FAST, HIGH REACH sales model (if done right)
      Inside Sales
      Reach up to 250 contacts a day
      Get 30% response rate
      Field Sales
      ‘Visit” 50 people a day
      Have 30 meaningful dialogs
      Add online to the mix of Phone & F2F
    • Flights! + Edge! = sCRM
      From entity focus to people focus
      From cold calling to socializing
      From cookie cutter sales processes to custom engagements
      Relationship strength as new key performance indicator
      From best guess forecasting to predictive models
    • Keeping track of notes
      The notes you leave within a flight are available on your dashboard
      It shows time and source i.e via contacts or the Flight Name
      Click on the person and you get to details and respond.
    • Your customer engagement stream
      Social engagement person by person
      Day 1 review all sites
      Day 2 listen / read several posts
      Day 3 chiming in the conversation
      Day 4 commenting on relevant blogs
      Day 5 commenting on a group question
      Day 6 making an introduction to someone
      Day 7 suggesting an interesting site or post
      Day 8 invitation to your own group
      Day 9 Have a conversation over the phone
      Day 10 Bring others to the conversation
      Do care – but do not sell
      Be social first – the selling comes at the end
    • The conversation age
      Bottom line:Customers are in the process of redefining how they want to talk with you. - Louis Columbus (2008)
    • A tectonic shift in architecture
    • ReportingForecasting 2.0
    • Predictive Model Based Forecast
      Three core attributes
      Relationship strength
      Sales Process evolution
      Team Experience (Best educated guess)
      Algorithm
      Relationship strength dominates
      Sales process guides
      Experience influences
      Your forecast is no longer dependent on the judgment only
      More inputs
      Higher accuracy
    • Reporting
      Contact sources
      Opportunity Volume / month
      No. of opportunities
    • Reporting on your dashboard
      You see how often you visited your connections
      You see the number of notes you made – number of connections you had
      And you see how many Flight Objectives you completed
      In the FlightPlan you see Flight Completion
    • Application Management
    • Managing Xeesm Applications
      Sharing
      Share with team mates
      Share with advocates
      Share it with partners
      Share it with customers
      Export
      Into CSV file
      Integration (Q3)
      Webservice API
      Contact information
      Social Graph
      Flight Progress
      Opportunity status

    • What Xeesm stands for
      Xeesm provides social business applications that help you to professionally leverage places like LinkedIn, Facebook, Twitter, YouTube, SlideShare, PlanCast, Meetup…
      Business teams need new tools navigating all those destinations, events, activitiesIt is the new way of “visiting” clients
      Xeesm is a social business application platform helping business teams in all departments to build a better customer experience.
    • Where do you go from here?
      Create a free Xeesm account - xeesm.com
      Install Flights™ (free version)
      Upload your contacts
      Add their respective social locations
      Socialize
      Start Monday morning
      Use it 20 minutes a day
      Review your progress next Friday
      Add Edge! To your apps next week
      Let us or any of our partner help you
    • Pricing model, options, customization
      Xeesm/Flights!
      Free
      $20/user/month (Business Edition)
      Xeesm/Edge!
      Free
      $40/user/month (Business Edition)
      Service options
      You run it all yourself
      It’s easy enough
      We help you implement and roll it out
      $3,500 complete package
      3 Month full support, whatever it takes
      Customization
      Program structure, rules engine…
    • Feedback – Q+A
      Q + A
    • Thank You
      (650) 384-0057
      http://xeesm.com
      Xeesm.com/Xeesm
      Please comment on our Facebook page, LinkedIn Group or Blog or tweet about your thoughts
      © 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.
      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.
      Xeequa Corp. | 228 Hamilton Ave. | Palo Alto, CA 94301 | (650) 384-0057 | Info@xeequa.com | www.xeesm.com
    • About
      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.
      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.comhttp://xeeurl.com and http://xeequa.comor +1 (650) 384-0057.
      The privately held company is based in Palo Alto, California.
    • Why is Xeesm particularly strategic?
      Before you start social media monitoring you probably want to know what you actually do with the information.
      Before you run any fancy Fan Page and have some cool initiatives you probably want to have a plan how to actually engage.
      Before you invest in social media marketing, you probably want to have a plan how your sales team is processing the opportunities
      Xeesm is the only tool in the market that helps to follow a process, shows progress and allows to consolidate reports from teams
    • A few examples
      WholeFoods (B2C)Grew during the recession despite the fact that it is a more expensive shop
      Zappos (B2C)Grew from $500MM to $1B from 2006 – 2009 – selling shoes online
      Comcast (B2X)Turned a mediocre and controversially discussed brand to a well respected company
      Cisco (B2B)Bypassed any competitor, invested in new media while others filed chapter 11, got bought.