Social CRM - Xeesm/Edge! Introduction

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
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Xeesm/Edge!™Idea and conceptWhy we built Edge!(the philosophy / strategy part)

The buying – selling disconnect today (B2B)
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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.

http://heartatworkonline.org	28
http://www.slideshare.net	9
http://deswalsh.com	4

Social CRM - Xeesm/Edge! Introduction

by Xeesm on Apr 24, 2010

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