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XeeSM/SRM General Introduction Nov/09
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XeeSM/SRM General Introduction Nov/09

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Introducing the first Social Relationship Management System (SRM). XeeSM/SRM helps users to focus on people, not networks and provides alignment between social media and business objectives.

Introducing the first Social Relationship Management System (SRM). XeeSM/SRM helps users to focus on people, not networks and provides alignment between social media and business objectives.

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  • Good opening session today. The presentations were great - appreciate sharing this one!
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  • Thanks for sharing the slides here, Axel. This was an excellent presentation. You set the bar for the week very high with your opening session! Looking forward to more all week.
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  • 1. IntroducingSocial Relationship Management by
  • 2. Agenda
    Lead development history as a barometer for our changing business climate
    Business processes alignment with changes in the market
    The need for social relationship management
    Introducing XeeSM/SRM
    Social Relationship Management
    in Sales
    in Product Management
    in Marketing
    in Support
    In HR
    Business model & SRM 2015
  • 3. Lead Development History
    Marketing heavily stimulated sales lead development over the last 50 years
    But the customer education & buying has rapidly changed in the last 5 years
    Leads was the beginning of the “Educated Purchase Decision” – not any longer
    + Internet reg. pages
    + TV commercials
    + Tradeshows
    + Bill boards
    News paper
  • 4. Sales process change
    The customer education process changed the sales process – it’s now customer dominated
  • 5. Peer influence & Recommendations
    In the 80’s advertising was the most stimulating activity to buy, followed by calls, visits and follow-up sales activities
    Today it is peer information followed by recommendations.
    80% of purchase decisions are based on recommendations
    Sales organizations need to understand the recommendation flow. Marketing organizations need to become part of the action. Product design need to listen to the publicly available customer expressions. Support need to be integrated in the customer discussion process
  • 6. The need for Social Relationship Management
    Our Marketing, Sales, Support, Service, Product Management, Product Design departments need to be where our current and future customers are
    They – like we ourselves – are in LinkedIn, Facebook, MySpace, Twitter, SlideShare, Yahoo Groups, YouTube, Flickr…
    But we can’t say “everybody tweets” – hey lets all go on Facebook…
    The social web is a maize of people, connections and conversations
    We need tools to focus, align, measure, model and tune our engagement – like we always did since trade began 3,000 B.C.
  • 7. Social Relationship Management
    We need to have a tool that helps us focus on our business objectives – while we develop a social relationship with our relevant customers, prospects and partners
    We need a tool that helps us focus on
    PEOPLE – not networks
    CONTRIBUTING – not promoting
    OBJECTIVES – not random chats
  • 8. XeeSM/SRMSocial Relationship Management
  • 9. The new objectives in a more social business
    Listening to customers not only in a 1:1 conversation but always and anywhere
    Building products they want – not products we HOPE they buy
    Catering to their buying process – not our old sales process
    Providing support they need – not support we expect them to use
    Making customers to advocates not a percentage of a customer satisfaction statistic
  • 10. What would it look like?
    A list of all my customers and their places
    A way to simply access them from one consol
    Remember where I have been and how often
    Tells me where I need to act
    Reminds me what I did
    Helps me managing objectives even so the vary from project to project
    I can manage as an individual, but also share with a team and even with external partners or the customers themselves
    Something SUPER EASY TO USE
  • 11. The free XeeSM
    (3) Use your dashboard to monitor notes and track your progress, benchmarks and reports
    (1) Approachability is thefirst step to more business
    (2) Create a list of relevant people to focus on.Remember: It’s people – not networks!
  • 12. Creating a business caseXeeSM F l i g h t
  • 13. Create and onboard a flight – share it with others
  • 14. SRM for Sales Managers
  • 15. The selling and buying disconnect
    The way most companies sell today:
    Buy contact lists, do mail shots
    From small Google ads to bill boards
    Augment lead generation with cold calls
    Qualify, engage, try selling …
    Compete harder then ever – lower profits than ever
    The lead flow dried out
    Businesses are dependent on “accidental” purchases
    Businesses have zero participation in the recommendation process
    The way most people buy today
    You read blogs
    You check forums or online groups
    You get some feedback in Twitter or other tools
    You ask friends in your social network
    When you are “ready to buy” your brand and product decision is pretty much set in stone
    Most of us ignore advertising
    Most of us hate cold calls
    Most of us through mail in the waste basket
    Most of us have spam filters
    Most of us have changes
  • 16. Social Relationship Management for Sales
    Create a “FLIGHT” for a specific project, campaign, initiative – you may share it with others
    Setup up to 5 sales objectives that indicates success in your network like: a meeting, an introduction, joining a group or community, an endorsement, a sale…
    Add all prospects, customers to the FLIGHT
    Visit them frequently, review their blogs, answer questions, introduce them to others, create a valuable dialog
    Check of fulfilled objectives for each person
  • 17. Telesales versus Social Sales
    The top telesales people can dial 100 people per day connect with 10 and get some success with 3
    The top social sales people are able to touch about 200 people per day connect with 50 and get some success with 15
    That’s a 2x increase in reach and a 5x increase in productivity
  • 18. Social Relationship Management Demo
    09:15 AM (PST)
    How can XeeSM/SRM assist to turn a telesales team into a social sales team?
    Setting up a sales flight, objectives and helping a team to engage with customers and prospects
    Social selling – like any selling – has it’s own set of dynamics, KPIs, goals and objectives.
    How to leverage XeeSM/SRM to engage and execute a successful sales strategy in the new era?
  • 19. SRM for Product Managers
  • 20. Traditional Launch versus “Social Launch”
    Product launches are expensive, risky and time consuming. It is hard to penetrate a global market with limited budgets and resources.
    A social media based launch offers a new way of bringing a product into the market through customer leverage and advocacy.
  • 21. Social Relationship Management for Product Launches
    Create a “FLIGHT” for a specific product launch – you may share it with others
    Define up to 5 objectives you like to keep track of. Like have users blog about their experience, join your community, talk about their feature requests…
    Add all advocates, influencer, key customers and important user to the FLIGHT
    Visit them frequently, review their blogs, comment and ask to blog about the new product, make introductions…
    Check of fulfilled objectives for each person
    Create a buzz by fueling your network with ideas, support and loyalty
  • 22. Social Relationship Management Demo
    08:30 AM (PST)
    What can XeeSM/SRM do to help Product Managers get closer to the market?
    Setting up a PM flight, objectives and helping a PM team to listen, learn and engage.
    Using SRM for financial impact:
    reduction of product design cost
    reducing the risk of product flops
    increasing the product launch power
    Co-Creation with XeeSM/SRM.
  • 23. SRM for Marketing Managers
  • 24. Contact database vs. social network
    It’s ever harder to get sponsorship support
    More difficult to stay in touch with press, blogger and other influencer
    Keeping a relationship with alliances, service provider event venues agencies
    And each campaign requires a different and new team composition
    Every campaign, every program, every initiative requires a set of “good friends” and with growing importance some influential customers who help pull this off
    It is not so much about the list of contacts and their addresses but an easy way to get in touch
  • 25. Social Relationship Management for Marketing
    Create a “FLIGHT” for a specific initiative like a sponsorship or campaign
    Setup up to 5 relationship objectives you like to achieve together with your network
    Add the relevant people to the FLIGHT
    Visit them frequently, read and comment on their blogs, re-tweet news, socialize and learn how you can help them…
    Keep the blogger happy by re-tweeting their content, commenting on their posts
    Check of fulfilled objectives for each person
  • 26. Social Relationship Management Demo
    09:00 AM (PST)
    Social media based marketing is all about orchestrating relationships
    How can XeeSM/SRM help marketing teams to navigate their own (marketing) relationships as well as the relevant connections for their business organization?
    Marketing gets a new, cross functional role: Listen, learn and influence a market through all departments using XeeSM flights.
    From setup to execution.
  • 27. SRM for HR Managers
  • 28. CV reviews versus social checks
    45% of all hiring managers review a candidates social graph. Looking at LinkedIn profiles, trying to find a candidate on Twitter, Facebook, YouTube is very time consuming – the search process alone may require up to 30 minutes per candidate
    Requesting a candidate to provide their XeeSM (which they can setup in minutes for free) eradicates that search almost entirely.
    Added value: The XeeSM FLIGHT can be easily shared between recruiter and hiring manager
  • 29. Social Relationship Management for HR
    Create a “FLIGHT” for each job you have to fill – you may share it with others
    Setup up to 5 main skills or attributes a candidate must match
    Add all applicants to the FLIGHT
    Review their social presence, social skills, communication skills, how they expose their subject matter expertise…
    Check of matches with your required skill sets
    Distill matching candidates to the short list and invite them to an interview
  • 30. Social Relationship Management Demo
    09:00 AM (PST)
    45% of the top recruiter and hiring managers check their candidates social graph
    What can a candidate do to make it more attractive
    How can XeeSM/SRM assist to make it easier to find the best talents?
    How can a hiring manager and recruiter collaborate through a XeeSM flight?
    What objectives should be set?
  • 31. Social Relationship Management
    We need to have a tool that helps us focus on our business objectives – while we develop a social relationship with our relevant customers, prospects and partners
    We need a tool that helps us focus on
    PEOPLE – not networks
    CONTRIBUTING – not promoting
    OBJECTIVES – not random chats
  • 32. My company is not ready for that
    We have no budget
    We have no resources
    We have no plan
    We just don’t know…
    Just start using XeeSM/SRM on your own
    Add 30-50 of your most relevant contacts
    Visit their social presence once every other day
    Connect, care, comment, listen and learn
    The rest comes just by itself
  • 33. XeeSM/SRM Best Practices Webinar
    Agenda:* Setup tips for the XeeSM profile* Best ways to promote your XeeSM* Using XeeSM with Google* Creating some favorites
    * The XeeSM Dash Board* Creating Flights, setting objectives* Best practices setting objectives* On-boarding people into a flight* Focusing on the relationship - not administration* Best practices on following up with objectives* Share a flight with your team* Share a flight with your customers
    Target audience:Business managers with larger social networks
    Date / Time:December 2, 9:00 am (PST)
    Cost:No charge
  • 34. Business Model
  • 35. Target audience
    Small businesses
    Consultants, agencies, local service provider
    Relationship management (XeeSM/SRM PRO)
    Mid enterprise
    Manufacturer, service provider
    Inside sales team (XeeSM/SRM Team)
    Product teams (XeeSM/SRM PRO or Team)
    Marketing teams (XeeSM/SRM PRO or Team)
    Corporate customers
    Departmental social media engagement
    Sales organizations (XeeSM/SRM Corp)
    Marketing organization (XeeSM/SRM Corp)
    Customer service teams (XeeSM/SRM Corp)
    HR department (XeeSM/SRM Corp)
  • 36. Joining the XeeSM/SRM Beta
    Beta Profile
    Have your XeeSM on Twitter/FB/LI profile
    Have more than 100 hits on your XeeSM
    Member of the LinkedIn SRM group and Facebook page
    Have a business case how you will use XeeSM
    Blog, tweet and share your impressions
    You will find an invitation on your profile
    What’s in for you?
    Free license of XeeSM/SRM team until Jan 1 2011
    You will get an additional 20 invite keys to XeeSM/SRM team – also free use until 1/1/11
  • 37. XeeSM/SRM – license based pricing model
    XeeSM/SRM PRO $7.95/user/month
    XeeSM/SRM Team $19.95/user/month
    30 day free trial
    API for external developer (Q1/2010)
  • 38. Social Media 2015
    Large companies (1,000+ employees) can’t just say "Hey everybody goes on Twitter" or "People our new strategy is Facebook“
    2010 Will be the year of social media strategy investment. By 2012 the fortune 5,000 businesses will have a social media strategy implemented
    By 2014 50% of the larger and smaller businesses will follow
    But by 2015 60% of the large enterprises will have not only a social media presence, but also a strategy and a rolled out initiative that has business objectives, embeds a customer experience model, KPIs and all the other aspects of a well laid out business strategy.
  • 39. Feedback – Q+A
    Q + A
  • 40. ThankYou
    (650) 384-0057
    © 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.xeequa.com
  • 41. About
    Xeequa is a social media software provider, helping businesses create a better business experience for their customers, prospects and partners.
    The company’s new flagship product is the Social Relationship Manager XeeSM. Xeequa is also maker of the free URL shortenerXeeURL and a white label community server.
    The online services (SaaS) are subscription based, suitable for individual business managers, independent teams or corporate organizations.
    The privately held company is based in Palo Alto, California.