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BITB -- Social CRM

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Andrew Bagley's presentation at agencyside's "Back in the Black" account team training.

Andrew Bagley's presentation at agencyside's "Back in the Black" account team training.

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  • http://blog.junta42.com/2010/12/the-best-content-marketing-predictions-for-2011/
  • Registration: sites that use Facebook Connect as an alternate to account registration have seen a 30-200% increase in registration on their sites.Engagement: sites with Facebook Connect see a 15-100% increase in reviews and other user generated contentTraffic: For each story published in Facebook, we see roughly 3 clicks back to the site.  Nearly half the stories in the Stream get clicked on. This creates opportunities for the site to encourage more user actions – knowing that each one may result in 3 new visits to their site. With other models like search, there’s nothing you can do to increase user traffic besides optimizing for keywords.Read more: http://www.businessinsider.com/six-months-in-facebook-connect-is-a-huge-success-2009-7#ixzz1CHJ0Aqgm
  • http://suckerpunchcinema.com/main/wp-content/uploads/2010/08/minority_report.jpg
  • Facebook has the majority of share, but users want choice
  • Facebook has the majority of share, but users want choice
  • Facebook has the majority of share, but users want choice
  • http://smartdatacollective.com/Home/17660
  • http://smartdatacollective.com/Home/17660
  • http://smartdatacollective.com/Home/17660
  • http://smartdatacollective.com/Home/17660
  • http://www.customerthink.com/article/data_nothing_personal_ritz_carltonhttp://www.destinationcrm.com/Articles/CRM-News/Daily-News/For-Ritz-Carlton-It-All-Begins-with-Customer-Knowledge-47424.aspxRitz-Carlton allows each employee to spend up to $2000.00 a need on customer needs, if the employee's estimation, it is necessary (2009, Brock). Additionally, this company believes that workers should be trusted to resolve a customer issue to resolution, personally owning and if need be, shepherding the customer issue through various departments throughout the organization. This principle is communicated and reinforced throughout the entire company. http://www.buzzle.com/articles/the-new-gold-standard-ritz-carlton.htmlhttp://www.cloudave.com/827/how-comcast-approaches-social-crm/ http://www.jmorganmarketing.com/how-comcast-approaches-social-crm/
  • ADD EXACT TARGET
  • Transcript

    • 1. Social CRM
    • 2. Definition
    • 3. 3 Takeaways
      The secret to getting ROIout of Social is data
      Personalization driven from Social CRM will be the best differentiator
      We have to stop being reactive and start taking a proactive approach to social media
    • 4. What it is | Jay Baer
      “2011 will be the year that we begin to have a unified view of subscribers, fans, and followers. API-driven advances in CRM and databases will enable companies to better understand the full array of their digital marketing and social media relationships.”
    • 5. >> We’ve been talking about “one to one” marketing for 20 years. It’s finally here…<<
      Jay Baer
      THE NOW REVOLUTION (2010)
    • 6. >>It no longer makes economic sense to send an advertising message to the many, in hopes of persuading the few…<<
      M. Lawrence Light
      Former CMO McDonalds
    • 7. Why Social CRM
    • 8. Why Social CRM | Social CRM is a Win-Win
      What’s in it for the customer
      What’s in it for the brand
    • 9. Mapping users across the web
    • 10. Mapping Users Across the Web
      Connected through professional e-mail
      Connected through personal e-mail
    • 11. Social CRM
    • 12. Mapping Users Across the Web
      $
    • 13. SSO is Preferred over New or Guest Account
      Create a New Account 24%
      Use Social Sign On 41%
      Use Guest Account 35%
    • 14. Social Sign On
      20-30% increase in Registrations with Social Sign On
    • 15. SSO
      48% of respondents said I am more likely to buy at a site that automatically recognized me
      Source: Janrain
    • 16.
    • 17. Gather | Social Sign On
    • 18. Social Sign On
    • 19. Social Sign On
      About Me
      Addresses
      Books
      Current Location
      Emails
      Friends List
      Interested In Meeting
      Interests
      Last Updated
      Movies
      Music
      Organizations
      Photos
      Relationship Status
      Status
      TV Shows
      URLs
    • 20. Social Sign On
      About Me
      Addresses
      Books
      Current Location
      Emails
      Friends List
      Interested In Meeting
      Interests
      Last Updated
      Movies
      Music
      Organizations
      Photos
      Relationship Status
      Status
      TV Shows
      URLs
    • 21. Strategic approach
    • 22. Social CRM | Reactive/Proactive
      Reactive
      Proactive
      Publish
      Engage
      Mine
      Message
      Assign
      Cluster
    • 23. Gather | Gamification
      ga-mi-fi-ca-tion
      Integrating game dynamics into your site, service, community, content or campaign, in order to drive participation, loyalty and data collection
    • 24. Gather | Gamification
    • 25. Mine
      Shopping|Experian
      HHI|Zip Code
      Marital Status|Facebook
      Tom@gmail.com
      +
      +
      Employer|Facebook
      Personality|Gamification
      Preferences|Profile
      +
      +
    • 26. Cluster
      Style: Modern
      No Kids
      Style: Traditional
      Married
      Style: Modern
      2+ Kids
      Style: Traditional
    • 27. RFM
      R
      F
      M
    • 28. RFM
      R
      F
      M
      Recency - The length of time since the audience’s last desired behavior (page view, sign-up, survey completion, order, etc.).  Customers that have ____ recently are more likely to ____ again versus customers that have not _____ in a while.
    • 29. RFM
      R
      F
      M
      • Frequency - The rate at which the audience is exhibiting those desired behaviors.  Customers that ____ frequently are more likely to ____ again than customers that have only ____ once or twice.
    • RFM
      R
      F
      M
      • Monetary Value - The sum of the value of the audience’s desired behaviors. Customers that have ____ the most in total are more likely to ____ again
    • examples
    • 30. Examples
    • 31. Getting Started
    • 32. The Road Map
    • 33. THANK YOU.
      sitewire.com
      @sitewireagency
      facebook.com/sitewire
      youtube.com/sitewire
    • 34. Social CRM Players