Social CRM<br />
Definition<br />
3  Takeaways<br />The secret to getting ROIout of Social is data<br />Personalization driven from Social CRM will be the b...
What it is | Jay Baer<br />“2011 will be the year that we begin to have a unified view of subscribers, fans, and followers...
>> We’ve been talking about “one to one” marketing for 20 years. It’s finally here…<<<br />Jay Baer<br />THE NOW REVOLUTIO...
>>It no longer makes economic sense to send an advertising message to the many, in hopes of persuading the few…<<<br />M. ...
Why Social CRM<br />
Why Social CRM | Social CRM is a Win-Win<br />What’s in it for the customer<br />What’s in it for the brand<br />
Mapping users across the web<br />
Mapping Users Across the Web<br />Connected through professional e-mail<br />Connected through personal e-mail<br />
Social CRM<br />
Mapping Users Across the Web<br />$<br />
SSO is Preferred over New or Guest Account<br />Create a New Account 24%<br />Use Social Sign On 41%<br />Use Guest Accoun...
Social Sign On<br />20-30% increase in Registrations with Social Sign On<br />
SSO<br />48% of respondents said I am more likely to buy at a site that automatically recognized me<br />Source: Janrain<b...
Gather | Social Sign On<br />
Social Sign On<br />
Social Sign On<br />About Me<br />Addresses<br />Books<br />Current Location<br />Emails<br />Friends List<br />Interested...
Social Sign On<br />About Me<br />Addresses<br />Books<br />Current Location<br />Emails<br />Friends List<br />Interested...
Strategic approach<br />
Social CRM | Reactive/Proactive<br />Reactive<br />Proactive<br />Publish<br />Engage<br />Mine<br />Message<br />Assign<b...
Gather | Gamification<br />ga-mi-fi-ca-tion<br />Integrating game dynamics into your site, service, community, content or ...
Gather | Gamification<br />
Mine<br />Shopping|Experian<br />HHI|Zip Code<br />Marital Status|Facebook<br />Tom@gmail.com<br />+<br />+<br />Employer|...
Cluster<br />Style: Modern<br />No Kids<br />Style: Traditional<br />Married<br />Style: Modern<br />2+ Kids<br />Style: T...
RFM<br />R<br />F<br />M<br />
RFM<br />R<br />F<br />M<br />Recency - The length of time since the audience’s last desired behavior (page view, sign-up,...
RFM<br />R<br />F<br />M<br /><ul><li>Frequency - The rate at which the audience is exhibiting those desired behaviors.  C...
Examples<br />
Getting Started<br />
The Road Map<br />
THANK YOU.<br />sitewire.com<br />@sitewireagency<br />facebook.com/sitewire<br />youtube.com/sitewire<br />
Social CRM Players<br />
BITB -- Social CRM
BITB -- Social CRM
Upcoming SlideShare
Loading in...5
×

BITB -- Social CRM

499

Published on

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

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
499
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
6
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • 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&apos;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
  • BITB -- Social CRM

    1. 1. Social CRM<br />
    2. 2. Definition<br />
    3. 3. 3 Takeaways<br />The secret to getting ROIout of Social is data<br />Personalization driven from Social CRM will be the best differentiator<br />We have to stop being reactive and start taking a proactive approach to social media<br />
    4. 4. What it is | Jay Baer<br />“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.”<br />
    5. 5. >> We’ve been talking about “one to one” marketing for 20 years. It’s finally here…<<<br />Jay Baer<br />THE NOW REVOLUTION (2010)<br />
    6. 6. >>It no longer makes economic sense to send an advertising message to the many, in hopes of persuading the few…<<<br />M. Lawrence Light<br />Former CMO McDonalds<br />
    7. 7. Why Social CRM<br />
    8. 8. Why Social CRM | Social CRM is a Win-Win<br />What’s in it for the customer<br />What’s in it for the brand<br />
    9. 9. Mapping users across the web<br />
    10. 10. Mapping Users Across the Web<br />Connected through professional e-mail<br />Connected through personal e-mail<br />
    11. 11. Social CRM<br />
    12. 12. Mapping Users Across the Web<br />$<br />
    13. 13. SSO is Preferred over New or Guest Account<br />Create a New Account 24%<br />Use Social Sign On 41%<br />Use Guest Account 35%<br />
    14. 14. Social Sign On<br />20-30% increase in Registrations with Social Sign On<br />
    15. 15. SSO<br />48% of respondents said I am more likely to buy at a site that automatically recognized me<br />Source: Janrain<br />
    16. 16.
    17. 17. Gather | Social Sign On<br />
    18. 18. Social Sign On<br />
    19. 19. Social Sign On<br />About Me<br />Addresses<br />Books<br />Current Location<br />Emails<br />Friends List<br />Interested In Meeting<br />Interests<br />Last Updated<br />Movies<br />Music<br />Organizations<br />Photos<br />Relationship Status<br />Status<br />TV Shows<br />URLs<br />
    20. 20. Social Sign On<br />About Me<br />Addresses<br />Books<br />Current Location<br />Emails<br />Friends List<br />Interested In Meeting<br />Interests<br />Last Updated<br />Movies<br />Music<br />Organizations<br />Photos<br />Relationship Status<br />Status<br />TV Shows<br />URLs<br />
    21. 21. Strategic approach<br />
    22. 22. Social CRM | Reactive/Proactive<br />Reactive<br />Proactive<br />Publish<br />Engage<br />Mine<br />Message<br />Assign<br />Cluster<br />
    23. 23. Gather | Gamification<br />ga-mi-fi-ca-tion<br />Integrating game dynamics into your site, service, community, content or campaign, in order to drive participation, loyalty and data collection<br />
    24. 24. Gather | Gamification<br />
    25. 25. Mine<br />Shopping|Experian<br />HHI|Zip Code<br />Marital Status|Facebook<br />Tom@gmail.com<br />+<br />+<br />Employer|Facebook<br />Personality|Gamification<br />Preferences|Profile<br />+<br />+<br />
    26. 26. Cluster<br />Style: Modern<br />No Kids<br />Style: Traditional<br />Married<br />Style: Modern<br />2+ Kids<br />Style: Traditional<br />
    27. 27. RFM<br />R<br />F<br />M<br />
    28. 28. RFM<br />R<br />F<br />M<br />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.<br />
    29. 29. RFM<br />R<br />F<br />M<br /><ul><li>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.</li></li></ul><li>RFM<br />R<br />F<br />M<br /><ul><li>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</li></li></ul><li>examples<br />
    30. 30. Examples<br />
    31. 31. Getting Started<br />
    32. 32. The Road Map<br />
    33. 33. THANK YOU.<br />sitewire.com<br />@sitewireagency<br />facebook.com/sitewire<br />youtube.com/sitewire<br />
    34. 34. Social CRM Players<br />
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×