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XeeSM / SRM Introduction Nov/09

XeeSM / SRM Introduction Nov/09



XeeSM/SRM the first Social Relationship Management System - introduced today

XeeSM/SRM the first Social Relationship Management System - introduced today



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    XeeSM / SRM Introduction Nov/09 XeeSM / SRM Introduction Nov/09 Presentation Transcript

    • IntroducingSocial Relationship Management by
    • 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
    • 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
    • Sales process change
      The customer education process changed the sales process – it’s now customer dominated
    • 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
    • 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.
    • 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
    • XeeSM/SRMSocial Relationship Management
    • 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
    • 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
    • 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!
    • Creating a business caseXeeSM F l i g h t
    • Create and onboard a flight – share it with others
    • SRM for Sales Managers
    • 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
    • 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
    • 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
    • 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?
    • SRM for Product Managers
    • 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.
    • 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
    • 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.
    • SRM for Marketing Managers
    • 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
    • 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
    • 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.
    • SRM for HR Managers
    • 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
    • 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
    • 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?
    • 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
    • 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
    • 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
    • Business Model
    • 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)
    • 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
    • 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)
    • 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.
    • Feedback – Q+A
      Q + A
    • 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
    • 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.