Is Social CRM Right for You?
              “Social CRM is what we do when the customer controls
              the conversa...
Overview


            What’s all the Buzz about?

            Typical Questions Companies Ask

            Understanding
...
The Buzz


                              “Communities and channels are rapidly expanding and y
                           ...
Customers are looking for communities

    “About two-thirds of U.S. consumers believe that companies should
    ramp up s...
The Social CRM virtuous cycle

   1. Customer Service                                                 2. Marketing
  Custo...
Typical Questions


       How do I know if a Community makes sense for me?

       What resources are needed to manage th...
Typical Questions

         How do I know if a Community makes sense for me?
           – B2B or B2C – do your customers s...
Typical Questions

         How do I know if a Community makes sense for me?

         What resources are needed to modera...
Typical Questions

         How do I know if a Community makes sense for me?

         What resources are needed to modera...
Typical Questions

         How do I know if a Community makes sense for me?

         What resources are needed to modera...
Typical Questions

         How do I know if a Community makes sense for me?

         What resources are needed to modera...
ROI: Traditional KB + Case Management

                                                        Traditional Model for Most ...
ROI: Integrated Community + KB + Case Mgmt

                                                                        Custom...
Communities in Action


                InfusionSoft

                Raindance Technologies

                Helpstream
 ...
Important Considerations when Selecting a Solution

       Strong focus on Social CRM Virtuous Cycle
       Business Proce...
Additional Resources


     Visit us at WWW.Helpstream.com and find:
          ROI Whitepaper – Compares 4 alternative app...
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Is social crm right for you 2010

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Is social crm right for you 2010

  1. 1. Is Social CRM Right for You? “Social CRM is what we do when the customer controls the conversation.” – Paul Greenberg Bill Odell Vice President Marketing Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 1
  2. 2. Overview What’s all the Buzz about? Typical Questions Companies Ask Understanding U d t di ROI Sample Communities in Action Important Considerations when Selecting a Solution Q&A Additional Resources Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 2
  3. 3. The Buzz “Communities and channels are rapidly expanding and y y g your company needs to at least know its place in all of them” - Christopher Musico, CRM Magazine “81 percent of active Internet users believe social media can give customers a g g greater voice regarding customer care” g g - Society for New Communications Research “I’m flabbergasted at how many companies are already doing this.” - Dr. Natalie Petouhoff, Forrester Research Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 3
  4. 4. Customers are looking for communities “About two-thirds of U.S. consumers believe that companies should ramp up social media usage to "identify service/support issues and contact consumer to resolve.“ – June 2009 Survey CustomerThink resolve Survey, Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 4
  5. 5. The Social CRM virtuous cycle 1. Customer Service 2. Marketing Customer satisfaction Branding Efficiency Word of mouth CrowdSourcing Voice of the customer Ideation Education Lead generation Lead nurturing 3. Sales Customer awareness References Social CRM Touches Repeat business Every Business Referrals Function Sales Information System CONFIDENTIAL and Copyright © 2009 Helpstream. All rights reserved. 5
  6. 6. Typical Questions How do I know if a Community makes sense for me? What resources are needed to manage the Community? What if customers “flame” us in the Community? How does a Community fit with existing systems? Is there an ROI in Community? Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 6
  7. 7. Typical Questions How do I know if a Community makes sense for me? – B2B or B2C – do your customers share something in common? What resources are needed to moderate the Community? y What if a customers “flames” us in the Community? How does a Community fit with existing systems? Is th I there an ROI in Community? i C it ? Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 7
  8. 8. Typical Questions How do I know if a Community makes sense for me? What resources are needed to moderate the Community? – Staff can be transitioned from agent pool as deflection increases What if a customers “flames” us in the Community? How does a Community fit with existing systems? Is th I there an ROI in Community? i C it ? Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 8
  9. 9. Typical Questions How do I know if a Community makes sense for me? What resources are needed to moderate the Community? What Wh t if a customer “fl t “flames” us in the Community? ” i th C it ? – They will anyway (Twitter, YouTube), get other customers to help come to your defense How does a Community fit with existing systems? y g y Is there an ROI in Community? Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 9
  10. 10. Typical Questions How do I know if a Community makes sense for me? What resources are needed to moderate the Community? What Wh t if a customers “fl t “flames” us in the Community? ” i th C it ? How does a Community fit with existing systems? – Should complement and extend not rip and replace Is th I there an ROI in Community? i C it ? Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 10
  11. 11. Typical Questions How do I know if a Community makes sense for me? What resources are needed to moderate the Community? What Wh t if a customers “fl t “flames” us in the Community? ” i th C it ? How does a Community fit with existing systems? Is there an ROI in Community? – Payback can be as fast as six months Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 11
  12. 12. ROI: Traditional KB + Case Management Traditional Model for Most of the World Search KB 35 – 40% Relies Exclusively on KB for Resolved Via Deflection KB Content 60 - 65% KB Authoring Can Be Expensive Resolved Via Support S t Agents as Hard to Get all the Answers to Cases Break Through 40% Deflection Rates Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 12
  13. 13. ROI: Integrated Community + KB + Case Mgmt Customers Choose Whether to Federated Search Submit Community Q&A or Cases for Solutions Federated Search Means “One Stop” Solutions 74% 40% KB Resolved via Existing 60% Community System Tracks Full Lifecycle, Content Provides Analytics 12% Resolved via Community Easier for Customers and Agents Collaboration to Manage Everything in One App 14% Resolved by Agents as Cases Agents can support 3 times as many customer s Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 13
  14. 14. Communities in Action InfusionSoft Raindance Technologies Helpstream H l t Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 14
  15. 15. Important Considerations when Selecting a Solution Strong focus on Social CRM Virtuous Cycle Business Process deeply embedded – Seamless extension of how business functions today “Plug and Play” not “Rip and Replace” – Leverage investments in existing systems – Salesforce, Oracle Cohesive metrics that cover the entire support process, including Community Federated Search Single Sign On Open API Software as a Service (SaaS) – only need a browser! ( ) y Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 15
  16. 16. Additional Resources Visit us at WWW.Helpstream.com and find: ROI Whitepaper – Compares 4 alternative approaches Case Study – Infusionsoft story HelpExchange – A Best Practices Community Webinar- E W bi Executive Panel with HP El ti P l ith HP, Eloqua and O S d OpSource Helpstream Blog – Social CRM insights Twitter – Follow us at twitter.com/helpstream For more info - send email to info@helpstream com info@helpstream.com Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license. 16
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