LOGO
Brent Leary, CRM Essentials
Sign of the Times…Sign of the Times…
BrentLeary.com
Sign of the times….Sign of the times….
BrentLeary.com
CRM Timelime….CRM Timelime….
ContactContact
ManagementManagement
Individual usage
PC based
CRM SuitesCRM Suites
SFA, MA, C...
Information OverloadInformation Overload
5M Terabytes5M Terabytes of web info (Eric Schmidt –
Google CEO – 2005)
Before…...
200 MillionThe number of blogs on the
Internet.
Source: Jess3
2 Billion Videos Are Streamed
Each Day On YouTubePhoto Credit: jonsson Source: Techcrunch
10 Billion+ Tweets Sent on
Twitter Since 2006
Photo Credit: Rosaura Ochoa Source: Mashable
BrentLeary.com
Photo Credit: Rosaura Ochoa Source: Mashable
By 2020, the
amount of data
will have grown
44-fold, to 3535
trilliontrillion...
Social Media is for Leads and Sales
Source: State of Inbound Marketing Report - http://bit.ly/aewfHr
BrentLeary.com
State of Small Business, Network Solutions – 2011
9%
12%
45%
58%
36%
26%
Jan2011 (n=184)
Dec2009 (n=89)*
Bu...
Marketing & Innovation Challenges
BrentLeary.com
State of Small Business, Network Solutions – 2011
Small Business Success ...
Trust
BrentLeary.com
Edelman Trust Barometer– 2011
In Experts We Trust…
BrentLeary.com
Edelman Trust Barometer– 2011
Trust Extends ReputationsTrust Extends Reputations
BrentLeary.com
Edelman Trust Barometer– 2011
Where things standWhere things stand
TrustTrust AttentionAttention
Comparison of Ad Hoc and Strategic Users: Track andComparison of Ad Hoc and Strategic Users: Track and
Measure Social Medi...
How Satisfied Are SMBs with the Results they AreHow Satisfied Are SMBs with the Results they Are
Achieving from Social Med...
Received an average of 10,000 e-mailsReceived an average of 10,000 e-mails
each month from customers asking abouteach mont...
Received an average of 10,000 e-mailsReceived an average of 10,000 e-mails
each month from customers asking abouteach mont...
CATCHCATCH
SalesSales
AutomationAutomation
KEEPKEEP
CustomerCustomer
ServiceService
FINDFIND
MarketingMarketing
Automation...
CCRRMM oror CCIIM? CustomerM? Customer InformationInformation MgmtMgmt
Traditional CRM Strategy FocusTraditional CRM Strat...
Defining CRM… SociallyDefining CRM… Socially
Content
Information
Confidence
Sales process
Conversations
Analyzed to determ...
Page 25
What is Social CRM?What is Social CRM?
““Traditional CRM grew out of this need toTraditional CRM grew out of this ...
Activating ContentActivating Content
CONTENTCONTENT
AutomationAutomation
COMMUNITYCOMMUNITY
FacilitationFacilitation
LISTENINGLISTENING
AutomationAutomation
SO...
28
““the challenge is that most companiesthe challenge is that most companies
have been wired from the ground up tohave be...
New Differentiation Models NeededNew Differentiation Models Needed
29
Real Customer Value DriversReal Customer Value Drivers
32
What makes a
CustomerCustomer
ExperienceExperience
superior for
...
33
34
35
““2011 will bring an impressive increase2011 will bring an impressive increase
in the amount of customer servicein the ...
36 Social Customer Engagement Index 2011- TheSocialCustomer.comSocial Customer Engagement Index 2011- TheSocialCustomer.com
Social Media Customer Care Maturity ModelSocial Media Customer Care Maturity Model
Level
1
Level
2
Level
3
Level
4
Listeni...
Drugstore.com
Using Chat function (what Drugstore.com calls ‘Chat with a Beauty
Advisor’) fromfrom both of its Twitter Acc...
AskAsk NOTNOT What Your Customer Can Do For You…What Your Customer Can Do For You…
…… ListenListen to What You Can Do FOR ...
One of the main goals in using social media
is to actively listen to the customersactively listen to the customers. And
be...
Increased Followers/Reach
a. 2,500 new Facebook fans in 2in 2
weeksweeks (Over 100,000 new fans100,000 new fans since
June...
43
Moving beyond the early adopters, weMoving beyond the early adopters, we
will seewill see aa majority of companies inma...
Listening Makes A DifferenceListening Makes A Difference
The Social Customer Engagement Index, 2011
Key Listening ScenariosKey Listening Scenarios
 “Voice of Customer” insightsVoice of Customer” insights
 Reveal communit...
BRAND LISTENING MONTHLY REPORTBRAND LISTENING MONTHLY REPORT
EXECUTIVE SUMMARYEXECUTIVE SUMMARY
XYZ Brand positive sentime...
47
““““The #1 use case we’re seeing of late
is the triaging, prioritization,triaging, prioritization,
automation and routi...
48
Integrations with other applications areIntegrations with other applications are
driving the decision-making of CRMdriv...
49
In 2011, once again, mobile CRM –In 2011, once again, mobile CRM –
though more and more incorporatingthough more and mo...
SMB Case Study: Hubspot
Experiential Adoption Funnel
SMB Case Study: Hubspot
Experiential Adoption Funnel
BrentLeary.com
Mobile WebMobile Web
Self-ServiceSelf-Service
Mobile WebMobile Web
ChatChat
Mobile WebMobile Web
GuidedGuided
AssistanceAs...
Arhaus Furniture & the iPadArhaus Furniture & the iPad
55
The Mobile Imperative…The Mobile Imperative…
Cloudy Future
The Subscription EconomyThe Subscription Economy
We think years from now businessesWe think years from now businesses
will...
58
It takes a community to raise aIt takes a community to raise a
customercustomer
No Website Model…In The FacebookNo Website Model…In The Facebook
EraEra
We decided, not only do we want to
practice what w...
Community & Marketplace Social MediaCommunity & Marketplace Social Media
Marketing ModelMarketing Model
SAP
Service
Market...
Crowd ServiceCrowd Service
0.3
0.7
1.9
2.52.5
EmailPhone/
click to
call
*-100
Customer
Communities
On-line
self-
service
IVRWeb
chat
Community-based ...
The Customer Experience is SocialThe Customer Experience is Social
Friends of
friends
Social
web
Your
Community
www Site
Y...
64
Companies will struggle with the privacyCompanies will struggle with the privacy
issue. We’ll begin to recognize the po...
Expectations of the Social CustomerExpectations of the Social Customer
2008 Cone Business in Social Media Study2008 Cone B...
Thank You!Thank You!
 Brent LearyBrent Leary
 BLEARY@CRM-ESSENTIALS.COM
 BlogBlog
 WWW.BRENTLEARY.COM
 TwitterTwitter...
Brent leary   social crm - london
Brent leary   social crm - london
Brent leary   social crm - london
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  • Key points:
    Flexible deployments across the Small, Midmarket and Large deployment customer demographics.
    Microsoft CRM provides a server architecture that is designed for the sized deployments of its customers.
  • In our view, social customer care will no longer be an afterthought or an adjunct to Social CRM; it will sit squarely at the core of business strategy alongside other forms of customer interaction.
  • Give Saturn as an example here (crap cars but a great, unique customer experience) ; Apple Store experience unique vs most electronic retailers (Genius check-out/no line ups; consultation appointments; space reflects Apple brand – as does the online presence) – added next layer of consumer affinity to already great products; applied this to developer community as well, stimulating App development (at a much higher rate than RIM)
    Gartner says:
    Consumers' perceptions are that Consumers competing brands are increasingly similar. Only 21% of the 444 brands in
    Brand Keys annual Customer Loyalty Engagement Index survey had any points of product or service
    differentiation that were meaningful to 18-to-65-year-old consumers.
    Brand differentiation is becoming less about the physical attributes of a product or the terms and conditions of
    a service. The availability of the product or service and its pricing provides less differentiation as organizations
    become more global. Organizations are using the same suppliers, hiring the same executives and educating
    their employees at the same universities. It is inevitable that differences will diminish and this can be seen by
    comparing Brand Keys study in 2003, when 30% of the brands in that study had meaningful product or service
    differentiation.
    As a result, customers' buying decisions are becoming less influenced by rational factors and more by
    emotional factors, particularly for wealthier consumers. The more emotional the buying influences are, the
    more customer loyalty depends on the emotional relationship that the customer has with the supplier.
    Action Item: Focus on how to differentiate the brand based on the customer experience. But beware of relying
    too much on charismatic company figureheads (such as Martha Stewart and Richard Branson) to achieve the
    goal. They will be unable to sustain differentiation in the long term — after they have gone .
  • Truly Loyal Customers also want companies to listen to their ideas for product design and improvement (Ford F-Series) – and would love to be engaged by the company in brand building, as they feel they are pro-actively doing this already and would like to be recognized for it
    Defintions:
    Id = the part of the psyche, residing in the unconscious, that is the source of instinctive impulses that seek satisfaction in accordance with the pleasure principle and are modified by the ego and the superego before they are given overt expression.
    Ego = Psychoanalysis . the part of the psychic apparatus that experiences and reacts to the outside world and thus mediates between the primitive drives of the id and the demands of the social and physical environment.
    Id, ego, and super-ego are the three parts of the psychic apparatus defined in Sigmund Freud's structural model of the psyche; they are the three theoretical constructs in terms of whose activity and interaction mental life is described. According to this model of the psyche, the id is the set of uncoordinated instinctual trends; the ego is the organised, realistic part; and the super-ego plays the critical and moralising role.[1]
    Even though the model is "structural" and makes reference to an "apparatus", the id, ego, and super-ego are functions of the mind rather than parts of the brain and do not necessarily correspond one-to-one with actual somatic structures of the kind dealt with by neuroscience.
    The concepts themselves arose at a late stage in the development of Freud's thought: the structural model was first discussed in his 1920 essay "Beyond the Pleasure Principle" and was formalised and elaborated upon three years later in his "The Ego and the Id". Freud's proposal was influenced by the ambiguity of the term "unconscious" and its many conflicting uses.
    The terms "id," "ego," and "super-ego" are not Freud's own. They are latinisations by his translator James Strachey. Freud himself wrote of "das Es," "das Ich," and "das Über-Ich"—respectively, "the It," "the I," and the "Over-I" (or "Upper-I"); thus to the German reader, Freud's original terms are more or less self-explanatory. Freud borrowed the term "das Es" from Georg Groddeck, a German physician to whose unconventional ideas Freud was much attracted (Groddeck's translators render the term in English as "the It").[2]
    Contents
    [hide]
  • In our view, social customer care will no longer be an afterthought or an adjunct to Social CRM; it will sit squarely at the core of business strategy alongside other forms of customer interaction.
  • Drugstore.com is an example of a company that has successfully integrated social channels into their customer service processes to create more intimate customer relationships. And their success began with listening….
  • In our view, social customer care will no longer be an afterthought or an adjunct to Social CRM; it will sit squarely at the core of business strategy alongside other forms of customer interaction.
  • In our view, social customer care will no longer be an afterthought or an adjunct to Social CRM; it will sit squarely at the core of business strategy alongside other forms of customer interaction.
  • In our view, social customer care will no longer be an afterthought or an adjunct to Social CRM; it will sit squarely at the core of business strategy alongside other forms of customer interaction.
  • In our view, social customer care will no longer be an afterthought or an adjunct to Social CRM; it will sit squarely at the core of business strategy alongside other forms of customer interaction.
  • Take your existing web customer service to the mobile web…Same experience, different devices
  • Furniture retailer Arhaus has also turned to the iPad to deliver a new customer process and improved experience.
    Arhaus is outfitting their 52 delivery drivers with iPads that come equipped with applications displaying images that help customers with ideas/options for setting up their new furniture.  Open delivery, the driver hands the iPad over to the customer, where a “welcome” application guides the customer through an on-boarding process.  Additionally, there are applications that integrate with workforce management systems.  So if a piece of furniture arrives at a customer’s house with a problem, the driver can order a replacement piece right from the iPad. 
    While there is an initial investment, the long-term benefits include:
    Cost Savings: Arhaus anticipates an annual savings of $100,000 by reducing paper and related operational expenses.
    Going Green: The iPad helps the Arhaus operations team reach their goal of going paperless. Arhaus has a long history of green initiatives. In addition to using wind energy, recycled paper and soy-based ink for its catalog production, Arhaus has never used wood from endangered rainforests in creating products, focusing instead on renewable resources, plantation-grown hardwoods and recycled materials.
    Improved Customer Service: Due to the real-time, web-based receipt system TOA is developing for the iPad app, if product damage is found when Arhaus delivers an item the warehouse will immediately be notified and a replacement will be sent on the next truck. This is a first in the retail furniture industry.
    Ease of Use: The iPad's large surface area touch screen and single button are easier for drivers to use on the road.
    Brand Image: The iPad's sleek, cutting-edge technology will present a sophisticated image to Arhaus' upscale clientele.
  • Publishing (content creation) is transference of data. Create as many ways in [as you can] for as many different kinds of tastes or different kinds of people. You need lots of doorways into your project.
  • Here is the customer is asking the Community
  • In our view, social customer care will no longer be an afterthought or an adjunct to Social CRM; it will sit squarely at the core of business strategy alongside other forms of customer interaction.
  • Brent leary social crm - london

    1. 1. LOGO Brent Leary, CRM Essentials
    2. 2. Sign of the Times…Sign of the Times… BrentLeary.com Sign of the times….Sign of the times….
    3. 3. BrentLeary.com
    4. 4. CRM Timelime….CRM Timelime…. ContactContact ManagementManagement Individual usage PC based CRM SuitesCRM Suites SFA, MA, CSS: Workgroup Server based Early 1990s Mid 1990s Today CRM On-demandCRM On-demand Browser based Early 2000s Social CRMSocial CRM Mobile CRMMobile CRM Handheld Accessible from anywhere
    5. 5. Information OverloadInformation Overload 5M Terabytes5M Terabytes of web info (Eric Schmidt – Google CEO – 2005) Before…Before… FacebookFacebook opened upopened up TwitterTwitter was bornwas born New generation ofNew generation of mobilemobile devicesdevices BlogsBlogs from 20M to …from 20M to … BrentLeary.com
    6. 6. 200 MillionThe number of blogs on the Internet. Source: Jess3
    7. 7. 2 Billion Videos Are Streamed Each Day On YouTubePhoto Credit: jonsson Source: Techcrunch
    8. 8. 10 Billion+ Tweets Sent on Twitter Since 2006 Photo Credit: Rosaura Ochoa Source: Mashable
    9. 9. BrentLeary.com
    10. 10. Photo Credit: Rosaura Ochoa Source: Mashable By 2020, the amount of data will have grown 44-fold, to 3535 trilliontrillion gigabytesgigabytes
    11. 11. Social Media is for Leads and Sales Source: State of Inbound Marketing Report - http://bit.ly/aewfHr
    12. 12. BrentLeary.com State of Small Business, Network Solutions – 2011 9% 12% 45% 58% 36% 26% Jan2011 (n=184) Dec2009 (n=89)* BusinessUseofSocialMediaExpectations -Among business owners who use/may use social media- Exceeded expectations Metexpectations Fallenshort of expectations
    13. 13. Marketing & Innovation Challenges BrentLeary.com State of Small Business, Network Solutions – 2011 Small Business Success Report Card Importance Score** Index Score* Grade  OVERALL INDEX SCORE* 73 C- Sub-Indices Capital Access 33 67 D+ Marketing & Innovation 23 65 D Workforce 14 76 C Customer Service 11 88 B+ Computer Technology 11 75 C Compliance 8 92 A- *Index Score is calculated on a 0-100 scale **Importance Score is calculated proportionally, meaning that the total of the numbers across all the sub-indices is 100%.
    14. 14. Trust BrentLeary.com Edelman Trust Barometer– 2011
    15. 15. In Experts We Trust… BrentLeary.com Edelman Trust Barometer– 2011
    16. 16. Trust Extends ReputationsTrust Extends Reputations BrentLeary.com Edelman Trust Barometer– 2011
    17. 17. Where things standWhere things stand TrustTrust AttentionAttention
    18. 18. Comparison of Ad Hoc and Strategic Users: Track andComparison of Ad Hoc and Strategic Users: Track and Measure Social MediaMeasure Social Media Sample Size = 245 24.) How does your currently track, analyze and measure the success of the company's social media efforts? Small Business
    19. 19. How Satisfied Are SMBs with the Results they AreHow Satisfied Are SMBs with the Results they Are Achieving from Social Media in these Areas?Achieving from Social Media in these Areas? Small Business Sample Size = 131 Sample Size = 114 Structured Users Ad Hoc Users
    20. 20. Received an average of 10,000 e-mailsReceived an average of 10,000 e-mails each month from customers asking abouteach month from customers asking about motorcycle partsmotorcycle parts •Blog:Blog: Tie Facebook & Twitter posts, Newsletter articles, and customer correspondence back to the Blog. •Facebook:Facebook: All blog articles are posted on Facebook, Twitter and Newsletter articles. •Monitoring NetworksMonitoring Networks: Monitor online activity, as well as competitors, vendors, and industry happenings. •Monthly Newsletter:Monthly Newsletter: The monthly newsletter is just another way to provide value to customers, and is closely tied to all forms of social media.
    21. 21. Received an average of 10,000 e-mailsReceived an average of 10,000 e-mails each month from customers asking abouteach month from customers asking about motorcycle partsmotorcycle parts •Membership on Facebook has gone from 1,500 fans (12/09) to over 27,000 fansover 27,000 fans. •1,000% increase1,000% increase in on-line chat traffic (customers who chat are 4 times as likely4 times as likely to make a purchase on the site). •98%98% of customers say they’d recommend the company to a friend/family member
    22. 22. CATCHCATCH SalesSales AutomationAutomation KEEPKEEP CustomerCustomer ServiceService FINDFIND MarketingMarketing AutomationAutomation Traditional CRMTraditional CRM CUSTOMERCUSTOMER RELATIONSHIPRELATIONSHIP MANAGEMENTMANAGEMENT • Lead management • Campaign management • Customer profiling • Opportunity management • Contact management • Activity management • Ongoing dialog • Web self-service • field service
    23. 23. CCRRMM oror CCIIM? CustomerM? Customer InformationInformation MgmtMgmt Traditional CRM Strategy FocusTraditional CRM Strategy Focus  Centralize Customer DataCentralize Customer Data  Operational EfficiencyOperational Efficiency  ForecastingForecasting  Activity ManagementActivity Management  ReportingReporting  But What About THE CUSTOMER???But What About THE CUSTOMER???
    24. 24. Defining CRM… SociallyDefining CRM… Socially Content Information Confidence Sales process Conversations Analyzed to determine success GENERATE CONVERT TO FEED TO CONVERT TO CREATING Exchanges Relationships Customer Partner Vendor Community Influencer
    25. 25. Page 25 What is Social CRM?What is Social CRM? ““Traditional CRM grew out of this need toTraditional CRM grew out of this need to store, track, and report on critical informationstore, track, and report on critical information about customers and prospects.about customers and prospects. Social CRM is growing out of a completelySocial CRM is growing out of a completely different need -- thedifferent need -- the need to attract theneed to attract the attentionattention of those using the Internet to findof those using the Internet to find answers to business challenges they areanswers to business challenges they are trying to overcome.“trying to overcome.“ --Brent Leary in Inc. magazine--Brent Leary in Inc. magazine
    26. 26. Activating ContentActivating Content
    27. 27. CONTENTCONTENT AutomationAutomation COMMUNITYCOMMUNITY FacilitationFacilitation LISTENINGLISTENING AutomationAutomation SOCIAL CRMSOCIAL CRM SOCIALSOCIAL CUSTOMERCUSTOMER RELATIONSHIPRELATIONSHIP MANAGEMENTMANAGEMENT TRANSFORMTRANSFORM ManagementManagement
    28. 28. 28 ““the challenge is that most companiesthe challenge is that most companies have been wired from the ground up tohave been wired from the ground up to operate in a world ofoperate in a world of company-company- controlled communicationcontrolled communication, and, and they're simply not equipped to engagethey're simply not equipped to engage in conversations. But, the rules havein conversations. But, the rules have changed.”changed.” Greg Gianforte, CEO – RightNowGreg Gianforte, CEO – RightNow Embracing CMR: Customer Managed RelationshipsEmbracing CMR: Customer Managed Relationships The good news is that true Social CRM offers companies a seamless and real-time view across the many different channels that customers converse in, new and old alike. With this view, companies can truly get to know and proactively care for their customers, ultimately fulfilling their brand promises, the social way
    29. 29. New Differentiation Models NeededNew Differentiation Models Needed 29
    30. 30. Real Customer Value DriversReal Customer Value Drivers 32 What makes a CustomerCustomer ExperienceExperience superior for Customers? It’s about much more than price or incentives – its about ego and id
    31. 31. 33
    32. 32. 34
    33. 33. 35 ““2011 will bring an impressive increase2011 will bring an impressive increase in the amount of customer servicein the amount of customer service delivered over social networks. Notdelivered over social networks. Not only will more companies provideonly will more companies provide service over social channels, butservice over social channels, but socially-networked customersocially-networked customer service will take its place alongsideservice will take its place alongside sales and marketingsales and marketing as aas a cornerstone of any comprehensivecornerstone of any comprehensive Social CRM strategy.”Social CRM strategy.” Alex Bard, CEO – Assistly.comAlex Bard, CEO – Assistly.com Customer Service Moves toCustomer Service Moves to ForefrontForefront In our view, social customer care will nosocial customer care will no longer be an afterthought or an adjunctlonger be an afterthought or an adjunct to Social CRMto Social CRM; it will sit squarely at the core of business strategy alongside other forms of customer interaction.
    34. 34. 36 Social Customer Engagement Index 2011- TheSocialCustomer.comSocial Customer Engagement Index 2011- TheSocialCustomer.com
    35. 35. Social Media Customer Care Maturity ModelSocial Media Customer Care Maturity Model Level 1 Level 2 Level 3 Level 4 ListeningListening (or ignoring)(or ignoring) Social MediaSocial Media BroadcastingBroadcasting Social MediaSocial Media MarketingMarketing Social MediaSocial Media Customer CareCustomer Care ProactiveProactive EngagementEngagement  Occasional reporting  Reactive/surprised by social media  Facebook page and Twitter presence  Broadcast standard marketing via social media  Social Media strategy  Engagement marketing  Scalable engagement process  Teams work queues  Proactive Customer Care  Proactive Sales  Brand dashboarding  Minimal customer care involvement  Managed process  Team activity reports  Social Media Business Intelligence Level 5 Cisco, 2010Cisco, 2010
    36. 36. Drugstore.com Using Chat function (what Drugstore.com calls ‘Chat with a Beauty Advisor’) fromfrom both of its Twitter Accounts (@BeautyAdvisor andboth of its Twitter Accounts (@BeautyAdvisor and @ Beautydotcom)@ Beautydotcom). As a result: • Phone-handle time has decreased 15 percentdecreased 15 percent • Email volume has decreased 30 percentdecreased 30 percent • Shopping-cart sizes in sales with chat are 10 percent to 2010 percent to 20 percent largerpercent larger than in those without; • Chat sessions deliver a conversion rate of approximately 25approximately 25 percentpercent; the site’s overall conversion rate is just 6.4 percentoverall conversion rate is just 6.4 percent Third-quarter sales grew 17 percent, compared to 2 percent growth in e-commerce overall Customer satisfaction scores reached 77, among ForeSee Results’ list of the top 15 online retailers
    37. 37. AskAsk NOTNOT What Your Customer Can Do For You…What Your Customer Can Do For You… …… ListenListen to What You Can Do FOR Them!to What You Can Do FOR Them! LaaS: Listen as a StrategyLaaS: Listen as a Strategy •Who to listen toWho to listen to •What to listen toWhat to listen to •What to listen forWhat to listen for •How to listenHow to listen •When to listenWhen to listen •Responding to what you hearResponding to what you hear
    38. 38. One of the main goals in using social media is to actively listen to the customersactively listen to the customers. And because all users were automatically invited to the team’s NBA Draft Party, Warriors employees had the chance to personallypersonally meetmeet those who participated in the contest. The Draft Party wound up being the team’s biggest to date, with over 4,000 fans in4,000 fans in attendance.attendance. •Unveil the new logo in a unique and creative way •IncreaseIncrease fan engagement with the brand •BuildBuild brand loyalty •DriveDrive awareness and attendance at the team’s annual NBA Draft Party •IncreaseIncrease ticket and merchandise sales
    39. 39. Increased Followers/Reach a. 2,500 new Facebook fans in 2in 2 weeksweeks (Over 100,000 new fans100,000 new fans since June 1) b. Challenge Page received 900 ‘Likes’ in 2 weeks c. 1,500 new Twitter followers in 2 weeks (Over 12,000 new followers12,000 new followers since June 1) d. Total Twitter reach of more than 120,000 in 2 weeks e. Over 12,000 views12,000 views of two related YouTube videos in 2 weeks Cost: Less than $5,000$5,000 Return: Over $440,000$440,000 Long Term: Continued growth and engagement
    40. 40. 43 Moving beyond the early adopters, weMoving beyond the early adopters, we will seewill see aa majority of companies inmajority of companies in 2011 start their investments in2011 start their investments in social listening and engagementsocial listening and engagement,, and we will also see many leadingand we will also see many leading brands demonstrate what anbrands demonstrate what an enterprise wide social strategy looksenterprise wide social strategy looks like and showing us the power oflike and showing us the power of getting the voice of the customergetting the voice of the customer closer to every employee..closer to every employee..Marcel LeBrun, CEOMarcel LeBrun, CEO Radian6Radian6 Social Listening AND Engagement GoSocial Listening AND Engagement Go MainstreamMainstream As social becomes an integral channel,As social becomes an integral channel, and as insights on who matters, and whoand as insights on who matters, and who doesn’t become quantified, handling thisdoesn’t become quantified, handling this efficiently becomes of paramountefficiently becomes of paramount importance.importance.
    41. 41. Listening Makes A DifferenceListening Makes A Difference The Social Customer Engagement Index, 2011
    42. 42. Key Listening ScenariosKey Listening Scenarios  “Voice of Customer” insightsVoice of Customer” insights  Reveal community themesReveal community themes for message planningfor message planning  Locate where relevantLocate where relevant conversations are taking placeconversations are taking place  Influencer identificationInfluencer identification  Brand reputation and riskBrand reputation and risk managementmanagement  Early warning for product andEarly warning for product and service issuesservice issues  Competitive trackingCompetitive tracking  Monitor conversation trendsMonitor conversation trends  Campaign metrics and benchmarking  Measure message reach  Community and influencerCommunity and influencer outreachoutreach  Response to customerResponse to customer feedbackfeedback
    43. 43. BRAND LISTENING MONTHLY REPORTBRAND LISTENING MONTHLY REPORT EXECUTIVE SUMMARYEXECUTIVE SUMMARY XYZ Brand positive sentiment at 84%, down 4% from last month • XYZ appoints former PDQ CEO John Doe highly questioned • XYZ extends the "maintenance duration" for software from Dec. 31, 2010, to March 31, 2013 XYZ iPad deployment spikes positive sentiment at 88% • World’s largest enterprise iPad rollout: XYZdeploys 1,000 iPads to employees, favorably viewed Sentiment Volume Share of Voice Themes  Nearly 50% of all brand conversation focused on three topics of HHH, new ceo implications for XYZ, and XYZ “Super App”  39% of all solution conversations around Super App reviews  XYZ continues to make promises, but fails to reveal specifics for 2010  Mobile Sales "Super App“ widely discussed by industry  XYZ brand share of voice increased 1% vs. competitive set this month  Key competitor topics driving SOV  MMM hires former DD CEO Adam Smith  JJJ announces “Power App at JJJ Supercon”  TTT unveils Social Mobile  Outsourcing cloud is a rising theme of conversation on industry blogs  Belief that XYZ and competitors are in good positions to be deliverers of cloud-based services, changing the landscape of outsourcing as we know it  Industry discussion around “the new age of highly integrated and optimized systems  MBI and JJJ are seen as leaders of this space by analysts/ industry bloggers
    44. 44. 47 ““““The #1 use case we’re seeing of late is the triaging, prioritization,triaging, prioritization, automation and routing of customerautomation and routing of customer tweets, status updates, and othertweets, status updates, and other information across the enterpriseinformation across the enterprise. John Bastone, Global ProductJohn Bastone, Global Product Marketing Manager, SASMarketing Manager, SAS Strategic approach to mainstreamingStrategic approach to mainstreaming social datasocial data As social becomes an integral channel,As social becomes an integral channel, and as insights on who matters, and whoand as insights on who matters, and who doesn’t become quantified, handling thisdoesn’t become quantified, handling this efficiently becomes of paramountefficiently becomes of paramount importance.importance.
    45. 45. 48 Integrations with other applications areIntegrations with other applications are driving the decision-making of CRMdriving the decision-making of CRM consumers. Small businesses especiallyconsumers. Small businesses especially need a CRM solution that willneed a CRM solution that will seamlesslyseamlessly share information with their accounting,share information with their accounting, event planning, marketing and otherevent planning, marketing and other business tools no matter where they arebusiness tools no matter where they are workingworking: online, offline, in social networks: online, offline, in social networks or on mobile systems.or on mobile systems. Pamela O’HaraPamela O’Hara President, BatchBluePresident, BatchBlue Open and CollaborativeOpen and Collaborative Social media is rapidly increasing inboundSocial media is rapidly increasing inbound and outbound communication channels. Forand outbound communication channels. For Social CRM, this meansSocial CRM, this means following threadsfollowing threads of conversations across live chat toof conversations across live chat to Twitter to the phoneTwitter to the phone and involving the rightand involving the right responders -- whether that's customerresponders -- whether that's customer support, the tech team or the marketingsupport, the tech team or the marketing director..director..
    46. 46. 49 In 2011, once again, mobile CRM –In 2011, once again, mobile CRM – though more and more incorporatingthough more and more incorporating social profiles and featuressocial profiles and features - will become- will become the “thing”. It could be field service orthe “thing”. It could be field service or consumer based mobile marketingconsumer based mobile marketing applications or location basedapplications or location based sales/marketing tools for customers orsales/marketing tools for customers or smart tools for your sales teams in thesmart tools for your sales teams in the field. But it will be mobile.field. But it will be mobile. Paul GreenbergPaul Greenberg Author, CRM Playa #1Author, CRM Playa #1 It will be MobileIt will be Mobile Practitioners are going to increasinglyPractitioners are going to increasingly demand better knowledge managementdemand better knowledge management toolstools from vendors as the practitionersfrom vendors as the practitioners realize that their customers – their socialrealize that their customers – their social customers – are not only demanding greatercustomers – are not only demanding greater transparency which translates into moretransparency which translates into more knowledge about the companyknowledge about the company
    47. 47. SMB Case Study: Hubspot Experiential Adoption Funnel
    48. 48. SMB Case Study: Hubspot Experiential Adoption Funnel
    49. 49. BrentLeary.com
    50. 50. Mobile WebMobile Web Self-ServiceSelf-Service Mobile WebMobile Web ChatChat Mobile WebMobile Web GuidedGuided AssistanceAssistance Mobile WebMobile Web Ask AAsk A QuestionQuestion Enabling the Mobile Web ExperienceEnabling the Mobile Web Experience Image Courtesy of RNT
    51. 51. Arhaus Furniture & the iPadArhaus Furniture & the iPad
    52. 52. 55 The Mobile Imperative…The Mobile Imperative…
    53. 53. Cloudy Future
    54. 54. The Subscription EconomyThe Subscription Economy We think years from now businessesWe think years from now businesses will find themselveswill find themselves buying less andbuying less and less products, and subscribing moreless products, and subscribing more and more to servicesand more to services, whether, whether software services [like] Googlesoftware services [like] Google applications, or transportation servicesapplications, or transportation services like a Zip car, or computing power fromlike a Zip car, or computing power from Storage, or collaboration from Box.net.Storage, or collaboration from Box.net. We think the world isWe think the world is shifting to ashifting to a subscription-basedsubscription-based economy.economy. Tien Tzuo, Founder, ZuoraTien Tzuo, Founder, Zuora
    55. 55. 58 It takes a community to raise aIt takes a community to raise a customercustomer
    56. 56. No Website Model…In The FacebookNo Website Model…In The Facebook EraEra We decided, not only do we want to practice what we preach, but it’s the right move for the company strategically. Our customers areOur customers are already on Facebook, LinkedIn andalready on Facebook, LinkedIn and TwitterTwitter; that is why they come to us in the first place. What better way to serve them than in a highly targeted personalized and social environment? I think [social media]I think [social media] pages are the newpages are the new websites, especially ifwebsites, especially if you are a small oryou are a small or midsized company.midsized company. Clara Shih, CEO – HearSayClara Shih, CEO – HearSay Author, The Facebook EraAuthor, The Facebook Era
    57. 57. Community & Marketplace Social MediaCommunity & Marketplace Social Media Marketing ModelMarketing Model SAP Service Marketplace BO C BPX EcoHub UAC SDN © SAP 2010 / Page 60
    58. 58. Crowd ServiceCrowd Service
    59. 59. 0.3 0.7 1.9 2.52.5 EmailPhone/ click to call *-100 Customer Communities On-line self- service IVRWeb chat Community-based customer support can offerCommunity-based customer support can offer significant cost savings, as well as other benefitssignificant cost savings, as well as other benefits Support community 90%+ less costly than phone SOURCE: Gartner/Avaya, Linksys; McKinsey analysis Benefits beyond direct cost savings ▪ Increase customer satisfaction and loyalty ▪ Drive increased revenue (e.g., through recommendations) ▪ Increase productivity of support staff with knowledge base created by community ▪ Identify issues early on with new products ▪ Get inputs for future products Cost per contact $ per contact
    60. 60. The Customer Experience is SocialThe Customer Experience is Social Friends of friends Social web Your Community www Site Your Brand Competitor A Competitor B InfluencersFriends Your www Site Your Contact Center Earned Hosted Owned Relationships Conversations Processes Competitor C
    61. 61. 64 Companies will struggle with the privacyCompanies will struggle with the privacy issue. We’ll begin to recognize the powerissue. We’ll begin to recognize the power of being able to "connect the dots" withof being able to "connect the dots" with respect to people and their online profilesrespect to people and their online profiles and see some creative businessand see some creative business applications. But,applications. But, this power will makethis power will make consumers increasingly uncomfortableconsumers increasingly uncomfortable (as evidenced by the recent news around(as evidenced by the recent news around Sony, Epsilon, etc.)Sony, Epsilon, etc.) Dharmesh Shah, Co-founderDharmesh Shah, Co-founder HubspotHubspot Privacy concerns will intensifyPrivacy concerns will intensify We'll learn that success in social media issuccess in social media is not about auto-pilotnot about auto-pilot (the troubling example being all the auto-follow twitter software out there), but about power-steering. We'll start to see tools that don't replace genuine conversations and connections -- but just make the process easier and take some of the manual labor out.
    62. 62. Expectations of the Social CustomerExpectations of the Social Customer 2008 Cone Business in Social Media Study2008 Cone Business in Social Media Study 93%93% of Americans believe a company should have a presenceshould have a presence in social media 85%85% believe a company should not only be present but also interactinteract with its consumers via social mediawith its consumers via social media 56% of American consumers feel both a stronger connectionstronger connection with and better servedbetter served by companies when they can interact with them in a social media environment.
    63. 63. Thank You!Thank You!  Brent LearyBrent Leary  BLEARY@CRM-ESSENTIALS.COM  BlogBlog  WWW.BRENTLEARY.COM  TwitterTwitter  WWW.TWITTER.COM/BRENTLEARY  FacebookFacebook  WWW.FACEBOOK.COM/BRENT.LEARY Free Social Contract eBookFree Social Contract eBook  SocialCRMContract.comSocialCRMContract.com
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