Social CRM - Not Your Father's Customer Relationship Management

Brent Leary, CRM Essentials LLC Social CRM: Not Your Father’s Customer Relationship Management

What Is Customer Relationship Management?

CRM is your approach and attitude for finding , captivating and keeping good customers... AND its strategy for being found by them .

Defining CRM – Traditionally Speaking

High Level Challenges Are you having problems responding to customer requests? Are you losing to competitors? Are you closing enough deals? Do email campaigns work for you? Having trouble finding customer information quickly? Any issues sharing customer Information across the company? Are your sales people always in the office? Lost any good customers lately? Is the sales pipeline full?

“ Social” challenges

Finding time to turn good customers into advocates

Finding enough good customers

Creating opportunities for meaningful exchanges

Creating opportunities for prospects to find us

Need to automate time consuming tasks keeping you from creating advocates:

Creating attractive content appealing to good prospects

Responding to Leads Quickly, Correctly and Effectively

Closing more good deals efficiently

Automating the Acquisition Process Campaigns Leads Generates Converts into Opportunities Contacts Account Forecast Feeds Into Analyzed to determine success Traditional CRM

Automating the Conversation Process

Converting content into conversations

Extending conversations into collaborative experiences

Transforming experiences into meaningful relationships

Enter Social CRM

Where does that put us? Traditional CRM + Social CRM = REAL CRM

New Dimension to Traditional Focus Build quality business relationships Analyze the effectiveness of relationship-building activities (blogging, twittering, email marketing, etc.), and Create audacious content that grabs the attention of those you want to engage in conversations