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 .

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

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

Converting content into conversations

Extending conversations into collaborative experiences

Transforming experiences into meaningful relationships

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 Social Adds... Playing easy to get Dale Carnegie 2.0 The Three As A utomation A nalysis A udacity

Social Adds...

Playing easy to get

Dale Carnegie 2.0

The Three As

A utomation

A nalysis

A udacity

Automation, Analysis & Audacity

“ People like doing business with people they like … Social CRM Basics … and love doing business with people they trust!”

“ People like doing business with people they like …

How do you get people to like you when… They don’t know you exist They don’t live near you

How do you get people to like you when…

They don’t know you exist

They don’t live near you

Social CRM Example

Automating Content Creation & Distribution

A ccelerate Collaboration Wiki – Case Western Reserve University

Social Networking for Higher Ed

Twitter in the Classroom

Twitter in the Classroom

Analysis: The New Metric System WebAnalyticsDemystified.com 2008

Measuring Random Acts of Web Socialism • Brand driven sessions Either originating directly or from “branded” search terms • “ brent leary” , “crm blog” , “social crm” , etc . • anyone coming directly or searching for my name is already fairly engaged Measured events Pre-determined non-commerce events • Email me , comment on my blog , download a PDF , Digg me , StumbleUpon me , Mixx me , etc .

• Brand driven sessions

Either originating directly or from “branded” search terms

• “ brent leary” , “crm blog” , “social crm” , etc .

• anyone coming directly or searching for my name is already fairly engaged

Measured events

Pre-determined non-commerce events

• Email me , comment on my blog , download a PDF , Digg me , StumbleUpon me , Mixx me , etc .

Feedburner

Tweetburner

Monologue or Dialogue?

The Audacity of CRM

Custom YouTube Channels – UC Berkeley

Custom YouTube Channels – UC Berkeley

iTunes U.

Second Life in Higher Ed

Second Life in Higher Learning

Pyramid of Customer Loyalty

New Tools of the Trade del.icio.us

Thank You! Brent Leary [email_address] Blog WWW.BRENTLEARY.COM For More Show Info: www.BusinessTechnologyRadio.com

Brent Leary

[email_address]

Blog

WWW.BRENTLEARY.COM