Social CRM
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Social CRM

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Customer relationship management and Social media

Customer relationship management and Social media

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Social CRM Presentation Transcript

  • 1. WHERE TRADITIONAL CRM MEETS SOCIALADMA | 27th May 2011
  • 2. /ADMATo get in contact , connect with me on LinkedIn: http://www.linkedin.com/in/emilyryan1
  • 3. /ADMATHE LANDSCAPE
  • 4. /ADMA Social media are primarily Internet andmobile-based tools forsharing and discussing information and content amongst people
  • 5. THE FACTS /ADMA• There are roughly 13.4 million regular social media users in Australia1• 70.6% of Australian online usersregularaccessed a memberThere are roughly 13.4 million have social media community site1 in Feb 20112users in Australia• 61.5% of Australian online users now use Facebook370.6% of Australian online users have accessed a member• There are 866,520 20112community site in Feb facebook users in WA, April 20114IMAGE CREDIT: http://furnishedapartments.net.au/wp-content/uploads/2010/08/map-of-Australia.jpg
  • 6. 61.5% of Australian online users now useFacebook3There are 866,520 facebook users in WA, April20114IMAGE CREDIT: http://pamoirs.files.wordpress.com/2008/11/facebook-friends.jpg
  • 7. 2 million Australians check facebook beforethey get out of bed
  • 8. 25 hours and 17 mins - the time it took CharlieSheen to reach 1 million Twitter followers 8
  • 9. MOST ONLINE AUSTRALIAN ADULTS USE SOCIAL /ADMAMEDIA AT LEAST WEEKLY
  • 10. TRUSTED STRANGERS• 90% of people trust recommendations from people they know• 70% trust consumer opinion posted online• Word of mouth helps 53% of people make purchase decisions• Only 56% of people trust advertisementsSource: NIELSEN “TRUST IN ADVERTISING” REPORT, JULY 2009, e-marketer
  • 11. /ADMACRM entails all aspects of interaction that a companyhas with its customer, whether it is sales or service-related.
  • 12. /ADMATRADITIONAL TODAY
  • 13. /ADMASocial CRM represents a continuing journey byorganizations to deliver the right customer experienceat the right time…It’s fundamentally how to and where to reengage withcustomers in both social channels and the traditionalworld.Credit: R Wang, Jeremiah Owyang, Altimeter, Social CRM Use Cases: 5Ms and Marketing, April 2010
  • 14. /ADMAGETTING YOUR ORGANISATION READY
  • 15. /ADMAA METHODICAL APPROACH Listen Evolve Goals Promote Management Planning Team Develop Strategy Educate
  • 16. WHERE DO YOU THINK A LOT OF /ADMAMARKETERS BEGIN? Listen Goals & Evolve Opportunity Promote “Let’s start a facebook page” Management Planning Team “Let’s create a blog” “Let’s get onto twitter” Develop Strategy Educate
  • 17. /ADMA 1: LISTEN: Instead of ‘just jumping in’ brands are learning how people are using social media in their categoryIMAGE CREDIT: http://www.promediaklipsch.com/wp-content/uploads/monkey-with-headphones.jpg
  • 18. PROFILE YOUR CUSTOMERS /ADMAhttp://www.forrester.com/empowered/tool_consumer.html
  • 19. 2: SETTING SOCIAL CRM GOALS /ADMASocial Customer • Understanding customer needs and social Insights media behaviour • Extend reach and interactivity of yourSocial Marketing marketing messages •Leverage enthusiastic customers and using Social Sales them to persuade othersSocial Service •Provide customer support through social channels and Making it possible for customers and Support to help each other Social •Turning customers into a resource for innovation (collaboration and crowdsourcing) Innovation Credit: Forrester Research
  • 20. 3: COMMIT TO RESOURCES & ROLES /ADMA Program Technology Support Social Leader Correspondent
  • 21. 4: PLANNING THE CONVERSATION /ADMAConversation Theme Content Plan Media Channels Influencers Issues Management
  • 22. 4: ISSUES MANAGEMENT /ADMA . “To be prepared is half the victory” Miguel De Cervantes
  • 23. /ADMAWHO’S DOING IT SUCCESSFULLY
  • 24. GATORADE MISSION CONTROL /ADMASocial Customer • Understanding customer needs and social Insights media behaviour
  • 25. THE FORD STORY /ADMASocial Customer • Understanding customer needs and social Insights media behaviour Social •Turning customers into a resource for Innovation innovation (collaboration and crowdsourcing
  • 26. FORD FIESTA AGENTS /ADMA •Leverage enthusiastic customers and using Social Sales them to persuade others
  • 27. INTERFLORA /ADMA • Extend reach and interactivity of yourSocial Marketing marketing messages
  • 28. KLM ROYAL DUTCH AIRLINES • Extend reach and interactivity of yourSocial Marketing marketing messages
  • 29. TWELPFORCE /ADMA Social Service •Provide customer support through social channels and Making it possible for customers and Support to help each other
  • 30. OLD SPICE
  • 31. OLD SPICE RESPONSES • Extend reach and interactivity of yourSocial Marketing marketing messages
  • 32. OLD SPICE SUPERFAN • Extend reach and interactivity of yourSocial Marketing marketing messages
  • 33. UNIQLO’S LUCKY CAMPAIGN •Leverage enthusiastic customers and using Social Sales them to persuade others
  • 34. HIPPO FIGHT HUNGER /ADMA •Leverage enthusiastic customers and using Social Sales them to persuade others
  • 35. LEVIS FRIENDS STORE •Leverage enthusiastic customers and using Social Sales them to persuade others
  • 36. BE THE BUYER •Leverage enthusiastic customers and using Social Sales them to persuade others
  • 37. KEY TAKE AWAYS • Listen • Be prepared • Be social To get in contact , connect with me on LinkedIn: • Real-time http://www.linkedin.com/in/emilyryan1