• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Social CRM
 

Social CRM

on

  • 1,869 views

Social CRM details how social media software coupled with your internal databases can drive a highly optimized social media marketing program. Social media software options, content strategy & ...

Social CRM details how social media software coupled with your internal databases can drive a highly optimized social media marketing program. Social media software options, content strategy & execution and business processes are discussed in detail.

Statistics

Views

Total Views
1,869
Views on SlideShare
1,868
Embed Views
1

Actions

Likes
5
Downloads
150
Comments
0

1 Embed 1

http://www.linkedin.com 1

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Social CRM Social CRM Presentation Transcript

    • Social Media CRM
      What it should mean for your company and how to develop a process for successful execution
      6/29/2011
      Jamie Duklas
      Director of Social Media, Booyah Online Advertising
      @jduklas
      #OMSDEN #SCRM
    • About Booyah
      Social
      Media
      Mobile
      Online Display
      Search
      Marketing
      SEO
      Paid Search
      Shopping Engines
      Email
      Creative Services
      Local
      Paid Inclusion
      Shopping Engines
      #OMSDEN #SCRM
    • About Me
      I’m tall
      Lead the social media consulting practice at Booyah
      Board member, Social Media Club – Mile High
      Good at collecting student loans: MBA from University of Denver, undergrad from University of Wisconsin
      July 12 event: Social Media Panel featuring Southwest Airlines: http://www.facebook.com/event.php?eid=138238122921473
      #OMSDEN #SCRM
    • Social Media is Not Fun*
      Of course it can be, but…
      Start with a business goal!
      *Hopefully this presentation is at least a little fun
      #OMSDEN #SCRM
    • What is Social CRM?
      #OMSDEN #SCRM
    • Benefits (aka Why Bother)
      Optimized messaging across all customer touch points (sales, marketing, service)
      Increased customer retention
      New customer acquisition
      Product knowledge / customer insight
      Bottom line: smarter marketing & make more money
      #OMSDEN #SCRM
    • Leverage the Social Graph
      Consider social media a database
      Find the unique identifier to connect the information
      #OMSDEN #SCRM
    • Develop Social Media Maturity
      Collective Intellect
      #OMSDEN #SCRM
    • Essentials for Your Database
      Monitoring (data collection)
      Engagement history
      Customer profile (data connection)
      Internal CRM data
      #OMSDEN #SCRM
    • Social CRM: Business Process
      Engagement
      Data
      Marketing
      Monitoring
      Sales
      Social Graph
      (Customer Profile)
      Internal
      (Customer Profile)
      Customer
      Service
      #OMSDEN #SCRM
    • Social CRM: IT Process
      Data Collection
      Data Refinement
      Measure & Optimize
      Data Management
      • POS
      • Web
      • Other
      Central Data
      Rules
      Engine
      Operational
      (Tactical)
      Workflow
      Engage
      Text Mining
      Big Picture
      (Strategy)
      • Social Media
      • Client Social Community
      • Private Data
      Customer CRM
      (online ↔ offline)
      #OMSDEN #SCRM
    • Connect the Dots
      A complete view of customer interactions
      Communicate the way the customer wants
      #OMSDEN #SCRM
    • Break Down Data Silos
      Marketing
      Sales
      Customer
      Service
      Social
      Media
      Third-Party
      Data
      Unified Data
      Optimized Customer Engagement
      #OMSDEN #SCRM
    • Optimized Customer Engagement
      All customer touch points have the same data
      Communication is spread out
      Timed for best result
      Each interaction is documented
      A comprehensive customer profile
      #OMSDEN #SCRM
    • It Starts with Software…
      #OMSDEN #SCRM
    • It Doesn’t Have to be Fancy
      #OMSDEN #SCRM
    • Social CRM Software Costs
      A lot can be done with free software and their APIs
      Remember the Social Maturity Curve – start with monitoring
      Entry level software: $7,000 - 12,000 / year
      Sophisticated software: $20,000 - $100,000 / year
      #OMSDEN #SCRM
    • Change the Way You Communicate
      #OMSDEN #SCRM
    • People Talking to People
      Social Media is people talking to people
      The more you know about a person the more meaningful, timely and targeted your message can be
      #OMSDEN #SCRM
    • Before CRM
      A. No response, you’re not listening
      B. Respond. No data is recorded.
      #OMSDEN #SCRM
    • With CRM
      Problem
      Solved
      Data Added to Profile
      Business
      Intelligence
      #OMSDEN #SCRM
    • Reactive vs Proactive
      #OMSDEN #SCRM
    • Sales Prospecting
      Under-utilized part of social media
      Smart keyword targeting
      Lead people through the buying process
      #OMSDEN #SCRM
    • Develop an Engagement Strategy
      #OMSDEN #SCRM
    • Engagement Goals
      Reply in real-time if possible
      Set expectations
      Create action (drive clicks)
      Develop a formal process
      Track your engagement process
      Create dashboards & metrics to show success
      #OMSDEN #SCRM
    • Engagement Workflow
      Radian6
      #OMSDEN #SCRM
    • Customize Your Response to the Motive / Persona
      Social Media
      Monitoring
      Engagement
      Customize to the motive, in this case research with intent to buy. Drive action by including a link to a special offer.
      #OMSDEN #SCRM
    • Measure Your Engagement
      Social Media
      Monitoring
      Engagement
      Customize to the motive, in this case research with intent to buy. Drive action by including a link to a special offer.
      Measurement
      Track all your engagements, develop dashboards. Use analytics tracking and KPI metrics.
      #OMSDEN #SCRM
    • Measurement Dashboard
      SpredFast
      #OMSDEN #SCRM
    • ROI Pyramid
      #OMSDEN #SCRM
    • ROI
      Increased revenue through customer retention and new customer acquisition
      Smarter and streamlined marketing
      Efficiency (less customer service)
      Product and customer insight
      #OMSDEN #SCRM
    • Takeaway Points
      Start with a business goal
      Invest in social media software
      Connect the dots (data unity)
      Drive targeted, timely & meaningful conversation
      Be proactive and reactive
      #OMSDEN #SCRM
    • Thank You
      Social Media CRM
      What it should mean for your company and how to develop a process for successful execution
      Jamie Duklas
      Director of Social Media, Booyah Online Advertising
      jduklas@booyahadvertising.com (303) 345-6634
      @jduklas
      www.linkedin.com/in/jamieduklas
      http://social-media-strategist.com
      Facebook.com/Booyah
      Twitter.com/BooyahAgency
      #OMSDEN #SCRM