From Listening to ActionSocial CRM<br />July 20, 2011<br />Lou Ordorica<br />lou.ordorica@web-achiever.com<br />Alex Kwain...
Agenda<br /><ul><li>What is CRM? Social CRM?
3 Reasons Why Social CRM is Good for Your Business
5 Best Practices for Social CRM</li></li></ul><li>What is CRM? Social CRM?<br />CRM<br />Is a philosophy and a business st...
<ul><li>Integrate CRM with public social media services: Facebook, LinkedIn,  Twitter
Track online presence for contacts and customers
Track and manage corporate online presence
Ensure compliance
Act on social media updates
Manage outbound marketing messages
Find relationships for opportunitiesand companies</li></ul>Social<br />CRM<br />What Can You Do with Social CRM?<br />
3 Reasons <br />(and a successstory)<br />Why Social CRM is Good for Your Business<br />
April 30, 1975: Fall of Saigon<br />
130,000 Refugees Escaped Vietnam<br />
Hung Tran<br />
Trans Kickboxing Fitness <br />
2008: Recession Hits<br />
Fighting Back with Social Media<br />
Fighting Back with Social Media<br />
Fighting Back with Social Media<br />
Fighting Back with Social Media<br />
Selling<br />
Selling<br />
Success and Recognition<br />
Why Social CRM is Good for Your Business<br />It gives you a competitive edge.<br />
311 Million<br />164 Million<br />Estimated US Population<br />Estimated US Adult Internet Users<br />Source: Hubspot 100 ...
Source: Nielsen NetView, Nielsen VideoCensus, 2011<br />If All U.S. Internet Time Was Condensed Into One Hour<br />
In 2010, Almost 1.2 million SMBs Used Some Form of Social Media<br />Source: NielsenNetView, Nielsen VideoCensus, 2011<br />
Over Half of SMBs Say Facebook Helps Their Business<br />Source: Ad-ology, November 2010<br />
95%<br />85%<br />Percent tweets that are personal in nature<br />Percent tweets with original content<br />Source: 360i.c...
Businesses<br /><ul><li>Make Money
Build Relationships
Deliver Value</li></ul>Customers<br /><ul><li>Higher Satisfaction
More Convenience
Improved lifestyle</li></ul>Social Media Benefits Businesses and Customers<br />
Why Social CRM is Good for Your Business<br />It gives you a competitive edge.<br />It brings you closer to your customers...
Business Value<br />Challenges<br />Training<br />Selling<br />Compliancy<br />Supporting Customers<br />Silos<br />Runnin...
“We’ve moved from the transaction to the interaction with customers, though we haven’t eliminated the transaction or the d...
A Strategy is a Set of Choices We Make …<br />When …	<br />What …	<br />How …<br />is it time to change?<br />has to happe...
Upcoming SlideShare
Loading in...5
×

From Listening to Action: Social CRM

1,125

Published on

Social media is rapidly becoming key to business communications. Yet, most organizations lack a strategy to facilitate this social system. This is where Social CRM can help. Make social media work for you - generate leads, market your events, recognize issues, and enhance customer relationships.

Published in: Business, Technology
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,125
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
18
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide
  • Using a story, data, and use cases, today you will understand 3 reasons why social CRM is good for your business.
  • Using a story, data, and use cases, today you will understand 3 reasons why social CRM is good for your business.
  • Spend time here talking about Tran. Family, colorado education, love of martial arts learned from his father.
  • Tran has passion and drive for education, martial arts, and fitness.
  • OBSTACLES to success.
  • Establish the TRANsformation brand online. Social Media tips – call to action: rate, comment, subscribe. Earned media: favorable publicity gained through promotional efforts other than advertising.
  • Frequent video messages. Personally answers all responses.
  • Spirit of generosity – lots of sharing. And, brand reinforcement.
  • Twitter is another vehicle to share free content. Gain more earned media.
  • Social media channels drive to products.
  • Social media channels drive to products.
  • 2010 Boulder Chamber of Commerce Gold Award Winner. Why was Tran successful? What are the consumer and business mega-trends he tapped into, and how can we apply these insights to succeed in our own businesses?
  • The number of people who visit social media sites increased by 24% this yearPeople spent 66% more time on these sites this year
  • 46% increase from the year before
  • Remind people of how Tran was successful.
  • Use the Outlook address book example. Leverage existing tools and flows to manage customer data and avoid having to learn another system.
  • From Listening to Action: Social CRM

    1. 1. From Listening to ActionSocial CRM<br />July 20, 2011<br />Lou Ordorica<br />lou.ordorica@web-achiever.com<br />Alex Kwain<br />AKwain@cdcsoftware.com<br />With contributions from Hung Tran and Steve Wilton<br />
    2. 2. Agenda<br /><ul><li>What is CRM? Social CRM?
    3. 3. 3 Reasons Why Social CRM is Good for Your Business
    4. 4. 5 Best Practices for Social CRM</li></li></ul><li>What is CRM? Social CRM?<br />CRM<br />Is a philosophy and a business strategy, <br />Supported by a system and a technology, <br />Designed to improve human interactions in a business environment.<br />Social CRM<br />Is a philosophy and a business strategy, <br />Supported by a technology platform, business rules, workflow, processes and social characteristics. <br />It is designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment<br />Social CRM – a business strategy to facilitate social systems<br />Source: Paul Greenberg, “CRM Guru”<br />
    5. 5. <ul><li>Integrate CRM with public social media services: Facebook, LinkedIn, Twitter
    6. 6. Track online presence for contacts and customers
    7. 7. Track and manage corporate online presence
    8. 8. Ensure compliance
    9. 9. Act on social media updates
    10. 10. Manage outbound marketing messages
    11. 11. Find relationships for opportunitiesand companies</li></ul>Social<br />CRM<br />What Can You Do with Social CRM?<br />
    12. 12. 3 Reasons <br />(and a successstory)<br />Why Social CRM is Good for Your Business<br />
    13. 13. April 30, 1975: Fall of Saigon<br />
    14. 14. 130,000 Refugees Escaped Vietnam<br />
    15. 15. Hung Tran<br />
    16. 16. Trans Kickboxing Fitness <br />
    17. 17. 2008: Recession Hits<br />
    18. 18. Fighting Back with Social Media<br />
    19. 19. Fighting Back with Social Media<br />
    20. 20. Fighting Back with Social Media<br />
    21. 21. Fighting Back with Social Media<br />
    22. 22. Selling<br />
    23. 23. Selling<br />
    24. 24. Success and Recognition<br />
    25. 25. Why Social CRM is Good for Your Business<br />It gives you a competitive edge.<br />
    26. 26. 311 Million<br />164 Million<br />Estimated US Population<br />Estimated US Adult Internet Users<br />Source: Hubspot 100 Awesome Marketing Stats, Charts, & Graphs<br />More than Half of All US Residents Are Online<br />
    27. 27. Source: Nielsen NetView, Nielsen VideoCensus, 2011<br />If All U.S. Internet Time Was Condensed Into One Hour<br />
    28. 28. In 2010, Almost 1.2 million SMBs Used Some Form of Social Media<br />Source: NielsenNetView, Nielsen VideoCensus, 2011<br />
    29. 29. Over Half of SMBs Say Facebook Helps Their Business<br />Source: Ad-ology, November 2010<br />
    30. 30. 95%<br />85%<br />Percent tweets that are personal in nature<br />Percent tweets with original content<br />Source: 360i.com Whitepaper on Twitter Usage July 2010 <br />Twitter Allows Businesses to Learn about Their Customers <br />
    31. 31. Businesses<br /><ul><li>Make Money
    32. 32. Build Relationships
    33. 33. Deliver Value</li></ul>Customers<br /><ul><li>Higher Satisfaction
    34. 34. More Convenience
    35. 35. Improved lifestyle</li></ul>Social Media Benefits Businesses and Customers<br />
    36. 36. Why Social CRM is Good for Your Business<br />It gives you a competitive edge.<br />It brings you closer to your customers.<br />
    37. 37. Business Value<br />Challenges<br />Training<br />Selling<br />Compliancy<br />Supporting Customers<br />Silos<br />Running the business<br />Keeping Up<br />Social Media Challenges Businesses<br />
    38. 38. “We’ve moved from the transaction to the interaction with customers, though we haven’t eliminated the transaction or the data associated with it.”<br />Paul Greenberg<br />How CRM is Evolving<br />
    39. 39. A Strategy is a Set of Choices We Make …<br />When … <br />What … <br />How …<br />is it time to change?<br />has to happen, and when?<br /> to make money?<br />… in Order to Be Successful in the Future<br />
    40. 40. When … <br />What … <br />How …<br />Start Now!<br />Listening<br />Training<br />Trials<br />Social CRM Tools<br />Social CRM Next Steps<br />
    41. 41. Lead Generation<br />Customer Loyalty<br />Opportunistic Sales and Marketing<br />Social CRM<br />Customer Support<br />Business Intelligence<br />Social CRM Use Cases<br />
    42. 42. Integrates Social Media<br />Leverages Existing Tools <br />Builds on Existing Skills<br />Integrates with Your Business Workflows<br />Social CRM for Your Business<br />
    43. 43. Why Social CRM is Good for Your Business<br />It gives you a competitive edge.<br />It brings you closer to your customers.<br />It provides you opportunities.<br />
    44. 44. Five Best Practices for Social CRM<br />Treat Social CRM as Part of Your Overall CRM Strategy<br />How do we get there from here?<br />First things first!<br />Holistic approach<br />
    45. 45. Five Best Practices for Social CRM<br />Treat Social CRM as Part of Your Overall CRM Strategy<br />Prioritize and Iterate<br />Where do I start?<br />MySpace anyone?<br />Trial<br />
    46. 46. Five Best Practices for Social CRM<br />Treat Social CRM as Part of Your Overall CRM Strategy<br />Prioritize and Iterate<br />Integrate Social CRM into User Workflows<br />Don’t reinvent the wheel<br />What are we doing today?<br />Now where do I go for social?<br />
    47. 47. Five Best Practices for Social CRM<br />Treat Social CRM as Part of Your Overall CRM Strategy<br />Prioritize and Iterate<br />Integrate Social CRM into User Workflows<br />Focus on Value<br />What have you done for me lately?<br />
    48. 48. Five Best Practices for Social CRM<br />Treat Social CRM as Part of Your Overall CRM Strategy<br />Prioritize and Iterate<br />Integrate Social CRM into User Workflows<br />Focus on Value<br />Keep One Eye on the Future<br />Journey, not a destination<br />What’s next?<br />
    49. 49. Five Best Practices for Social CRM<br />Treat Social CRM as Part of Your Overall CRM Strategy<br />Prioritize and Iterate<br />Integrate Social CRM into User Workflows<br />Focus on Value<br />Keep One Eye on the Future<br />
    50. 50. <ul><li>Lou Ordorica
    51. 51. lou@web-achiever.com
    52. 52. @lordorica
    53. 53. http://web-achiever.com
    54. 54. Alex Kwain
    55. 55. AKwain@cdcsoftware.com
    56. 56. http://www.cdcsoftware.com</li></ul>Thank You<br />
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×