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From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
From Listening to Action: Social CRM
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From Listening to Action: Social CRM

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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 …

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.

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  • 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.
  • Transcript

    • 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. Agenda<br /><ul><li>What is CRM? Social CRM?
    • 3. 3 Reasons Why Social CRM is Good for Your Business
    • 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. <ul><li>Integrate CRM with public social media services: Facebook, LinkedIn, Twitter
    • 6. Track online presence for contacts and customers
    • 7. Track and manage corporate online presence
    • 8. Ensure compliance
    • 9. Act on social media updates
    • 10. Manage outbound marketing messages
    • 11. Find relationships for opportunitiesand companies</li></ul>Social<br />CRM<br />What Can You Do with Social CRM?<br />
    • 12. 3 Reasons <br />(and a successstory)<br />Why Social CRM is Good for Your Business<br />
    • 13. April 30, 1975: Fall of Saigon<br />
    • 14. 130,000 Refugees Escaped Vietnam<br />
    • 15. Hung Tran<br />
    • 16. Trans Kickboxing Fitness <br />
    • 17. 2008: Recession Hits<br />
    • 18. Fighting Back with Social Media<br />
    • 19. Fighting Back with Social Media<br />
    • 20. Fighting Back with Social Media<br />
    • 21. Fighting Back with Social Media<br />
    • 22. Selling<br />
    • 23. Selling<br />
    • 24. Success and Recognition<br />
    • 25. Why Social CRM is Good for Your Business<br />It gives you a competitive edge.<br />
    • 26. 311 Million<br />164 Million<br />Estimated US Population<br />Estimated US Adult Internet Users<br />Source: Hubspot 100 Awesome Marketing Stats, Charts, &amp; Graphs<br />More than Half of All US Residents Are Online<br />
    • 27. Source: Nielsen NetView, Nielsen VideoCensus, 2011<br />If All U.S. Internet Time Was Condensed Into One Hour<br />
    • 28. In 2010, Almost 1.2 million SMBs Used Some Form of Social Media<br />Source: NielsenNetView, Nielsen VideoCensus, 2011<br />
    • 29. Over Half of SMBs Say Facebook Helps Their Business<br />Source: Ad-ology, November 2010<br />
    • 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. Businesses<br /><ul><li>Make Money
    • 32. Build Relationships
    • 33. Deliver Value</li></ul>Customers<br /><ul><li>Higher Satisfaction
    • 34. More Convenience
    • 35. Improved lifestyle</li></ul>Social Media Benefits Businesses and Customers<br />
    • 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. 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. “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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. <ul><li>Lou Ordorica
    • 51. lou@web-achiever.com
    • 52. @lordorica
    • 53. http://web-achiever.com
    • 54. Alex Kwain
    • 55. AKwain@cdcsoftware.com
    • 56. http://www.cdcsoftware.com</li></ul>Thank You<br />

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