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