Your SlideShare is downloading. ×
From Listening to Action: Social CRM
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Introducing the official SlideShare app

Stunning, full-screen experience for iPhone and Android

Text the download link to your phone

Standard text messaging rates apply

From Listening to Action: Social CRM

1,080
views

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 …

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
1,080
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
17
Comments
0
Likes
1
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
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.
  • 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