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Social Media & Social CRM Presentation

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Presentation detailing the basics of what social media is, what the basic fundamentals are to understanding how to use it effectively. & a brief introduction into what Social CRM is, and how your …

Presentation detailing the basics of what social media is, what the basic fundamentals are to understanding how to use it effectively. & a brief introduction into what Social CRM is, and how your business should start implementing it.

Published in: Technology, Business

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  • 1.  Participation: social media encourages contributions and feedback from everyone who is interested. It blurs the line between media and audience. Openness: most social media services are open to feedback and participation. They encourage voting, comments and the sharing of information. There are rarely any barriers to accessing and making use of content– password-protected content is frowned on.
  • 2.  Conversation: whereas traditional media is about “broadcast” media social media is better seen as a two-way conversation. Community: social media allows communities to form quickly and communicate effectively. Communities share common interests, such as a love of photography, a political issue or a favorites TV show. Connectedness: Most kinds of social media thrive on their connectedness, making use of links to other sites, resources and people.
  • 3. Search Social Publishing Networking Photo, Audio &Geo-tagging Video Social Media Virtual Microblog Worlds/Gaming Aggregators Interpersonal RSS Productivity apps
  • 4.  New products,  Comment on updates another blogs topic New projects Advancement in tech Lists of ideas, trends etc Top 10 XYZ List of relevant links Answer a Question
  • 5.  A corporate weblog is published and used by an organization to reach its organizational goals. The advantage of blogs is that posts and comments are easy to reach and follow due to centralized hosting and generally structured conversation threads. Currently, all major browsers (including Firefox, Opera, Safari and Internet Explorer 7) support RSS technology, which enables readers to easily read recent posts without actually visiting the blog, which is very useful for low-volume blogs. [1] Although there are many different types of corporate blogs, most can be categorized as either external or internal.
  • 6.  It is interactive, two way flow of communications. It is written in a conversational tone Is updated frequently Is part of a social network Creates a relationship with readers & Metisc Creates a transparency between customers, clients & Metisc Passion Sells, Humanizes Metisc
  • 7.  Be Transparent Be Authentic Get inside your blog readers mind Solicit feedback Don’t be offensive or take public risks on content Create engaging, fun and interesting content. If your board writing it don’t post it
  • 8. • Micro-blogging service.• You sign up and give yourself an identity such as mine Twitter.com/missCRMpixie.• You can then post 140 character text messages which may include hyperlinks, images etc.• You “Follow” users and they can follow you back”.• Every Twitter member can pass on or „retweet‟ other messages so that the reach of what you have to say is potentially huge and global.
  • 9. Setting up a Effective Twitter Profile• Use an eye catching & professional background.• Write an interesting bio.• Do not write “looking for a job” in the bio.• Share useful & engaging information such as opinions, links, photos, quotes etc.• Join a conversation, start a conversation• Use a good-looking, professional, interesting avatar
  • 10. No No‟s of Twitter• Dont say anything that could get you fired or prevent you from getting a job.• Dont live-tweet TV shows, #spoiler doesn‟t spot people reading your tweets• Dont forget the Twitter lingo: RT is retweet, and @name is how you respond or give props to someone. Feel free to be generous with both your RTs and your @s.• Dont tweet drunk! Ever, this could and often is disastrous
  • 11. No No‟s of Twitter• Dont tell us about something cool or life-changing without a link or picture• Dont retweet something and leave off the original Twitter poster• Dont ignore people who send you a direct message or a reply• Dont #hashtag every topic. After a while, your topics will be ignored.• Dont whine about people not following you,
  • 12. Ask Questions, Discover new trends, sites, Get news and directions gossip. Raise awareness Ask for about Twitter advice somethingINTERESTING Promote your projects, events, Networking products and updates Personal Give branding Feedback
  • 13. What is LinkedIn?• Social Networking site for business professional.• LinkedIn is the most restrictive social network.• Built on the 6 degrees of separation concept (but only uses three)• Only members who are in direct contact can message each other, if you want to meet someone outside your “circle” you need to be introduced.• LinkedIn Groups is a great area to look for work, which isn‟t on sites such as Seek & Career One
  • 14. Join groupsInvite friends, family,colleagues, vendors…Use all the varieties ofLinkedIn searchUse Google search – Itsearches all of LinkedIn
  • 15. The traditional customer is the one we all were as recently as a decade ago. We bought products and services and based our decisions on utility and price. We communicated with the companies we were dealing with by letter, phone call, and occasional e-mail, if they had the facility to dothat. But that customer changed because of a social change in the early part of the millennium. The customer seized control of the business ecosystem and it was never the same.“ ~ Paul Greenberg, Author of CRM at the Speed of Light
  • 16.  Fastest growing sector for Internet use is communities (5.4% in a year) Member communities reach more internet users (66.8%) than email (65.1%) (Nielsen “Global Faces on Networked Places”) By 2010 over 60% of Fortune 1000 companies will have some form of online community deployed for CRM purposes (Gartner Group – “Business Impact of Social Computing on CRM)
  • 17. Slide by
  • 18. Slide by
  • 19. “By 2010 more than half of companies thathave established an online community will failto manage it as an agent of change, ultimatelyeroding customer value. Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be the biggest cause of failure.” ~ Gartner Group
  • 20. Created by Jeremiah Owyang and Ray Wang from Altimeter Group
  • 21. Dr. Natalie Petouhoff,
  • 22. Dr. Natalie Petouhoff,
  • 23.  Social CRM starts before social media As with E2.0, we are just scratching the surface Time to start looking deeper and beyond just social tools. Time to start looking at business integration and strategy (let’s get real) Technology is an enabler but SCRM is a strategy SCRM is an evolution of CRM, not a replacement Frameworks and models are still adapting and changing (and this will continue) Find what works for your company End game should be to develop a social business There is still a long road ahead

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