Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Social CRM


Published on

Top Tips for a strong Social CRM Strategy.

  • Be the first to comment

Social CRM

  1. 1. Top Tips for a strong Social CRM Strategy Duncan Wood @sageukcrm
  2. 2. ACT! Sage CRM SalesLogix Sage and CRM
  3. 3. Have a conversation
  4. 4. Where do you put it on Covey (7 Habits)?
  5. 5. Statistics (March 2011) <ul><li>Twitter </li></ul><ul><ul><li>175 million users 230% up </li></ul></ul><ul><ul><li>95 million tweets per day 250% up </li></ul></ul><ul><li>LinkedIn </li></ul><ul><ul><li>100 million users 100% up </li></ul></ul><ul><li>Facebook </li></ul><ul><ul><li>640 million users – 40% increase in usage </li></ul></ul><ul><ul><li>200 million using mobile – 200% up </li></ul></ul>
  6. 6. My story <ul><li>Chris </li></ul>
  7. 7. Social stories – legends and lessons
  8. 8. Customer as hero
  9. 9. Community as Business Plan (from Christopher’s blog) <ul><li>Only 14 employees </li></ul><ul><li>Their business is 100% online - no stores, no physical presence, no call centers. </li></ul><ul><li>The community answers questions typically within 60 seconds and provides 24 hour a day response </li></ul>
  10. 10. When it goes wrong – Eurostar
  11. 11. Sage CRM Solutions – Social Media Tips Six tips, based on our work so far
  12. 12. Social media Tip 1 Understand the activity on your site traffic statistics before you do anything else. Choose appropriate metrics
  13. 13. Social media Tip 2 Don’t feel you need to use every Social Media channel either. Be selective.
  14. 14. Social media Tip 3 Get comfortable with it yourself. Use it in your personal life. Then set up the official channels for your business.
  15. 15. Social media Tip 4 Empower your people to be able to react quickly without layers of ‘approval’ Publish basic guidelines
  16. 16. Social media Tip 5 Define your level of engagement according to your ability to support it. It needs the support of the entire business.
  17. 17. Social media Tip 6 <ul><li>Are you adding value? </li></ul><ul><li>Follow </li></ul><ul><li>Author/Comment </li></ul><ul><li>Monitor </li></ul>
  18. 18. Where might it be going?
  19. 19. Have a conversation
  20. 20. Top Tips for a strong Social CRM Strategy Duncan Wood @sageukcrm