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Social CRM

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Top Tips for a strong Social CRM Strategy.

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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>http://bit.ly/socStats
  6. 6. My story <ul><li>Chris </li></ul>
  7. 7. Social stories – legends and lessons
  8. 8. Customer as hero http://bit.ly/KachiWachi
  9. 9. Community as Business Plan http://bit.ly/GiffGaffbyCCarchi (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 http://bit.ly/EuroStar2009
  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

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