BITB -- Social CRM


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Andrew Bagley's presentation at agencyside's "Back in the Black" account team training.

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  • Registration: sites that use Facebook Connect as an alternate to account registration have seen a 30-200% increase in registration on their sites.Engagement: sites with Facebook Connect see a 15-100% increase in reviews and other user generated contentTraffic: For each story published in Facebook, we see roughly 3 clicks back to the site.  Nearly half the stories in the Stream get clicked on. This creates opportunities for the site to encourage more user actions – knowing that each one may result in 3 new visits to their site. With other models like search, there’s nothing you can do to increase user traffic besides optimizing for keywords.Read more:
  • Facebook has the majority of share, but users want choice
  • Facebook has the majority of share, but users want choice
  • Facebook has the majority of share, but users want choice
  • allows each employee to spend up to $2000.00 a need on customer needs, if the employee's estimation, it is necessary (2009, Brock). Additionally, this company believes that workers should be trusted to resolve a customer issue to resolution, personally owning and if need be, shepherding the customer issue through various departments throughout the organization. This principle is communicated and reinforced throughout the entire company.
  • BITB -- Social CRM

    1. 1. Social CRM<br />
    2. 2. Definition<br />
    3. 3. 3 Takeaways<br />The secret to getting ROIout of Social is data<br />Personalization driven from Social CRM will be the best differentiator<br />We have to stop being reactive and start taking a proactive approach to social media<br />
    4. 4. What it is | Jay Baer<br />“2011 will be the year that we begin to have a unified view of subscribers, fans, and followers. API-driven advances in CRM and databases will enable companies to better understand the full array of their digital marketing and social media relationships.”<br />
    5. 5. >> We’ve been talking about “one to one” marketing for 20 years. It’s finally here…<<<br />Jay Baer<br />THE NOW REVOLUTION (2010)<br />
    6. 6. >>It no longer makes economic sense to send an advertising message to the many, in hopes of persuading the few…<<<br />M. Lawrence Light<br />Former CMO McDonalds<br />
    7. 7. Why Social CRM<br />
    8. 8. Why Social CRM | Social CRM is a Win-Win<br />What’s in it for the customer<br />What’s in it for the brand<br />
    9. 9. Mapping users across the web<br />
    10. 10. Mapping Users Across the Web<br />Connected through professional e-mail<br />Connected through personal e-mail<br />
    11. 11. Social CRM<br />
    12. 12. Mapping Users Across the Web<br />$<br />
    13. 13. SSO is Preferred over New or Guest Account<br />Create a New Account 24%<br />Use Social Sign On 41%<br />Use Guest Account 35%<br />
    14. 14. Social Sign On<br />20-30% increase in Registrations with Social Sign On<br />
    15. 15. SSO<br />48% of respondents said I am more likely to buy at a site that automatically recognized me<br />Source: Janrain<br />
    16. 16.
    17. 17. Gather | Social Sign On<br />
    18. 18. Social Sign On<br />
    19. 19. Social Sign On<br />About Me<br />Addresses<br />Books<br />Current Location<br />Emails<br />Friends List<br />Interested In Meeting<br />Interests<br />Last Updated<br />Movies<br />Music<br />Organizations<br />Photos<br />Relationship Status<br />Status<br />TV Shows<br />URLs<br />
    20. 20. Social Sign On<br />About Me<br />Addresses<br />Books<br />Current Location<br />Emails<br />Friends List<br />Interested In Meeting<br />Interests<br />Last Updated<br />Movies<br />Music<br />Organizations<br />Photos<br />Relationship Status<br />Status<br />TV Shows<br />URLs<br />
    21. 21. Strategic approach<br />
    22. 22. Social CRM | Reactive/Proactive<br />Reactive<br />Proactive<br />Publish<br />Engage<br />Mine<br />Message<br />Assign<br />Cluster<br />
    23. 23. Gather | Gamification<br />ga-mi-fi-ca-tion<br />Integrating game dynamics into your site, service, community, content or campaign, in order to drive participation, loyalty and data collection<br />
    24. 24. Gather | Gamification<br />
    25. 25. Mine<br />Shopping|Experian<br />HHI|Zip Code<br />Marital Status|Facebook<br /><br />+<br />+<br />Employer|Facebook<br />Personality|Gamification<br />Preferences|Profile<br />+<br />+<br />
    26. 26. Cluster<br />Style: Modern<br />No Kids<br />Style: Traditional<br />Married<br />Style: Modern<br />2+ Kids<br />Style: Traditional<br />
    27. 27. RFM<br />R<br />F<br />M<br />
    28. 28. RFM<br />R<br />F<br />M<br />Recency - The length of time since the audience’s last desired behavior (page view, sign-up, survey completion, order, etc.).  Customers that have ____ recently are more likely to ____ again versus customers that have not _____ in a while.<br />
    29. 29. RFM<br />R<br />F<br />M<br /><ul><li>Frequency - The rate at which the audience is exhibiting those desired behaviors.  Customers that ____ frequently are more likely to ____ again than customers that have only ____ once or twice.</li></li></ul><li>RFM<br />R<br />F<br />M<br /><ul><li>Monetary Value - The sum of the value of the audience’s desired behaviors. Customers that have ____ the most in total are more likely to ____ again</li></li></ul><li>examples<br />
    30. 30. Examples<br />
    31. 31. Getting Started<br />
    32. 32. The Road Map<br />
    33. 33. THANK YOU.<br /><br />@sitewireagency<br /><br /><br />
    34. 34. Social CRM Players<br />