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ALT-Invest real world social crm use cases

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This is the slide deck used for our Real World Social CRM Uses Cases presentation at SugarCon 2010.

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ALT-Invest real world social crm use cases

  1. 1. Real World Social CRM Use Cases Josh Sweeney
  2. 2. <ul><li>A consulting company that focuses on making other consulting companies successful through staff and service augmentation. </li></ul>www.ALT-Invest.net Background:
  3. 3. Inside Sales Enterprise Sales Background:
  4. 4. <ul><li>Built the first Twitter to CRM integration </li></ul><ul><li>Consulted companies on social integrations and the use cases </li></ul><ul><li>Majority of my work was focused on B2B </li></ul>What qualifies me as a Social CRM expert?
  5. 5. <ul><li>Real World Social CRM Use Cases </li></ul><ul><li>Specific Business Use Cases </li></ul>In this presentation…
  6. 6. How many of you work in the SMB space? Small to Medium Businesses: 0-999 Employees Poll…
  7. 7. How many people do B 2 B transactions? Poll…
  8. 8. Use Case 1: Personal Connection Recurring Sales
  9. 9. Sales Person Bill ( Telecom Sales ) Client Ron ( Telecom Engineer ) Use Case 1: Personal Connection Recurring Purchases
  10. 10. Bill makes notes in CRM about Ron Example: Two children Motorcycle racing Use Case 1: Personal Connection
  11. 11. Bill makes notes in CRM about Ron Example: Two children Motorcycle racing Use Case 1: Personal Connection
  12. 12. Use Case 1: Personal Connection The Solution: Real Time Data
  13. 13. Use Case 1: Personal Connection
  14. 14. Use Case 1: Personal Connection
  15. 15. Use Case 1: Personal Connection
  16. 17. <ul><li>Traveling </li></ul><ul><li>Health </li></ul><ul><li>Attending Conferences/Meetings </li></ul><ul><li>Comments on Presentations </li></ul>Other Updates : Use Case 1: Personal Connection
  17. 18. Issues: : <ul><li>How many people update social networks? </li></ul><ul><li>Finding Contacts on Social Networks </li></ul>Use Case 1: Personal Connection
  18. 19. 15 Million active Twitterers - 35 Million users update Facebook each day – LinkedIn 50 million users – User Metrics: Use Case 1: Personal Connection
  19. 20. Everyone who has time to find and enter contact Id’s from each social network raise their hand. Use Case 1: Personal Connection
  20. 21. Each Contact For Each Social Network Use Case 1: Personal Connection
  21. 22. 3 rd Party Service Automation: A Contact is Added Use Case 1: Personal Connection
  22. 23. Use Case 2: Shortest Optimal Path Traditional Sales Social CRM Integrations can Change This
  23. 24. John – ( Sales ) Marketing Automation Samir – C Corp VP of Marketing John’s Target Use Case 2: Shortest Optimal Path
  24. 25. Use Case 2: Shortest Optimal Path
  25. 26. <ul><li>Problem with Linked In: :: </li></ul><ul><li>It isn’t readily available in CRM </li></ul><ul><li>It doesn’t weigh the optimal route for the introduction across all networks </li></ul>Use Case 2: Shortest Optimal Path
  26. 27. A B John Samir Use Case 2: Shortest Optimal Path
  27. 28. Multidimensional Scale: <ul><li>Most Influential Ratings </li></ul><ul><li>Number of Followers </li></ul><ul><li>Linked In Recommendations </li></ul><ul><li>Other Helpful Criteria </li></ul>Use Case 2: Shortest Optimal Path
  28. 29. Automation is Straightforward Use Case 2: Shortest Optimal Path
  29. 30. Use Case 3: Enhance Consumer Interactions <ul><li>Problem with Products </li></ul><ul><li>Rating Products </li></ul><ul><li>Researching for Purchase </li></ul>
  30. 31. Great Customer Support! Use Case 3: Enhance Consumer Interactions Best Possible Support Social Support Queue
  31. 32. Researching BI Tools Whitepaper Use Case 3: Enhance Consumer Interactions Sales Guidance
  32. 33. Can’t get product X to work. Love using product X!. Comparing product X to competitors. Support Marketing Sales Use Case 3: Enhance Consumer Interactions Route And Manage Filtered Updates Queue Route
  33. 34. Can’t get product X to work. Support How may I assist? Use Case 3: Enhance Consumer Interactions Example: Monitoring Product X
  34. 35. <ul><li>Reach Out On Their Terms </li></ul><ul><li>Don’t Make Them Do Extra Work </li></ul><ul><li>Be Timely. </li></ul>Use Case 3: Enhance Consumer Interactions Key Points
  35. 36. <ul><li>Support Metrics: </li></ul><ul><li>Time Spent On The Issue </li></ul><ul><li>Response Time </li></ul><ul><li>Other Key Indicators </li></ul>Use Case 3: Enhance Consumer Interactions
  36. 37. Researching BI Solutions Bob Matthew BI Consultant Shopper Use Case 3: Enhance Consumer Interactions Sales and Presales
  37. 38. Researching BI Solutions Bob Matthew Use Case 3: Enhance Consumer Interactions Without Monitoring Social Networks
  38. 39. Use Case 3: Enhance Consumer Interactions Support Is Overwhelmed
  39. 40. Looking at Various BI Tools Looking at Various BI Tools Lead Use Case 3: Enhance Consumer Interactions Text Mining Social Updates And Route
  40. 41. Use Case 3: Enhance Consumer Interactions Lead Follow Up
  41. 42. Efficient Interactions Michael ( Trying to install X CMS) Jenny Having a difficult time installing X CMS Support Case Use Case 3: Enhance Consumer Interactions
  42. 43. Knowledge Base 3 rd Party Website Have you tried this tutorial? Use Case 3: Enhance Consumer Interactions Point a User to Data Jenny
  43. 44. Suggested Responses Having a difficult time installing X CMS Having a difficult time installing X CMS <ul><li>Have you tried this tutorial “LINK”? </li></ul><ul><li>Can you provide environment details? </li></ul><ul><li>Which step is causing an issue? </li></ul><ul><li>Have you tried this tutorial “LINK”? </li></ul>Use Case 3: Enhance Consumer Interactions
  44. 45. Use Case 4: Integration into your portal Portals Are Social
  45. 46. Rank: 48 76 12 Use Case 4: Integration into your portal User Rankings Go Deeper Than Purchases
  46. 47. Jill Mike Use Case 4: Integration into your portal Sales See Them As Equals
  47. 48. Did you try? How do I? Use Case 4: Integration into your portal Look for the Assets Jill Mike
  48. 49. Use Case 4: Integration into your portal Acknowledge The Assets
  49. 50. <ul><li>Higher Priority in Queue </li></ul><ul><li>Discount on Renewal </li></ul><ul><li>A Simple Thank You </li></ul>Use Case 4: Integration into your portal Return The Favor
  50. 51. Use Case 4: Integration into your portal Enhances Shortest Optimal Path Selling A B F
  51. 52. Automation: Rank By Posts A B F 0 Posts 1000 Posts 800 Posts Use Case 4: Integration into your portal
  52. 53. Use Case 4: Integration into your portal Avg Length of Posts Avg Posts per Month Overall Sentiment of Posts A Better Ranking and Asset Notification
  53. 54. Use Case 4: Integration into your portal <ul><li>Obvious Benefit </li></ul><ul><li>Cost Effective </li></ul>Conclusion
  54. 55. Questions? Josh Sweeney Twitter: JoshSweeney Website: www.ALT-Invest.net

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