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Social CRM - Not Your Father's Customer Relationship Management


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Social CRM - Not Your Father's Customer Relationship Management

  1. 1. Brent Leary, CRM Essentials LLC Social CRM: Not Your Father’s Customer Relationship Management
  2. 2. What Is Customer Relationship Management? <ul><li>CRM is your approach and attitude for finding , captivating and keeping good customers... AND its strategy for being found by them . </li></ul>
  3. 3. Defining CRM – Traditionally Speaking
  4. 4. High Level Challenges Are you having problems responding to customer requests? Are you losing to competitors? Are you closing enough deals? Do email campaigns work for you? Having trouble finding customer information quickly? Any issues sharing customer Information across the company? Are your sales people always in the office? Lost any good customers lately? Is the sales pipeline full?
  5. 5. “ Social” challenges <ul><li>Finding time to turn good customers into advocates </li></ul><ul><li>Finding enough good customers </li></ul><ul><li>Creating opportunities for meaningful exchanges </li></ul><ul><li>Creating opportunities for prospects to find us </li></ul><ul><li>Need to automate time consuming tasks keeping you from creating advocates: </li></ul><ul><ul><li>Creating attractive content appealing to good prospects </li></ul></ul><ul><ul><li>Responding to Leads Quickly, Correctly and Effectively </li></ul></ul><ul><ul><li>Closing more good deals efficiently </li></ul></ul>
  6. 6. Automating the Acquisition Process Campaigns Leads Generates Converts into Opportunities Contacts Account Forecast Feeds Into Analyzed to determine success Traditional CRM
  7. 7. Automating the Conversation Process <ul><li>Converting content into conversations </li></ul><ul><li>Extending conversations into collaborative experiences </li></ul><ul><li>Transforming experiences into meaningful relationships </li></ul>Enter Social CRM
  8. 8. Where does that put us? Traditional CRM + Social CRM = REAL CRM
  9. 10. New Dimension to Traditional Focus Build quality business relationships Analyze the effectiveness of relationship-building activities (blogging, twittering, email marketing, etc.), and Create audacious content that grabs the attention of those you want to engage in conversations <ul><li>Social Adds... </li></ul><ul><li>Playing easy to get </li></ul><ul><li>Dale Carnegie 2.0 </li></ul><ul><li>The Three As </li></ul><ul><ul><li>A utomation </li></ul></ul><ul><ul><li>A nalysis </li></ul></ul><ul><ul><li>A udacity </li></ul></ul>
  10. 11. Automation, Analysis & Audacity
  11. 12. <ul><li>“ People like doing business with people they like … </li></ul>Social CRM Basics … and love doing business with people they trust!”
  12. 13. <ul><li>How do you get people to like you when… </li></ul><ul><li>They don’t know you exist </li></ul><ul><li>They don’t live near you </li></ul>
  13. 14. Social CRM Example
  14. 15. Automating Content Creation & Distribution
  15. 16. A ccelerate Collaboration Wiki – Case Western Reserve University
  16. 17. Social Networking for Higher Ed
  17. 18. Twitter in the Classroom
  18. 19. Twitter in the Classroom
  19. 21. Analysis: The New Metric System 2008
  20. 22. Measuring Random Acts of Web Socialism <ul><li>• Brand driven sessions </li></ul><ul><ul><li>Either originating directly or from “branded” search terms </li></ul></ul><ul><ul><li>• “ brent leary” , “crm blog” , “social crm” , etc . </li></ul></ul><ul><ul><li>• anyone coming directly or searching for my name is already fairly engaged </li></ul></ul><ul><li>Measured events </li></ul><ul><ul><li>Pre-determined non-commerce events </li></ul></ul><ul><ul><li>• Email me , comment on my blog , download a PDF , Digg me , StumbleUpon me , Mixx me , etc . </li></ul></ul>
  21. 23. Feedburner
  22. 25. Tweetburner
  23. 26. Monologue or Dialogue?
  24. 28. The Audacity of CRM
  25. 30. Custom YouTube Channels – UC Berkeley
  26. 31. Custom YouTube Channels – UC Berkeley
  27. 32. iTunes U.
  28. 34. Second Life in Higher Ed
  29. 35. Second Life in Higher Learning
  30. 36. Pyramid of Customer Loyalty
  31. 37. New Tools of the Trade
  32. 38. Thank You! <ul><li>Brent Leary </li></ul><ul><li>[email_address] </li></ul><ul><li>Blog </li></ul><ul><ul><li>WWW.BRENTLEARY.COM </li></ul></ul>For More Show Info: