Social CRM on a shoestring

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My slides for today's Digital XPG (Expert Group) of Stichting Marketing session on Social CRM.

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Social CRM on a shoestring

  1. 1. Social CRMon a shoestring XPG Digital Marketing Clo Willaerts Yento, 24 May 2011
  2. 2. What is CRM?Customer Relationship Management● Strategy for overseeing clients and sales prospects● Technology to organise, automate, and synchronize business processes: ● sales activities, ● marketing, ● customer service, ● technical support
  3. 3. Social CRMChess Media Groups Guide to Understanding Social CRM:"Social CRM is based on the simple premise that you are able to interact with your customers based on their needs, not your rules."
  4. 4. Customer needs perception gap
  5. 5. Cluetrain [M]arkets are conversations. Their members communicate in language that is natural, open, honest, direct, funny and often shocking. Whether explaining or complaining, joking or serious, the human voice is unmistakably genuine. It cant be faked.
  6. 6. Social CRM tools
  7. 7. How I use social CRMCold calling [...], which used to be a backbone method in sales, will become less prominent. Rather than pick up the telephone and call someone we have never contacted before, we will pick up the telephone and call someone with whom we have had an established relationship via Twitter or Linkedln.‘The New Handshake’ (Joan C. Curtis and Barbara Giamanco)
  8. 8. Backup: Gmail contacts
  9. 9. Harvesting from LI
  10. 10. Harvesting from FB
  11. 11. Rapleafs social profile URL API e.g. ● Flowtown ● Gist ● Twitalyzer
  12. 12. Identity = what you share
  13. 13. Dossier
  14. 14. Alternative: Qwerly API key?
  15. 15. This presentation:Http://www.slideshare.net/bnox Questions?Clo.willaerts@sanomamedia.be Social media for business?Http://www.conversity.be/blog

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