Social CRM involves using social media data and insights to personalize customer experiences. It allows companies to take a proactive rather than reactive approach by understanding customers across different online interactions and channels. Successful Social CRM requires integrating these digital insights into existing CRM systems to deliver a unified view of customers.

1. Social CRM

2. Definition

3. 3 TakeawaysThe secret to getting ROIout of Social is dataPersonalization driven from Social CRM will be the best differentiatorWe have to stop being reactive and start taking a proactive approach to social media

4. What it is | Jay Baer“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.”

5. >> We’ve been talking about “one to one” marketing for 20 years. It’s finally here…<<Jay BaerTHE NOW REVOLUTION (2010)

6. >>It no longer makes economic sense to send an advertising message to the many, in hopes of persuading the few…<<M. Lawrence LightFormer CMO McDonalds

7. Why Social CRM

8. Why Social CRM | Social CRM is a Win-WinWhat’s in it for the customerWhat’s in it for the brand

9. Mapping users across the web

10. Mapping Users Across the WebConnected through professional e-mailConnected through personal e-mail

11. Social CRM

12. Mapping Users Across the Web$

13. SSO is Preferred over New or Guest AccountCreate a New Account 24%Use Social Sign On 41%Use Guest Account 35%

14. Social Sign On20-30% increase in Registrations with Social Sign On

15. SSO48% of respondents said I am more likely to buy at a site that automatically recognized meSource: Janrain

17. Gather | Social Sign On

18. Social Sign On

19. Social Sign OnAbout MeAddressesBooksCurrent LocationEmailsFriends ListInterested In MeetingInterestsLast UpdatedMoviesMusicOrganizationsPhotosRelationship StatusStatusTV ShowsURLs

20. Social Sign OnAbout MeAddressesBooksCurrent LocationEmailsFriends ListInterested In MeetingInterestsLast UpdatedMoviesMusicOrganizationsPhotosRelationship StatusStatusTV ShowsURLs

21. Strategic approach

22. Social CRM | Reactive/ProactiveReactiveProactivePublishEngageMineMessageAssignCluster

23. Gather | Gamificationga-mi-fi-ca-tionIntegrating game dynamics into your site, service, community, content or campaign, in order to drive participation, loyalty and data collection

24. Gather | Gamification

25. MineShopping|ExperianHHI|Zip CodeMarital Status|FacebookTom@gmail.com++Employer|FacebookPersonality|GamificationPreferences|Profile++

26. ClusterStyle: ModernNo KidsStyle: TraditionalMarriedStyle: Modern2+ KidsStyle: Traditional

27. RFMRFM

28. RFMRFMRecency - 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.

29. RFMRFMFrequency - 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.RFMRFMMonetary Value - The sum of the value of the audience’s desired behaviors. Customers that have ____ the most in total are more likely to ____ againexamples

30. Examples

31. Getting Started

32. The Road Map

33. THANK YOU.sitewire.com@sitewireagencyfacebook.com/sitewireyoutube.com/sitewire

34. Social CRM Players