Kann man mit Social CRM Geld verdienen? Erfahren Sie anhand von 17+1 Unternehmensbeispielen aus dem Geschaeftsalltag moegliche Ansaetze für Ihren persönlichen Geschaeftserfolg mit Social CRM.
The document discusses Social CRM, providing examples of how companies can use social media monitoring, social connections, social intelligence, and visualization tools to engage customers across the sales lifecycle from identifying contacts to collaboration. It also outlines a Social CRM roadmap and recommendations for implementation, emphasizing how Social CRM can help drive business growth, optimize revenue, and enhance cross-selling and upselling opportunities.
2020 Social Decoding The Social In Social CRM2020 Social
The document discusses social media and social CRM strategies. It provides examples of how Dell leveraged different social media platforms like blogs, forums, Facebook, Twitter, and ideation platforms to engage customers at different levels. It also summarizes Dell's social media policies and workflows. The document outlines Dell's evolution from reactive to proactive social media strategies and how they built online communities around shared interests. It compares old campaign-centric approaches to new community-centric approaches for scaling passion.
The document discusses democratizing social CRM by making social customer data accessible to all enterprise applications, not just a select few, through the Buzzient API. It argues that social CRM should be available across both cloud and on-premise applications in a hybrid environment, rather than an all-or-nothing proposition. The API aims to give customers control and portability over their own social data, rather than locking them into specific vendor platforms.
1. The document discusses how social media and digital technology have revolutionized customer interactions by making them more social and participatory. It emphasizes that digital experiences will become the primary way customers engage with brands.
2. It provides five ideas for companies to consider in adapting to this new environment: 1) leverage user-generated content and advocacy, 2) harness influencer relationships, 3) make brands more human by adopting singular or multiple voices, 4) create new businesses from hidden assets, and 5) develop mobile and context-based digital experiences.
3. The key message is that digital is transforming customer relationships and companies must use it to get closer to their customers rather than just as an advertising channel. Personalized and
A presentation from the Salesforce Dreamforce 2012 conference, showing how service is the new marketing. The presentation offers best practices for social support from Deloitte and from Symantec.
Social CRM - Functional Architecture and Interactions FlowFabio Cipriani
Building long-lasting links with customer through innovative experience and co-generating value with them
Topics covered:
- Why Social CRM?
- Functional Architecture
- Flow and Value of Interactions
- What are CRM vendors doing to promote Social experience
- Pre-requisites and business questions
The document discusses social customer relationship management (Social CRM). It defines Social CRM as a business strategy supported by technology that is designed to engage customers in collaborative conversations to provide mutually beneficial value. Social CRM encompasses a broader range of online customer interactions than traditional CRM, including social media platforms. The document outlines different Social CRM software vendors and use cases, and discusses how Social CRM can complement and enrich traditional CRM approaches by engaging customers externally.
The document discusses Social CRM, providing examples of how companies can use social media monitoring, social connections, social intelligence, and visualization tools to engage customers across the sales lifecycle from identifying contacts to collaboration. It also outlines a Social CRM roadmap and recommendations for implementation, emphasizing how Social CRM can help drive business growth, optimize revenue, and enhance cross-selling and upselling opportunities.
2020 Social Decoding The Social In Social CRM2020 Social
The document discusses social media and social CRM strategies. It provides examples of how Dell leveraged different social media platforms like blogs, forums, Facebook, Twitter, and ideation platforms to engage customers at different levels. It also summarizes Dell's social media policies and workflows. The document outlines Dell's evolution from reactive to proactive social media strategies and how they built online communities around shared interests. It compares old campaign-centric approaches to new community-centric approaches for scaling passion.
The document discusses democratizing social CRM by making social customer data accessible to all enterprise applications, not just a select few, through the Buzzient API. It argues that social CRM should be available across both cloud and on-premise applications in a hybrid environment, rather than an all-or-nothing proposition. The API aims to give customers control and portability over their own social data, rather than locking them into specific vendor platforms.
1. The document discusses how social media and digital technology have revolutionized customer interactions by making them more social and participatory. It emphasizes that digital experiences will become the primary way customers engage with brands.
2. It provides five ideas for companies to consider in adapting to this new environment: 1) leverage user-generated content and advocacy, 2) harness influencer relationships, 3) make brands more human by adopting singular or multiple voices, 4) create new businesses from hidden assets, and 5) develop mobile and context-based digital experiences.
3. The key message is that digital is transforming customer relationships and companies must use it to get closer to their customers rather than just as an advertising channel. Personalized and
A presentation from the Salesforce Dreamforce 2012 conference, showing how service is the new marketing. The presentation offers best practices for social support from Deloitte and from Symantec.
Social CRM - Functional Architecture and Interactions FlowFabio Cipriani
Building long-lasting links with customer through innovative experience and co-generating value with them
Topics covered:
- Why Social CRM?
- Functional Architecture
- Flow and Value of Interactions
- What are CRM vendors doing to promote Social experience
- Pre-requisites and business questions
The document discusses social customer relationship management (Social CRM). It defines Social CRM as a business strategy supported by technology that is designed to engage customers in collaborative conversations to provide mutually beneficial value. Social CRM encompasses a broader range of online customer interactions than traditional CRM, including social media platforms. The document outlines different Social CRM software vendors and use cases, and discusses how Social CRM can complement and enrich traditional CRM approaches by engaging customers externally.
Tristan Bishop, Director of Digital Strategy at Symantec, presented on the importance of social CRM. Key points include:
1) Social media use is rising across all demographics and many customers now follow brands on social platforms.
2) Symantec implemented a formal social CRM program to integrate customer social activity into their systems and generate opportunities across departments.
3) They created a global triage team of trained social responders to review and respond to different types of customer mentions and issues raised on social media in a timely manner.
IBM Webinar: Beyond the Hype, Using Social Media to Enhance Your Customer E...Chris Wright
Much has been said regarding the sheer volume and influence of social media on organizations' products, brands and services. Little has been said, however, on how to use social media to mine customer insight to improve and enhance consumer experiences across multiple buying channels. These slides present a point of view on how to assess your social media business requirements and determine the most effective way to measure your customers' experiences using social media.
The document discusses integrating Radian6, a social media monitoring tool, with Salesforce to enable social customer engagement. It outlines how social media has changed customer interactions from one-to-many and untargeted to engaging, transparent and targeted. It then describes how the Social Hub product can automatically listen to social conversations at scale, route relevant conversations to the Service Cloud, and populate customer profiles to bridge the "social divide" between a company's social presence and traditional customer management.
This document discusses social CRM and how it differs from traditional CRM. Social CRM is a company's response to customers owning the conversation on social media and other online channels. It involves listening to customers, engaging with them through social and other digital channels, and using social data to enhance customer relationships and experiences. The document provides examples of how a bicycle dealer could implement aspects of social CRM by monitoring online customer conversations, engaging with customers on social media, and gaining insights to improve marketing, sales and customer service. It emphasizes that social CRM is a long-term strategy requiring an outside-in approach where the customer is at the center.
The document discusses how businesses can transform themselves into social businesses by becoming more customer-centric and leveraging social technologies. It provides examples of how companies like Royal Bank of Canada, BMO Financial Group, Bharti Airtel, and others have used IBM's social business solutions to improve customer experiences, increase self-service transactions, reduce costs, and drive better business outcomes. The document also outlines IBM's vision and capabilities for helping businesses create exceptional multichannel customer experiences and a smarter workforce through social business.
This document discusses how to maximize the value of social media data for businesses. It recommends monitoring social conversations to find "Actionable Internet Mentions" that require customer service responses. Mentions are classified and routed to the appropriate internal team. Symantec uses this approach - it monitors multiple social platforms on a global schedule and routes mentions to regional employees. Social data is also used for marketing, sales and product improvements. The document provides examples of Symantec's social media volume and metrics like "Net Social Sentiment" to measure sentiment over time. It emphasizes that being attentive to customers on social media is important for building relationships and receiving valuable feedback.
Presentation made at the IDC Customer Experience event by Jorge Teixeira da Silva, Business Intelligence Unity Director at DRI. Universidade Nova de Lisboa, 21 June 2012.
In 3 sentences: The document discusses digital marketing trends for 2013 and highlights key services around social media marketing, community engagement, content marketing, and social customer support. It provides examples of companies like Commonwealth Bank of Australia and Comcast that are leveraging social media to better connect with customers. The agency focuses on helping clients grow by leveraging the social internet and building a team to deliver innovative social media solutions.
This document discusses using social media and enterprise social networking to engage customers beyond just a company's own employees. It defines social CRM as using these collaborative technologies to have a two-way conversation with customers to provide mutual value. The key benefits are getting direct customer feedback to address issues, improve communication, and turn happy customers into advocates. Typical applications of social CRM include building an online community for a company's products, providing customer support, managing customer accounts, and driving sales. Best practices outlined are focusing on connecting, communicating, collaborating, cultivating relationships, and creating value for both the company and its customers.
The document discusses trends in advanced mobile marketing. It highlights findings from an IBM study that CMOs plan to increase their use of social media, customer analytics, CRM and mobile technologies in the next 3-5 years. The top priority for many CMOs is enhancing brand loyalty and advocacy through mobile engagement. The document then outlines six key mobile marketing trends: 1) the mobile ad paradox and alternatives to interruptive ads, 2) mobile ads as a service, 3) gamification and rewarding consumer engagement, 4) combining mobile, physical signals and social data, 5) using mobile to reduce pain points in the retail experience, and 6) facilitating mobile social discovery between users.
Buzzient social customer service with oracle crm for telecommunications | buz...TBJ Investments, LLC
This document summarizes how a telecommunications provider used Buzzient social CRM to enable social media listening and engagement. The provider needed a solution that provided strong analytics, integrated with their Oracle CRM, and was portable across CRM systems. Buzzient was selected as it was the only CRM-independent social CRM that met all the requirements, allowing social integration with Oracle CRM now and other CRMs in the future. Future posts will provide more details on their implementation using Buzzient social CRM.
I completed this analysis of Twitter conversation traffic during a webinar hosted by HubSpot with salesforce.com during my MBA summer internship at salesforce. We used Radian6 to analyze the conversation and questions on Twitter.
Quantifying the Buzz Effect: Integrating Social Media With Loyalty & Defectio...Roni Leibovitch
Measuring Loyalty & Defection of Ford Owners Through Text Mining Social Media: How to identify and qualify comments made through social media outlets, focus on how to attribute those comments to a customer, and ultimately quantify the relationship between those comments and future customer behavior.
Learn about the foundational components of Social CRM and lays the groundwork required for your company to build and maintain long and valuable
customer relationships. We build a strong case as to why Social CRM is relevant to companies today and why it is one of the most pivotal concepts to understand in business today. It is intended to meet the needs of both someone new to the
concepts, as well those requiring a comprehensive guide. Our hope is that you will find this paper serves as a starting point for your company to begin engaging deeply with your customers.
This document is a quarterly journal issue from 2012 that focuses on APIs and their growing business value. It contains articles that discuss how companies can create operating models to exploit the value of information through more permeable enterprises enabled by APIs. The articles provide examples of how FedEx, AT&T, and other companies are using APIs to scale integrations, engage customers, and unlock new value from their existing assets by positioning them as open, modular services. The issue emphasizes how APIs allow businesses to tap into the growing value of linked information and engage with users in their context.
This document summarizes a webinar about secrets of social media and word-of-mouth (WOM) marketing for B2B companies. It introduces Justin Dorfman, a CDW support engineer who generated over $300K in sales for CDW through his product recommendations without being paid. The webinar objectives are to share secrets of B2B social media success, review real-world case studies, and provide practical tips. Laura Messerschmitt from Outright is a guest speaker. The webinar promotes Zuberance's system for identifying, energizing, and tracking brand advocates to generate leads, sales, and marketing ROI through social and digital channels. Examples are given of how companies like
This document discusses leveraging the low cost of Enterprise Linux on IBM System z platforms for collaboration solutions. It highlights the benefits of the System z platform, including near-linear scalability, high availability, reduced infrastructure costs, security, and energy efficiency. It also provides an overview of social business trends like social media, communities, and networking business processes. Case studies are presented of customers who achieved productivity gains and cost savings through IBM's On Demand Workplace solution, which delivers collaboration tools on System z.
Digital Influence is one of the hottest trends in social media, yet is largely misunderstood. "The Rise of Digital Influence," the new report by Altimeter Group Principal Analyst Brian Solis, is a 'how-to' guide for businesses to spark desirable effects and outcomes through social media influence. The report helps companies understand how influence spreads, and includes case studies in which brands partnered with vendors to recruit connected consumers for digital influence campaigns. Brian evaluates the offerings of 14 Influence vendors, organizing them by Reach, Resonance, and Relevance: the Three Pillars that make up the foundation for Digital Influence as defined in the report. Also included are an Influence Framework and an Influence Action Plan to help brands identify connected consumers and to define and measure strategic digital influence initiatives.
The document discusses quantifying the effect of social media sentiment ("buzz") on brand loyalty and customer defection for Ford Motor Company. It aims to integrate social media data, specifically from Twitter, into existing loyalty and defection models by extracting predictive signals about future vehicle purchases from customer comments. This will allow Ford to put a dollar value on salient events and intervene when negative sentiment is expressed in order to potentially improve loyalty and reduce defection.
Social CRM: The New Rules of Relationship ManagementJeremiah Owyang
18 Use Cases That Show Business How to Finally Put Customers First.
Customers continue to adopt social technologies at a blinding speed – yet organizations are unable to keep up. Why? Rapid adoption of social networking enables users to connect with individuals and communities who share mutual interests, increasingly leaving organizations out of the conversation. Simply hiring more people to keep up with social marketing, sales, and support will not be sufficient, as consumers and their new channels will always outnumber employees. As a result, companies need an organized approach using enterprise software that connects business units to the social web – giving them the opportunity to respond in near-real time, and in a coordinated fashion.
Lcty (Get Social) 2011 Keynote Pc March 2011pchandor
This document provides an overview of social business and how organizations can leverage social technologies. It discusses that the world is becoming more instrumented, interconnected and intelligent. A social business embraces networks of people to create value by being engaged, transparent and nimble. Examples are provided of how companies have driven value through social business approaches. An IBM social business framework and toolkit are outlined to help organizations transform into social businesses.
This document discusses the integration of social media into customer relationship management (CRM). It begins by outlining trends in CRM, such as analytical, mobile, and integrated approaches. Social media is now influencing CRM with users relying on peer opinions. The document then examines how social CRM works, focusing on monitoring platforms, generating content, centralized data storage, and cross-department collaboration. Both best practices like Comcast's use of Twitter for customer service, and worst practices exemplified by Sony's anti-piracy mistakes are reviewed. The conclusion emphasizes that CRM and social networking can improve customer satisfaction when objectives are clear and activities are aligned with goals.
Tristan Bishop, Director of Digital Strategy at Symantec, presented on the importance of social CRM. Key points include:
1) Social media use is rising across all demographics and many customers now follow brands on social platforms.
2) Symantec implemented a formal social CRM program to integrate customer social activity into their systems and generate opportunities across departments.
3) They created a global triage team of trained social responders to review and respond to different types of customer mentions and issues raised on social media in a timely manner.
IBM Webinar: Beyond the Hype, Using Social Media to Enhance Your Customer E...Chris Wright
Much has been said regarding the sheer volume and influence of social media on organizations' products, brands and services. Little has been said, however, on how to use social media to mine customer insight to improve and enhance consumer experiences across multiple buying channels. These slides present a point of view on how to assess your social media business requirements and determine the most effective way to measure your customers' experiences using social media.
The document discusses integrating Radian6, a social media monitoring tool, with Salesforce to enable social customer engagement. It outlines how social media has changed customer interactions from one-to-many and untargeted to engaging, transparent and targeted. It then describes how the Social Hub product can automatically listen to social conversations at scale, route relevant conversations to the Service Cloud, and populate customer profiles to bridge the "social divide" between a company's social presence and traditional customer management.
This document discusses social CRM and how it differs from traditional CRM. Social CRM is a company's response to customers owning the conversation on social media and other online channels. It involves listening to customers, engaging with them through social and other digital channels, and using social data to enhance customer relationships and experiences. The document provides examples of how a bicycle dealer could implement aspects of social CRM by monitoring online customer conversations, engaging with customers on social media, and gaining insights to improve marketing, sales and customer service. It emphasizes that social CRM is a long-term strategy requiring an outside-in approach where the customer is at the center.
The document discusses how businesses can transform themselves into social businesses by becoming more customer-centric and leveraging social technologies. It provides examples of how companies like Royal Bank of Canada, BMO Financial Group, Bharti Airtel, and others have used IBM's social business solutions to improve customer experiences, increase self-service transactions, reduce costs, and drive better business outcomes. The document also outlines IBM's vision and capabilities for helping businesses create exceptional multichannel customer experiences and a smarter workforce through social business.
This document discusses how to maximize the value of social media data for businesses. It recommends monitoring social conversations to find "Actionable Internet Mentions" that require customer service responses. Mentions are classified and routed to the appropriate internal team. Symantec uses this approach - it monitors multiple social platforms on a global schedule and routes mentions to regional employees. Social data is also used for marketing, sales and product improvements. The document provides examples of Symantec's social media volume and metrics like "Net Social Sentiment" to measure sentiment over time. It emphasizes that being attentive to customers on social media is important for building relationships and receiving valuable feedback.
Presentation made at the IDC Customer Experience event by Jorge Teixeira da Silva, Business Intelligence Unity Director at DRI. Universidade Nova de Lisboa, 21 June 2012.
In 3 sentences: The document discusses digital marketing trends for 2013 and highlights key services around social media marketing, community engagement, content marketing, and social customer support. It provides examples of companies like Commonwealth Bank of Australia and Comcast that are leveraging social media to better connect with customers. The agency focuses on helping clients grow by leveraging the social internet and building a team to deliver innovative social media solutions.
This document discusses using social media and enterprise social networking to engage customers beyond just a company's own employees. It defines social CRM as using these collaborative technologies to have a two-way conversation with customers to provide mutual value. The key benefits are getting direct customer feedback to address issues, improve communication, and turn happy customers into advocates. Typical applications of social CRM include building an online community for a company's products, providing customer support, managing customer accounts, and driving sales. Best practices outlined are focusing on connecting, communicating, collaborating, cultivating relationships, and creating value for both the company and its customers.
The document discusses trends in advanced mobile marketing. It highlights findings from an IBM study that CMOs plan to increase their use of social media, customer analytics, CRM and mobile technologies in the next 3-5 years. The top priority for many CMOs is enhancing brand loyalty and advocacy through mobile engagement. The document then outlines six key mobile marketing trends: 1) the mobile ad paradox and alternatives to interruptive ads, 2) mobile ads as a service, 3) gamification and rewarding consumer engagement, 4) combining mobile, physical signals and social data, 5) using mobile to reduce pain points in the retail experience, and 6) facilitating mobile social discovery between users.
Buzzient social customer service with oracle crm for telecommunications | buz...TBJ Investments, LLC
This document summarizes how a telecommunications provider used Buzzient social CRM to enable social media listening and engagement. The provider needed a solution that provided strong analytics, integrated with their Oracle CRM, and was portable across CRM systems. Buzzient was selected as it was the only CRM-independent social CRM that met all the requirements, allowing social integration with Oracle CRM now and other CRMs in the future. Future posts will provide more details on their implementation using Buzzient social CRM.
I completed this analysis of Twitter conversation traffic during a webinar hosted by HubSpot with salesforce.com during my MBA summer internship at salesforce. We used Radian6 to analyze the conversation and questions on Twitter.
Quantifying the Buzz Effect: Integrating Social Media With Loyalty & Defectio...Roni Leibovitch
Measuring Loyalty & Defection of Ford Owners Through Text Mining Social Media: How to identify and qualify comments made through social media outlets, focus on how to attribute those comments to a customer, and ultimately quantify the relationship between those comments and future customer behavior.
Learn about the foundational components of Social CRM and lays the groundwork required for your company to build and maintain long and valuable
customer relationships. We build a strong case as to why Social CRM is relevant to companies today and why it is one of the most pivotal concepts to understand in business today. It is intended to meet the needs of both someone new to the
concepts, as well those requiring a comprehensive guide. Our hope is that you will find this paper serves as a starting point for your company to begin engaging deeply with your customers.
This document is a quarterly journal issue from 2012 that focuses on APIs and their growing business value. It contains articles that discuss how companies can create operating models to exploit the value of information through more permeable enterprises enabled by APIs. The articles provide examples of how FedEx, AT&T, and other companies are using APIs to scale integrations, engage customers, and unlock new value from their existing assets by positioning them as open, modular services. The issue emphasizes how APIs allow businesses to tap into the growing value of linked information and engage with users in their context.
This document summarizes a webinar about secrets of social media and word-of-mouth (WOM) marketing for B2B companies. It introduces Justin Dorfman, a CDW support engineer who generated over $300K in sales for CDW through his product recommendations without being paid. The webinar objectives are to share secrets of B2B social media success, review real-world case studies, and provide practical tips. Laura Messerschmitt from Outright is a guest speaker. The webinar promotes Zuberance's system for identifying, energizing, and tracking brand advocates to generate leads, sales, and marketing ROI through social and digital channels. Examples are given of how companies like
This document discusses leveraging the low cost of Enterprise Linux on IBM System z platforms for collaboration solutions. It highlights the benefits of the System z platform, including near-linear scalability, high availability, reduced infrastructure costs, security, and energy efficiency. It also provides an overview of social business trends like social media, communities, and networking business processes. Case studies are presented of customers who achieved productivity gains and cost savings through IBM's On Demand Workplace solution, which delivers collaboration tools on System z.
Digital Influence is one of the hottest trends in social media, yet is largely misunderstood. "The Rise of Digital Influence," the new report by Altimeter Group Principal Analyst Brian Solis, is a 'how-to' guide for businesses to spark desirable effects and outcomes through social media influence. The report helps companies understand how influence spreads, and includes case studies in which brands partnered with vendors to recruit connected consumers for digital influence campaigns. Brian evaluates the offerings of 14 Influence vendors, organizing them by Reach, Resonance, and Relevance: the Three Pillars that make up the foundation for Digital Influence as defined in the report. Also included are an Influence Framework and an Influence Action Plan to help brands identify connected consumers and to define and measure strategic digital influence initiatives.
The document discusses quantifying the effect of social media sentiment ("buzz") on brand loyalty and customer defection for Ford Motor Company. It aims to integrate social media data, specifically from Twitter, into existing loyalty and defection models by extracting predictive signals about future vehicle purchases from customer comments. This will allow Ford to put a dollar value on salient events and intervene when negative sentiment is expressed in order to potentially improve loyalty and reduce defection.
Social CRM: The New Rules of Relationship ManagementJeremiah Owyang
18 Use Cases That Show Business How to Finally Put Customers First.
Customers continue to adopt social technologies at a blinding speed – yet organizations are unable to keep up. Why? Rapid adoption of social networking enables users to connect with individuals and communities who share mutual interests, increasingly leaving organizations out of the conversation. Simply hiring more people to keep up with social marketing, sales, and support will not be sufficient, as consumers and their new channels will always outnumber employees. As a result, companies need an organized approach using enterprise software that connects business units to the social web – giving them the opportunity to respond in near-real time, and in a coordinated fashion.
Lcty (Get Social) 2011 Keynote Pc March 2011pchandor
This document provides an overview of social business and how organizations can leverage social technologies. It discusses that the world is becoming more instrumented, interconnected and intelligent. A social business embraces networks of people to create value by being engaged, transparent and nimble. Examples are provided of how companies have driven value through social business approaches. An IBM social business framework and toolkit are outlined to help organizations transform into social businesses.
This document discusses the integration of social media into customer relationship management (CRM). It begins by outlining trends in CRM, such as analytical, mobile, and integrated approaches. Social media is now influencing CRM with users relying on peer opinions. The document then examines how social CRM works, focusing on monitoring platforms, generating content, centralized data storage, and cross-department collaboration. Both best practices like Comcast's use of Twitter for customer service, and worst practices exemplified by Sony's anti-piracy mistakes are reviewed. The conclusion emphasizes that CRM and social networking can improve customer satisfaction when objectives are clear and activities are aligned with goals.
This document introduces social customer engagement and provides examples. It discusses how social media allows companies to listen to customers, engage with them, and collaborate. The presentation provides background on how customer intimacy is now a top priority for companies and how social customer relationship management combines social networks with traditional CRM. Examples are given of social CRM tools that help identify joint connections and merge social identities. Opportunities in social media are outlined around listening, engaging, building community, marketing, and learning.
Addressing Top CEO Priorities through Social Media Marketing and MetricsJacques Pavlenyi
Presented at the August 21 2012 Business Marketing Association's Southern California Chapter meeting. The world is changing - becoming more social, even in traditionally conservative B2B. B2B marketing is maturing, with social leading to more measurable successes. But taking b2b social media marketing to the next level is easier than you might think. This presentation hopes to help you:
-- Understand how to better align social media marketing with key strategic initiatives
-- Learn how to focus on the social metrics that matter
-- See applicable examples of real b2b social media marketing benefits
These views are my own and do not represent those of my employer.
1) The document discusses how social media is changing business by allowing new ways for people to interact and form relationships.
2) It describes how social media creates opportunities for competitive advantage by integrating social technologies into business processes like marketing, customer service, IT, and talent management.
3) IBM provides a social business platform and ecosystem that helps companies harness social media and leverage network effects to disrupt industries and gain competitive advantages like improving productivity and customer experiences.
This document discusses the emergence of social business command centers. It provides examples of command centers used by organizations like Cisco Systems, the American Red Cross, and Clemson University to monitor social media and engage customers. It outlines the key components of a command center including strategy, dashboards, stakeholders, and requirements. It also presents frameworks for command center operations, including focus on people, processes, and technology. The document concludes with a five step process for command center deployment.
Developing Digital Marketing Expertise for Marketing ProcurementJason Heller
Presented at Procurecon for Digital and Marketing Services, Nov 12, 2012. Designed to help marketing procurement professionals understand the basics of digital marketing, social media marketing and mobile marketing.
The document discusses how social CRM and SocialSalesMap can help B2B sales success. It provides examples of how combining social networks and CRM can help businesses identify contacts and connections, analyze sales networks, and manage social sales activities to increase revenue and drive business growth. Charts show that many companies see benefits from social technologies and plan to increase social media and CRM use.
Everything Is Marketing, Everyone Must Be AgileScott Brinker
1) Everything is now marketing as customers interact with companies through digital experiences and marketing technology enables personalized engagement;
2) To adapt, organizations must be agile by prioritizing individuals, collaboration, and responding quickly to change like agile methodologies;
3) Software is defining new customer experiences and marketing technology is thriving, so everyone in an organization must think and act with agility.
Social media is transforming markets by making them more buyer-centric. As buyers have more information available online, companies must shift from sales-focused to buyer-focused approaches. This involves understanding buyer needs and behaviors, identifying motivations and triggers, and providing contextual instead of just product-focused solutions. The transformation to buyer-centric approaches will be highly disruptive for many companies.
AZEC2012 - Social Business in the EnterpriseRawn Shah
The document discusses how Greenwell, an organic food wholesaler, uses social business tools and practices to collaborate internally and with partners. It describes how Greenwell defines its brand promise, creates community and values, listens to social media for insights, generates ideas with employees and partners, and plans collaboratively. The social business approach helps Greenwell improve products, marketing, and advocacy while enhancing its brand integrity and awareness.
The document discusses how customers are more influential than a company's advertising in building its brand. It emphasizes that customers talking to other customers about a company or its products is important. The linear purchase funnel model is outdated, and companies must find ways to engage customers throughout the purchasing cycle and after purchase as well. Integrating social media, mobile strategies, content creation and CRM can help amplify customer conversations and influence. Companies should listen to what customers are already saying before determining how to participate in the conversation.
The workshop focused on best practices for using social media data. Participants discussed challenges like data fragmentation across platforms and metrics. The first presentation provided strategies for gathering comprehensive social data and reporting impact to stakeholders. The second presentation outlined frameworks for social data KPIs, influencer insights, and measuring business impact. Breakout groups then developed KPIs to measure the success of a car launch social media campaign across Europe.
ADTELLIGENCE - NOAH Conference 2011 - Technology to monetize the social webADTELLIGENCE GmbH
Michael Altendorf, CEO of ADTELLIGENCE, held this presentation at NOAH Conference 2011 in London.
ADTELLIGENCE offers the leading edge advertising targeting solutions for the social web. Our technology enables higher ad revenues, increases the conversions & click rates of eCommerce shops and advertisers by unifying self-service ad booking, audience targeting, automation, optimization, integration, personalization engine, geo location, reporting, analytics & market intelligence through Dynamic Personalization, Optimization and automation technologies with full integration to various social networks such as Facebook.
We use the real data from social networks’ anonymized user profiles like interests, demo- & location based geographical information to deliver exactly the most relevant advertising for the user in real time. The solutions enable a closed loop marketing process which includes holistic business & market intelligence and a recommendation engine for real-time campaign optimization and mass personalization of portals content.
Innerworkings Pitch - Think Small to Get Big 3-4-13PrestonPate
The document introduces a new digital service called Integrated Marketing Management (IMM) that could provide ongoing revenue and benefits for InnerWorkings clients. IMM allows marketers to plan, budget, and execute multichannel campaigns to directly link marketing activities to business objectives. It maintains consistent messaging across channels through a centralized system. The service would require no additional costs or expertise for InnerWorkings or its clients to use.
The document discusses how social business is transforming traditional roles and processes across business networks. Customers now have unlimited access to information, employees are engaging externally in new ways, and partners and competitors are entering markets quickly with new models. As a result, enterprises are changing in areas like talent, digital reputation, leadership, team structures, and collective intelligence. A fifth wave of IT-enabled transformation around social business is emerging. The document outlines how social business differs from social media and is driven by corporate objectives. It also discusses foundational social business capabilities and examples of how socially enabling business processes can create value for an enterprise by harvesting insights from networks of people.
Dynamics Day '11 - Social Media and CRM a practical approachIntergen
This document discusses how organizations can use social media and Microsoft Dynamics CRM together. It defines social media as web-based technologies that enable interactive communication. It then outlines how social media relates to organizations and how Dynamics CRM can help with social media monitoring, reputation management, and customer service through social networks. Graphical examples are provided of how social interactions could be managed through Dynamics CRM.
Business owners are becoming increasingly aware of the importance of social media to build their brand, engage with customers and generate sales. But without a clear strategy you may end up wasting precious time on the wrong activities.
This presentation will help you think about how to build a successful social media strategy and will discuss:
- Practical ways to integrate social media into areas of your company and align it to your business goals
- How to create a structured process of implementing social media into a campaign using real world examples
- Obstacles you may encounter along the way
Social Commerce and real time personalization - Adtelligence presentation NOA...Michael Altendorf
This document discusses how Adtelligence uses social data and technology to monetize the social web. It summarizes Adtelligence's product portfolio including social targeting, audience analytics and reporting, and personalization engines. It argues that social commerce is the next big growth area and that ecommerce sites will need to adapt. Data is presented showing Adtelligence significantly increased conversions and new customers for clients through leveraging social graphs and personalization.
Similar to ONE-Referat: Wer oder was ist eigentlich Social CRM? (20)
Becoming Agile von Christian Botta – Personal Swiss Vortrag 2019Digicomp Academy AG
Agil ist ein Buzzword, viele wissen aber nicht, was wirklich dahintersteckt. In diesem Vortrag erfahren Sie, warum es weder hilft, mal schnell Scrum einzuführen, die Inneneinrichtung eines Büros zu verändern oder einen Tischkicker aufzustellen. Sehen Sie, warum wir uns in der VUCA-Welt anders bewegen müssen und warum Themen wie Kreativität, Haltung und ein geänderter Mindset die Grundvoraussetzung für agiles Arbeiten sind.
Christian Botta war 15 Jahre als Projektmanager und Führungskraft in der IT beschäftigt. 2015 gründete er gemeinsam mit Daniel Reinold die Firma Visual Braindump, mit dem Ziel, die Themen Visualisierung und Management näher zusammenzubringen. Mit Visual Braindump verheiratete er seine beiden Leidenschaften: Zeichnen und Projektmanagement. Heute ist er als Trainer, Coach und Speaker für Projektmanagement, Design Thinking und visuelles Denken unterwegs – sowohl in Präsenztrainings für Digicomp als auch in Videotrainings bei LinkedIn. Ein weiteres Standbein ist die visuelle Begleitung von Veranstaltungen mit Hilfe von Graphic Facilitation bzw. Graphic Recording. Botta schreibt darüber hinaus regelmässig auf dem Visual Braindump Blog und für das Projektmagazin und Capterra.
Sein Buch: Business Visualisierung - ein Reiseführer für Neugierige und Visionäre
https://digicomp.ch/landingpages/personalswiss
Swiss IPv6 Council – Case Study - Deployment von IPv6 in einer Container Plat...Digicomp Academy AG
Die Implementierung mit IPv6 in Container Plattformen wie Docker, Kubernets oder OpenShift bietet einige Möglichkeiten, aber auch Herausforderungen. In seinem Vortrag erklärt Aarno Aukia den aktuellen Stand der IPv6-Implementierung dieser Technologien.
Roger basler meetup_digitale-geschaeftsmodelle-entwickeln_handoutDigicomp Academy AG
Die 7 Phasen des Digital Business Modelling
Wie schaffe ich den digitalen Wandel im Business-Modell? Im Referat zeigt Roger Basler anhand von 7 Phasen, wie der Wandel erfolgreich vollzogen werden kann.
Roger basler meetup_21082018_work-smarter-not-harder_handoutDigicomp Academy AG
Work Smarter Not Harder
Meetup: Work Smart – Digital Collaboration im Unternehmen
Lernen Sie das Potenzial mit der Verwendung von möglichen Smart-Work-Tools innerhalb Ihres Unternehmens kennen und seien Sie für die wichtigsten Anwendungsfälle gerüstet, um den Kulturwandel innerhalb Ihrer Organisation voranzutreiben.
Professor Richard H. Thaler hat Ende 2017 den Wirtschaftsnobelpreis für seine Forschung unter dem Begriff «Nudge - die psychologischen Faktoren, die hinter wirtschaftlichen Entscheidungen stehen» erhalten.
Der Kommunikations- und Marketingexperte Maurice Codourey der Neurokommunikationsagentur UNIT X zeigt eigene Experimente im Spitalwesen und internationale Best Practices.
Responsive Organisation auf Basis der Holacracy – nur ein Hype oder die Zukunft?Digicomp Academy AG
Experte Artur Tomczak zeigte anhand von Praxisbeispielen der verschiedenen responsiven Frameworks auf, wie die nächsten Schritte Richtung Holacracy konkret aussehen könnten.
IPv6-Experte Joe Klein gab uns einen Überblick über den aktuellen Status der IPv6-Sicherheit, typische IPv6-Angriffspunkte, Auswirkungen von Technologien wie Cloud und Blockchain sowie Herausforderungen für effektive IoT-Sicherheitsmassnahmen (Internet of Things). Vor allem im Internet der Dinge, wenn es um Gesundheitsversorgung, selbstfahrende Autos, Flugzeugcockpits, Dämme, Kernkraftwerke und ähnliche kritische Infrastrukturen geht, ist es von entscheidender Bedeutung, dass Sicherheit gewährleistet werden kann.
Ralph Jocham is an agile coach and trainer who has been involved in agile since 2000. He discovered early in his career as a programmer that process was often a problem. He helped develop the Unified Process and has been training people in effective agile practices like Scrum since 2001. Some key points he discusses include:
- The principles of agile management including energizing people, empowering teams, aligning constraints, and growing structure.
- Sociocratic practices like World Cafe and Lean Coffee that can be used for agile management.
- The Core Protocols which are a set of behaviors and commitments for rational decision making and moving groups forward effectively. Protocols include check-
Gewinnen Sie Menschen und Ziele - Referat von Andi OdermattDigicomp Academy AG
Sachliche Argumente funktionieren im Alltag oft nicht. Erst wer einmal erkannt hat, dass und wie er auf der irrationalen Ebene punkten muss, dem eröffnen sich neue Möglichkeiten bei seinen Mitmenschen
Querdenken mit Kreativitätsmethoden – XING ExpertendialogDigicomp Academy AG
Kreatives Chaos ist Quatsch. Kreativität kann hoch systematisch sein und dabei maximal originell. Querdenken macht gute Laune und holt selbst die Neue-Ideen-Belächler, Kreativitätsbekämpfer und Ideen-Kopierer bei ihrer produktiven Laune ab.
Am vergangenen XING Expertendialog zeigte Referent Jiri Scherer von Denkmotor, wie das Ausbrechen aus Denkmustern funktioniert und warum jede Kreativitätsmethode einen roten Punkt hat.
Die digitale Transformation wirkt sich nicht nur auf Prozesse, sondern insbesondere auch auf ganze Geschäftsmodelle von Unternehmen aus.
Roger Basler zeigt in seinem Referat auf, was ein digitales Geschäftsmodell ist und welche Schritte ein Unternehmen tätigen muss, um sich dorthin zu entwickeln. Zentral dabei ist, dass nicht einfach ein bestehendes Geschäftsmodell digitalisiert wird, sondern Unternehmen anfangen im neuen Kundennutzen und Kundenverhalten zu denken.
Gerne stellen wir Ihnen die Slides von Roger Basler zur Verfügung:
Swiss IPv6 Council: The Cisco-Journey to an IPv6-only BuildingDigicomp Academy AG
Die monatlichen Anlässe in Zusammenarbeit mit dem Swiss IPv6 Council behandeln verschiedene technische Themenbereiche von IPv6.
Ist Dual-Stack ein guter Weg? Was sind Erfahrungen mit reinen IPv6-Netzwerken? Viele Unternehmen kämpfen mit diesen Fragen. Genau aus diesem Grund hat Cisco in San Jose einen reinen IPv6-Campus eingerichtet und sucht Antworten auf solche Fragen.
In seinem Referat präsentierte Khalid Jawaid die Bemühungen zur Einführung von IPv6 in einem einzelnen Campusgebäude und die Hürden, die dies mit sich bringt. Im Weiteren sprach er über die Herausforderungen, die sich aus der Erstellung des Business Case im Jahr 2010 und der Bereitstellung von mehr als 400 Remote-Standorten und den daraus gezogenen Lehren ergaben.
Die Inputs von Khalid Jawaid haben bei vielen Teilnehmern neue Perspektiven und Ideen für die Einführung von IPv6 geweckt.
Gerne stellen wir Ihnen die Slides von Manuel Schweizer zur Verfügung:
Vielleicht haben Sie schon einmal ein Zugbillett mit der SBB-App gekauft, per Smartphone eine Doodle-Umfrage verschickt oder in Google Docs eine Textdatei erstellt. Haben Sie sich dabei jemals gefragt, was diese Apps so erfolgreich macht?
Simon Raess, Gründer & Design Strategist bei Ginetta, weiss es. Er war massgeblich an der Kreation genau dieser Produkte beteiligt. Mit seiner Digitalagentur hat er zahlreichen Firmen – darunter Swisscom, Twint und Helsana – zum Erfolg in der digitalen Geschäftswelt verholfen.
In seiner Präsentation am Xing LearningZ vom 4. Juli 2017 zeigte Simon Raess, wie gutes UX Design nicht nur dafür sorgt, dass Webistes und Apps schön aussehen, sondern wie es digitale Produkte auch nachhaltig erfolgreich macht. Sehr spannend war auch der Einblick in die systematische Arbeitsweise, welche zu benutzerfreundlichem Design führt.
Design Thinking ist in aller Munde. Aber was ist Design Thinking denn nun genau? Lernen Sie in dieser Session die agile Innovationsmethode der Stanford University anhand eines kleinen Praxisbeispiels kennen. Tauchen Sie ein in die Welt der Kunden, generieren Sie Lösungsansätze und Prototypen. Ein interaktiver Kurzworkshop mit vielen Erkenntnissen.
Dieser Event des Swiss IPv6 Council befasste sich mit dem spannenden Case der ETH Zürich. Dort sind die IPV4-Adressen schon seit Jahren knapp.
Derk Valenkamp, Gruppenleiter der ID-Datennetze der ETH Zürich, zeigte auf, was er und sein Team seit 2007 unternommen haben. So mussten und müssen daher immer mehr NAT/PAT-Lösungen implementiert werden, die aus betrieblicher und Sicherheitssicht grosse Anforderungen an das Logging stellen. Damit die Netzwerkanforderungen auch langfristig das Wachstum der ETH Zürich und deren IT erfüllen können, wird schon seit Jahren auf IPv6 gesetzt. Besonders spannend für die engagierten Teilnehmer waren auch die Stolpersteine und Hürden, welche Derk Valenkamp aufgezeigt hat.
Gerne stellen wir Ihnen die Slides von Derk Valenkamp zur Verfügung.
Berät Sie bald ein Bot über die neusten Winterschuhe, weil Ihr Handy festgestellt hat, dass Sie zu kalte Zehen haben, wonach eine Drohne das Schuhwerk an Ihren über GPS georteten Standort fliegt?
Roger Basler ging in seinem Referat vom 2. Mai 2017 auf Trends und einige bereits existierende Pilot-Versuche ein. Seine Einschätzung der Wahrscheinlichkeit des Impacts dieser Trends auf unser Online-Shopping-Verhalten soll nicht in erster Linie die Wahrheit widerspiegeln, sondern die Basis für eine gute Diskussion und den Erfahrungsaustausch untereinander legen.
Zahlen Battle: klassische werbung vs.online-werbung-somexcloudDigicomp Academy AG
Zahlen & Fakten zur Entwicklung des Werbemarkts Schweiz: Michael Göldi (Digital Focus) & Michel Bächtiger (Media Focus) kreuzen die Klinge und klären die Frage aller Fragen: klassische Werbung oder Online-Werbung? Mögen die besseren Daten-Fakten gewinnen!
Zeit für ein Privacy-Programm. Datenschutz-Entwicklung in Europa (GDPR) und das neue Datenschutzgesetz in der Schweiz: Was bedeutet das für mein Unternehmen?
In diesem Referat zeigten wir Ihnen auf, was die Entwicklung des Datenschutzes in Europa für uns bedeutet und was auf die Schweiz zukommt.
Im Mai 2018 tritt die EU Datenschutz-Grundverordnung (GDPR – general data protection regulation) in Kraft. Über die enthaltenen Neuerungen wurden bereits in verschiedenen Veranstaltungen berichtet. An diesem Referat gaben wir Ihnen als Erstes eine kurze Zusammenfassung der Geschehnisse zur Orientierung.
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
Digital Marketing with a Focus on Sustainabilitysssourabhsharma
Digital Marketing best practices including influencer marketing, content creators, and omnichannel marketing for Sustainable Brands at the Sustainable Cosmetics Summit 2024 in New York
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
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How to Implement a Strategy: Transform Your Strategy with BSC Designer's Comp...Aleksey Savkin
The Strategy Implementation System offers a structured approach to translating stakeholder needs into actionable strategies using high-level and low-level scorecards. It involves stakeholder analysis, strategy decomposition, adoption of strategic frameworks like Balanced Scorecard or OKR, and alignment of goals, initiatives, and KPIs.
Key Components:
- Stakeholder Analysis
- Strategy Decomposition
- Adoption of Business Frameworks
- Goal Setting
- Initiatives and Action Plans
- KPIs and Performance Metrics
- Learning and Adaptation
- Alignment and Cascading of Scorecards
Benefits:
- Systematic strategy formulation and execution.
- Framework flexibility and automation.
- Enhanced alignment and strategic focus across the organization.
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Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Tastemy Pandit
Know what your zodiac sign says about your taste in food! Explore how the 12 zodiac signs influence your culinary preferences with insights from MyPandit. Dive into astrology and flavors!
Easily Verify Compliance and Security with Binance KYCAny kyc Account
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At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
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7. Facebook isn’t how they do it
of fans mention the
.5% brand on facebook
1
of fans return to the
2% facebook brand page
2
of brand posts make it
17% to fans’ news feeds
3
of fans find brand
60% messaging annoying on FB
1: Ad Age, quoting Ehrenberg-Bass Institute study, 2012 >
2: AdWeek, quoting Networked Insights study, 2011 >
3: Mashable, quoting Facebook, 2011 >
#seriousaboutsocial
8. 8
The «Social Sales» Opportunity.
74% «Of companies seeing measurable business
benefits by using Web 2.0 technologies.»
Source: McKinsey & Company,»How social technologies are extending the organization”, November 2011.
57%
«Of US business executives anticipate
increased revenue or sales as a result of
implementing a Social Business strategy.»
Source: Penn Schoen Berland, «The Jive Social Business Index Survey.», July 2011.
80%
«Of companies plan to increase the use of
Social Media, Customer Analytics as well as
CRM in the coming years.»
Source: IBM Institute for Business Value, «Frem Stretched to Strengthened. Insights from the Global CMO Study.», October 2011.
9. 9
Our Social CRM Roadmap
Intro
Background & Definitions
Examples 1-8
Social Identities, Social Media Monitoring,
Network Analysis
Examples 9-17
Social Connections, Intelligence,
Visualization
Bonus: Mobility & CMS
Outro
Implementation & Recommendations
11. 11
Customer Intimacy is CEO Priority #1
Source: IBM Institute for Business Value, «Capitalizing on Complexity – Insights from global CEO Study», May 2010.
12. 12
What is CRM?
Marketing Sales Services
eMarketing eCommerce eServices
Campaigns Accounts Contact Center
Promotions Partners Requests
Contacts Cases
Activities Opportunities
Leads Complaints
Pricing Orders Quotation Surveys
Products Knowledge
Configurators ContractsForecasting Installed Base
Planning Field Force
Incentives Spare Parts
Communities
Influencers Time&Travel Scheduling
Warranty
Lifecycle Analysis & Reporting Market
360d view Simulations
Value Dashboard Model
Segmentation KPI Planning Trends
Copyright 2013 by Andreas Uthmann
13. 13
So what is Social CRM?
Sales
Collaboration Social Media
Customer
Marketing
Service
Copyright 2013 by Andreas Uthmann
15. 15
The Evolution of Customer Relationship Mgmt.
Hierarchies Value Networks Communities
1990+ 2010+
Analytical
• Process efficiency • Effectiveness
• Strategic decisions
• Cycle times • Virtual Teamwork
• Market knowledge
• Costs • Social networks
• Performance
• Quality Monitoring • Communication
• Reporting
Transactional Collaborative
2000+
Copyright 2013 by Andreas Uthmann
16. Combining the Power of 2 Worlds.
Win. Grow.
SocialSalesMap®
Customer
Social Relationship
More Customers. Management
Networks Less Work.
(CRM)
Copyright 2013 by Andreas Uthmann
17. 17
Our Social CRM Roadmap
Intro
Background & Definitions
Examples 1-8
Social Identities, Social Media Monitoring,
Network Analysis
Examples 9-17
Social Connections, Intelligence,
Visualization
Bonus: Mobility & CMS
Outro
Implementation & Recommendations
33. 33
The 4C’s: Social Media Opportunities
Listen Engage
Social Media Monitoring Online Support
Content Collaboration
Social
Community Media Crowdsourcing
Social Media Marketing Co-innovation
Promote Learn
Copyright 2013 by Andreas Uthmann
53. 53
Our Social CRM Roadmap
Intro
Background & Definitions
Examples 1-8
Social Identities, Social Media Monitoring,
Network Analysis
Examples 9-17
Social Connections, Intelligence,
Visualization
Bonus: Mobility & CMS
Outro
Implementation & Recommendations
54. «People love to buy. But they hate
being sold to.»
Miller Heiman
Copyright 2013 by Andreas Uthmann
55. 55
What REALLY is a Social Network?
People Relationships Content
Contacts/Pic Connections Status Updates
Job/Title/CV Friends Posts/Tweets
Interests Follower Pics/Vids/Docs
Profile Social Graph Newsfeed
Copyright 2013 by Andreas Uthmann
56. The «Social Sales» Cycle
Who? 2 What?
Identify Analyze
1
How?
Act
3
56 Copyright 2013 by Andreas Uthmann
57. Ajando: Marktentwicklung
Google Search-Volumen von 2004 bis 2012
• Der Google Insight Search-Index gilt als
Indikator zur Erkennung weltweiter Trends
„Inbound Marketing“
• Dargestellt ist die Anzahl der Google-
Suchen der Jahre 2004 bis 2012 nach den
angegebenen Keywords
„Social Media“
• Seit 2009 boomen die Themen
Inbound Marketing & Social Media
• Zugleich nahm das Interesse am
„Telemarketing“
Thema Telemarketing stetig ab
*Quelle: Google Insight, Abfrage vom 25.02.2012
57
67. 67
Investment Priorities
Source: IBM Institute for Business Value, «Frem Stretched to Strengthened. Insights from the Global CMO Study.», October 2011.
94. 94
Ajando: Social Seller Roadmap
Entwicklungsstufen im Social Selling
ANFÄNGER MACHER KOORDINATOR SOCIAL SELLER
Website erstellen Digitale Präsenz festigen Zusammenarbeit mit Wird von Firmen kontaktiert
Eigene Marke erschaffen Kunden auf dem Laufenden Vertriebsteam, Kunden, Ständige Präsenz im Markt
zukünftigen Kunden und
Auffindbar sein halten
Geschäftspartnern = CHANCEN FÜR SIE, NICHT
Kundentrends nutzen FÜR IHREN KONKURRENTEN
Erreichbar sein = VERKAUFSZYKLUS
Neue Kontakte finden Kunden in Bewegung setzen BESCHLEUNIGEN
Netzwerke mobilisieren = INTERESSE BESTÄTIGEN &
IN BEWEGUNG SETZEN
= NEUE KONTAKTE FINDEN
• In vielen Netzwerken bekannt
• Relevante Inhalte für Zielgruppe
• Sich besser organisieren bereitstellen/Mehrwert
• LinkedIn-Gruppen beitreten • Automatisierte Status-Updates
• Nachrichten an Kunden
• Zusammenarbeit mit • Früher von Projekten wissen =
• Social Messaging & Vertriebsteam & Kunden mehr Kontakte, Chancen, Deals
Sharing
• „Get connected“ • Zu Blogs/Artikeln Stellung • Der Konkurrenz voraus
• Social Networking nehmen
• Profile schaffen/
aktualisieren
98. 98
Blueconomics Market Model
Marketing Stage Sales Status KPI
Potential n/a n/a
Access n/a Coverage
Marketing Awareness Prospects Reach
Interest Leads Prospect Conversion
Consideration Opportunities Lead Conversion
Information RFI RFI Rate
Pre‐Evaluation Budgetary Offer Pre‐Bid
Proof Feasibility Study POC Rate
Sales
Preference RFQ Request Rate
Evaluation Offers Bid Rate
Commitment Customers Hit Rate
Repeat
Loyality Repurchase Rate
Service Customers
Referral Net Promoter Net Promoter Score
99. 99
Why Social CRM?
Business Lifecycle Cross- &
Growth Revenue Upselling
Increase Optimize Collaborate
Win Rate Touchpoints Effectively
Drive Your Sales, Marketing and Service Effectiveness
by leveraging the power of collaboration, social networks and CRM.
Pro-Active Enhance
Mitigation Efficiency
Risks Costs
Copyright 2013 by Andreas Uthmann