Social Media CRM is just as important as your traditional CRM strategies. The objectives of this slide are in the following. 1. Define CRM & Social CRM 2. Explain the usage and relevance of social media for CRM 3. Talk about the different platforms 4. Define how the platforms can be used a. Events / Calendar b. Inviting People c. Sharing content, information d. Feedback 5. Discuss analytical data 6. Define engagements a. Like, dislike, comment, share, Direct Messages (DM) 7. Define listening tools 8. Look at 4 specific tools 9. Define ownership of the information 10. Conclusion / Recap a. Summarize the objectives Q/A

1. Cover and Contact
Information

2. Social CRM / Objectives
Social CRM
1. Define CRM & Social CRM
2. Explain the usage and relevance of social media for CRM
• Talk about the different platforms
3. Define how the platforms can be used
• Events / Calendar
• Inviting People
• Sharing content, information
• Feedback
4. Discuss analytical data
• Define engagements
• Like, dislike, comment, share, Direct Messages (DM)
5. Define listening tools
6. Look at 4 specific tools
7. Define ownership of the information
8. Conclusion / Recap
• Summarize the objectives Q/A
Objectives -

3. Introduction
Introduction
Customer Relationship Management (CRM)
is simply the nurturing of customer
relationships utilizing technology, customer
interactions, and analytical data throughout
the customer lifecycle. (WhatIs.com, 2017)
When we add social media to the mix of
customer relationship management we are
simply shifting our attention from the more
traditional forms, email, newsletters, and
website landing pages, to encompass the
new hangout of customers, social media.
What is CRM? -

4. Social CRM
Social CRM
Customer Relationship Management (CRM)
is one of the key components to generating a
conversation amongst organizations and
their consumers. In recent years the focus of
CRM has shifted to social media as more and
more people populate these platforms. The
purpose of this discussion is to illustrate the
importance of Social CRM and how it can be
used to maintain the conversation with
customers, leads, as well as students, past
present, and future.
Discussion Description -

5. How social are You?
Questions
How many of you have a social media account? _____________
How social are you? -
How many of you have more than one social media account? _____________
Are you active on at least one of those accounts daily? _____________
How many of you have a Facebook account? _____________
Are you a member of one or more groups on your social media account? __________
How do you use your social media account(s)?
Browser Contributor Both
1-2 times daily 3-5 times daily Notifications on
How many of you have started a group on one or more social media accounts?
______How many of you have started a Facebook page? ______

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7. Where are they?
Where are they?
When thinking about Social CRM we have
to understand the importance of those
connections and honestly the legitimacy
of social media is in the numbers.
(% of online adults who use each platform)
Facebook, 79%
Instagram 32%
Pinterest 31%
LinkedIn 29%
Twitter 24%
(Pew Research Center, 2016)
Where do they spend their time? -
Note: 86% of Americans are currently internet users
Source: Survey conducted March 7 – April 4, 2016
“Social Media Update 2016”
Pew Research Center

8. Social media networks to enlist
How to Connect
Given the huge user base of Facebook, it’s
obviously the number one contender. But,
depending on what you want to do and how you
want to communicate your message, Twitter,
Instagram, Google +, as well as live
broadcasting platforms like YouTube, and
Periscope, are excellent tools as well.
Usage
• Facebook Pages or Groups
• Twitter with specific hashtags
• Instagram, posting images, and videos
• Google + Calendars and Groups
• LinkedIn Groups
Social Media Networks to Enlist-

9. What platform should I use?
What platform should I use?
Depending on what your goals are, the social
media platform that you use to nurture your
connections is not always going to be the most
popular platform out there. You use the tool
that best suits your needs.
If you want to extend office hours, generate
conversation, share a video to explain a
technique or problem in more detail, you can
do all of this almost immediately with anyone
of these applications organically.
Social CRM connects ideas and knowledge.
Use the platform that suits your needs -

10. What do they have to offer?
What are your needs?
Many organizations use social media
for customer service and support.
To spite their differences
Even though they may all seem the
same they serve very different
purposes.
Twitter, for instance has less users
than Facebook but it has more
influence with users, because of its
simplicity.
What do they have to offer? -
Social Media Comparison Infographic. (2015). Leverage New Age Media. Retrieved 27 January 2017,
from https://leveragenewagemedia.com/blog/social-media-infographic/

11. Looking at it all in practice
I know what CRM is, now what?
Use the platforms for:
• Collaboration
• Community
• Open or Extended office hours
• Sharing Content
• Updating Assignments
• Explaining a technique
• Answering questions
• Building interest with content
Making connections -

12. Twitter Case Study
I know what CRM is, now what?
Case 1:
Rob Griffith, Social Studies Teacher
@rgriffithjr
Case 2:
Tom Whitby, Professor of Education
@TomWhitby
Case 3:
Rockford University
@RockfordUniv
Notable Twitter Conversations -

13. Gauging Engagement
Gauging Engagement
Looking at effective content -
The main reason that data is so
important when looking at
engagements is because it tells
you what kind of activity is getting
the most response on your posts,
comments, shares, and likes.
Facebook Pages, Twitter, and
Google + give you this information
for free and easily. Instagram, and
Facebook Groups make it a bit
more difficult but you can get that
information as well.

14. Blank

15. How do you use what you got?
Questions
How many of you have used a hashtag (#HCCStarthereGoAnywhere)? _____________
How do you use what you got? -
How many of you know what social listening is? _____________
What are CRM applications? _____________
What do these applications do for you? _____________
Name a popular CRM application(s). __________
How can hashtags help your social listening? ____________
How many of you have used a social media management application? ___________
How successful are your email communications? ___________
What do you think would help you make better connections? ___________
How many of you know what email tracking is? ____________

16. Listening Applications/Social Media
Managers
How to Connect
Given the surfeit of social media platforms,
the billions of people using them, and the
importance of making meaningful
engagements and interactions, we are
fortunate to have a number of companies
that provide social media management
applications. These applications allow us to
manage content, listen to conversations
containing URL’s, specific keywords,
hashtags, as well as post content to several
platforms at once on a schedule or
immediately.
Listening Applications/SM Managers -

17. Top 5 Applications & Advantages
Listening Applications
Be part of the conversation -
TweetDeck

18. How do you use what you got?
Questions
What is CRM & Social CRM? _____________
What did we learn? -
Why is social media relevant to CRM? _____________
What are 3 important social media platforms? _____________
How can these platforms to improve your conversations? _____________
Why is the analytical data important in your CRM strategy?__________
Name a social media manager application? ____________
How does social listening benefit your conversations? ___________
How successful are your email communications? ___________
Does your account require you to take ownership of its success?___________
What is an advantage of using Twitter over Facebook____________

19. How do you use what you got?
Questions
References and Resources -
Education World: Top Educators on Twitter. (2017). Educationworld.com. Retrieved 3 February 2017, from
http://www.educationworld.com/a_curr/top-15-educators-on-twitter.shtml
Freepik - Free Graphic resources for everyone. (2017). Freepik. Retrieved 3 February 2017, from
http://www.freepik.com/
Greenwood, S., Perrin, A., & Duggan, M. (2016). Social Media Update 2016. Pew Research Center: Internet, Science &
Tech. Retrieved 3 February 2017, from http://www.pewinternet.org/2016/11/11/social-media-update-2016/
Social Media Comparison Infographic. (2015). Leverage New Age Media. Retrieved 27 January 2017, from
https://leveragenewagemedia.com/blog/social-media-infographic/

20. How do you use what you got?
Questions
Grammar Checkers and Social Media Managers -
#1 Grammar and Spell checker. (2017). Gingersoftware.com. Retrieved 3 February 2017, from
http://www.gingersoftware.com/grammarcheck#.WJSBevkrLic
Browser not supported | Grammarly. (2017). App.grammarly.com. Retrieved 3 February 2017, from https://app.grammarly.com/
Buffer - A Smarter Way to Share on Social Media. (2017). Buffer.com. Retrieved 3 February 2017, from https://buffer.com/
Inc., H. (2017). Social Media Marketing & Management Dashboard - Hootsuite. Hootsuite. Retrieved 3 February 2017, from
https://hootsuite.com/
TweetDeck. (2017). Tweetdeck.twitter.com. Retrieved 3 February 2017, from https://tweetdeck.twitter.com/
WhiteSmoke, W. (2017). English Grammar Checker Software | WhiteSmoke. WhiteSmoke. Retrieved 3 February 2017, from
http://www.whitesmoke.com/
Zoho - Cloud Software Suite and SaaS Applications for Businesses. (2017). Zoho.com. Retrieved 3 February 2017, from
https://www.zoho.com/
sociograph.io - Know your audience. (2017). Sociograph.io. Retrieved 3 February 2017, from http://sociograph.io/my.html

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22. End