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.
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.
2020 Social Decoding The Social In Social CRM2020 Social
Slides from the 2020 Social workshop on Decoding the Social in Social CRM.
This deck has been used for the following workshops:
- Private workshop for a CRM product firm in India.
- Talk at Talisma Insights 2010.
Update history:
- March 2010
- June 2010
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
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.
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.
2020 Social Decoding The Social In Social CRM2020 Social
Slides from the 2020 Social workshop on Decoding the Social in Social CRM.
This deck has been used for the following workshops:
- Private workshop for a CRM product firm in India.
- Talk at Talisma Insights 2010.
Update history:
- March 2010
- June 2010
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
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.
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.
How to Use Search and Social Networks for Lead GenerationPaul Gillin
Qualified lead generation, which is the holy grail of B2B marketing, is being reinvented by online tools. Traditional outbound marketing relied upon scatter-shot techniques like advertising, direct mail, and events to attract prospects. Today, search engines and social networks have evolved this process into a much more targeted and conversation-focused approach.
Today's new breed of effective lead generation combines keyword optimization and link-building strategies (inbound marketing) with strategic participation in social networks (outbound marketing). Result: social media and search engines can deliver qualified leads at a dramatically lower cost than traditional means.
These new approaches to lead generation require more active participation by marketing organizations than in the past, but the payoff is in higher quality leads, faster closing times, and less waste.
This presentation covers:
*The power of long tail search optimization
*How to identify prospects who are seeking your products and services through public social networks
*How analytics and social CRM can dramatically improve lead quality
*How to target messages to reach prospects at the optimal point in the sales cycle
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.
Gage has worked with Microsoft’s SMB division to establish and grow a social media marketing engine to reach and serve both B2B customers and reseller partners. This presentation was initially given at the 2011 Minnesota Interactive Marketing Association Summit.
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.
If you're an agency or brand marketer, and would like to explore putting some of these ideas into practice, please click on "Get In Touch" icon at the bottom of the presentation slide.
Social Revolution: Connecting with Today’s CustomerHubSpot
Salesforce.com’s George Hu and HubSpot’s Brian Halligan discuss how your organization can turn the social revolution into a competitive advantage. View the entire webinar: http://www.hubspot.com/new-webinar-revolutionize-sales-and-marketing/
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.
How to Use Search and Social Networks for Lead GenerationPaul Gillin
Qualified lead generation, which is the holy grail of B2B marketing, is being reinvented by online tools. Traditional outbound marketing relied upon scatter-shot techniques like advertising, direct mail, and events to attract prospects. Today, search engines and social networks have evolved this process into a much more targeted and conversation-focused approach.
Today's new breed of effective lead generation combines keyword optimization and link-building strategies (inbound marketing) with strategic participation in social networks (outbound marketing). Result: social media and search engines can deliver qualified leads at a dramatically lower cost than traditional means.
These new approaches to lead generation require more active participation by marketing organizations than in the past, but the payoff is in higher quality leads, faster closing times, and less waste.
This presentation covers:
*The power of long tail search optimization
*How to identify prospects who are seeking your products and services through public social networks
*How analytics and social CRM can dramatically improve lead quality
*How to target messages to reach prospects at the optimal point in the sales cycle
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.
Gage has worked with Microsoft’s SMB division to establish and grow a social media marketing engine to reach and serve both B2B customers and reseller partners. This presentation was initially given at the 2011 Minnesota Interactive Marketing Association Summit.
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.
If you're an agency or brand marketer, and would like to explore putting some of these ideas into practice, please click on "Get In Touch" icon at the bottom of the presentation slide.
Social Revolution: Connecting with Today’s CustomerHubSpot
Salesforce.com’s George Hu and HubSpot’s Brian Halligan discuss how your organization can turn the social revolution into a competitive advantage. View the entire webinar: http://www.hubspot.com/new-webinar-revolutionize-sales-and-marketing/
Wie können Sie sich mit sozialen Netzwerken einen Wettbewerbsvorteil verschaffen?
Lassen Sie sich durch dieses Bluepaper inspirieren, wie Sie mit Hilfe von LinkedIN, Xing & Co. auf einfache Art und Weise Neukunden gewinnen, Kundenbeziehungen intensivieren und Abschlussquoten nachhaltig steigern können.
Soziale Netzwerke ermöglichen es mit frischen Ideen und neuen Ansätzen Vertriebserfolge zu feiern.
Lassen Sie sich durch dieses Bluepaper inspirieren, wie Sie mit Hilfe von LinkedIN, Xing & Co. Neukunden gewinnen, Kundenbeziehungen intensivieren und Abschlussquoten nachhaltig steigern können.
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.
Everything Is Marketing, Everyone Must Be AgileScott Brinker
Keynote for Valtech's Agile Day 2012. Discusses the evolution of marketing into the broader mission of customer experience and how "agile marketing" principles and practices can help organizations succeed in this new era.
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.
SECRETS TO SUCCESS SERIES: Customer listening and feedback metrics are the most powerful for optimizing and maximizing your digital strategies. In this discussion, CRM Metrix will identify why it is a misconception to rely solely on site traffic and satisfaction metrics to justify the brand website investment. Hemen Patel, Russ Shirley, and Ike Brunner will illustrate and educate about the large opportunity to drive sales and revenue, increase loyalty, and gain or convert market share by focusing on the metrics that count.
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Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
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The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
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Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
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
43. 43
Why «Social Sales»?
Source: Aberdeen Group, «Social Selling: Best-in-class Targeting of the Right Message, at the Right Time, for the Right Person», 2012.
Copyright 2012 by Blueconomics Business Solutions GmbH
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
Vertriebsteam, Kunden,
Eigene Marke erschaffen Kunden auf dem Laufenden Ständige Präsenz im Markt
halten zukünftigen Kunden und
Auffindbar sein Geschäftspartnern = CHANCEN FÜR SIE, NICHT
Erreichbar sein Kundentrends nutzen FÜR IHREN KONKURRENTEN
= VERKAUFSZYKLUS
Kunden in Bewegung setzen BESCHLEUNIGEN
Neue Kontakte finden
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
The world is changing. So is the CRM landscape. Enabled by technological innovation but driven by business needs & requirements. Collaboration, mobility, usability, cloud computing, social CRM and other macro and micro trends will fundamentally change the way we use, interact with and benefit from CRM systems. In the past, CRM was about managing contact information, transactions and reports. But CRM will open up. It will be a platform for teams to collaborate. It will be an environment for social networking. It will be a service supporting sales people, not just in the office. And users will enjoy working with it, because it will help them achieving and exceeding their targets. Blueconomics anticipates and drives the customer potential of “Collaborative CRM” to become reality.