Social CRM
                          How businesses can use Twitter to
                                   increase sales.
...
Please tell me:
               •    Company you are with?
               •    Are you using Twitter?
               •    L...
What is Twitter

                   Twitter is a free social messaging utility for
                   staying connected in...
© 2010 Social CRM World http://scrmworld.com   @glfceo
Terminology
               • To tweet - post a message
               • Follow – subscribe
               • Reply – respon...
Twitter Demographics

                 The Pew Internet & American Life Project released
                 a study, Twitter...
CoffeeGroundz Cafe
                 (@coffeegroundz)

Profile:

                Is a local coffee house in Houston, Texas....
@coffeegroundz




© 2010 Social CRM World http://scrmworld.com   @glfceo
Zoomdweebie's Tea Bar (@52teas)

Profile:

                         Local tea company in Wichita, Kansas. They set
       ...
@52teas




© 2010 Social CRM World http://scrmworld.com   @glfceo
Namecheap (@namecheap)
Profile:

                70 person domain registrar out of Los Angeles, started
                th...
@NameCheap




© 2010 Social CRM World http://scrmworld.com   @glfceo
Dell Made $3 Million From Twitter!


                      Dell sells refurbished systems through Twitter at
             ...
How Dell does it?

                  In making sales through @DellOutlet, Dell sends
                  tweets to subscribe...
@Delloutlet




© 2010 Social CRM World http://scrmworld.com   @glfceo
How to play this game?
               •    Be creative, fun, passionate
               •    Build relationships
          ...
What matters?
               •    Twitter profile
               •    Links
               •    Not too many hashtags
    ...
Twitter profile
               •    Bio
               •    Links
               •    Logo
               •    Wall




© ...
How?
               •    Contests
               •    Help me create a product
               •    Deals
               • ...
Example




© 2010 Social CRM World http://scrmworld.com   @glfceo
Example




© 2010 Social CRM World http://scrmworld.com    @glfceo
Tools
               •    Google alerts
               •    Wefollow – directory
               •    Lists
               ...
http://www.oneforty.com




© 2010 Social CRM World http://scrmworld.com   @glfceo
Cross Links
               • Put twitter link on your web site
               • Email signature
               • All other...
Who to follow?



               •    Follow       your target customers
               •    Follow       your brand in co...
Content
               •    Useful
               •    Responsive
               •    Interesting
               •    Fun
...
Analyze
               •    The bottom line: sales!
               •    Number of followers [in your target markets]
     ...
Key points
               •    Build trust
               •    Establish yourself as a subject matter expert
             ...
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Social CRM: How businesses can use Twitter to increase sales.

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This workshop will go into details on Twitter. We will discuss how to build credibility; establish yourself as SME; best sales,marketing and listening approaches. We'll look at some of the tools that can help with building successful communities on Twitter. And how to integrate Twitter into your traditional sales/marketing processes.

http://www.meetup.com/BayAreaExecutives/calendar/12343644/

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Social CRM: How businesses can use Twitter to increase sales.

  1. 1. Social CRM How businesses can use Twitter to increase sales. Workshop Bay Area Executives Meetup http://www.meetup.com/BayAreaExecutives/ Tatyana Kanzaveli @glfceo © 2010 Social CRM World http://www.scrmworld.com @glfceo 1-650-469-3243
  2. 2. Please tell me: • Company you are with? • Are you using Twitter? • Level of experience on Twitter? • What are you hoping to learn here? © 2010 Social CRM World http://scrmworld.com @glfceo
  3. 3. What is Twitter Twitter is a free social messaging utility for staying connected in real time. Twitter is considered a micro-blogging platform where you only have 140 characters for your message. An estimated 5-10 thousand new users are signing up daily on Twitter. Traffic to the site has grown by 600% over the last 12 months with 20% of Twitter users joining in the last 60 days. © 2010 Social CRM World http://scrmworld.com @glfceo
  4. 4. © 2010 Social CRM World http://scrmworld.com @glfceo
  5. 5. Terminology • To tweet - post a message • Follow – subscribe • Reply – respond • Direct message DM – private • Re-tweet (RT) - repost someone else’s msg with comments or not • Hashtag – mark a topic/subject © 2010 Social CRM World http://scrmworld.com @glfceo
  6. 6. Twitter Demographics The Pew Internet & American Life Project released a study, Twitter and Status Updating, recently. The study provided the percentage of online adults that have said they have used Twitter before: 19% - 18 to 24 years old 20% - 25 to 34 years old 10% - 35 to 44 years old 5% - 45 to 54 years old 4% - 55 to 64 years old 2% - 65 and older As of February, 2009 © 2010 Social CRM World http://scrmworld.com @glfceo
  7. 7. CoffeeGroundz Cafe (@coffeegroundz) Profile: Is a local coffee house in Houston, Texas. They are proclaim to have taken the first to-go order through Twitter. A regular customer messaged them asking if he could place an order and pick it up at the drive- thru. From there CoffeGroundz started to take orders via direct message from their cleintele. Clients are now even ordering via Twitter directly from a table in the store without having to walk up to the counter and order a coffee. Business Value: Doubling clientele and building Community. © 2010 Social CRM World http://scrmworld.com @glfceo
  8. 8. @coffeegroundz © 2010 Social CRM World http://scrmworld.com @glfceo
  9. 9. Zoomdweebie's Tea Bar (@52teas) Profile: Local tea company in Wichita, Kansas. They set up a Twitter account and offered a new tea blend each week. Customers were also alerted to daily specials. Business Value: The owner stated that they typically sold one or two packages every two or three weeks, but Twitter has allowed them to ship 40 to 50 packages. They are even getting orders from as far away as Scotland and Australia. © 2010 Social CRM World http://scrmworld.com @glfceo
  10. 10. @52teas © 2010 Social CRM World http://scrmworld.com @glfceo
  11. 11. Namecheap (@namecheap) Profile: 70 person domain registrar out of Los Angeles, started their Twitter account in December. They initially ran a trivia contest once an hour and the first @ replies won an one-year domain registration. Business Value: Namecheap's traffic increased by 10% in December and domain registrations increased by 20%. © 2010 Social CRM World http://scrmworld.com @glfceo
  12. 12. @NameCheap © 2010 Social CRM World http://scrmworld.com @glfceo
  13. 13. Dell Made $3 Million From Twitter! Dell sells refurbished systems through Twitter at @DellOutlet, which the computer maker says has more than 600,000 followers. Since launching @DellOutlet in 2007, the company has taken in more than $2 million in sales directly attributed to Twitter and another $1 million from people who start at Twitter and then move on to buy a new computer somewhere else on the Dell Web site. © 2010 Social CRM World http://scrmworld.com @glfceo
  14. 14. How Dell does it? In making sales through @DellOutlet, Dell sends tweets to subscribers, telling bargain hunters the latest available refurbished systems. The company also messages coupons and clearance events. The strategy has taken @DellOutlet to the top 50 most followed Twitter users, according to Dell. Such standings are tracked on a third-party Twitter monitoring service called TwitterCounter. Other top 50 Twitter users includes brands like @Zappos, @Woot, @JetBlue, and @WholeFoods. © 2010 Social CRM World http://scrmworld.com @glfceo
  15. 15. @Delloutlet © 2010 Social CRM World http://scrmworld.com @glfceo
  16. 16. How to play this game? • Be creative, fun, passionate • Build relationships • Listen • Respond • Reward loyalty, referrals • Integrate with other sales/marketing activities © 2010 Social CRM World http://scrmworld.com @glfceo
  17. 17. What matters? • Twitter profile • Links • Not too many hashtags • Some hashtags • Retweets © 2010 Social CRM World http://scrmworld.com @glfceo
  18. 18. Twitter profile • Bio • Links • Logo • Wall © 2010 Social CRM World http://scrmworld.com @glfceo
  19. 19. How? • Contests • Help me create a product • Deals • Offers © 2010 Social CRM World http://scrmworld.com @glfceo
  20. 20. Example © 2010 Social CRM World http://scrmworld.com @glfceo
  21. 21. Example © 2010 Social CRM World http://scrmworld.com @glfceo
  22. 22. Tools • Google alerts • Wefollow – directory • Lists • Listerious • Twitterfeed • Twellow • Blip-fm • twtQPon • Twitpic • Hootsuite – manage tweets • Tweetbeep • [oneforty] • Ping.fm[seesmic] © 2010 Social CRM World http://scrmworld.com @glfceo
  23. 23. http://www.oneforty.com © 2010 Social CRM World http://scrmworld.com @glfceo
  24. 24. Cross Links • Put twitter link on your web site • Email signature • All other communications • If company has more than one person tweeting – create a page with their twitter ids • Create twitter list © 2010 Social CRM World http://scrmworld.com @glfceo
  25. 25. Who to follow? • Follow your target customers • Follow your brand in conversations • Follow your competitors in conversations • Follow industry analysts • Follow influencers: bloggers, reporters, etc.. © 2010 Social CRM World http://scrmworld.com @glfceo
  26. 26. Content • Useful • Responsive • Interesting • Fun • Personal 80% - non direct business related content © 2010 Social CRM World http://scrmworld.com @glfceo
  27. 27. Analyze • The bottom line: sales! • Number of followers [in your target markets] • Number of click-throughs [for posted links] • Traffic to your web site • Traffic to your blog • Document downloads • Newsletter subscriptions • Retweets • Replies • Lists © 2010 Social CRM World http://scrmworld.com @glfceo
  28. 28. Key points • Build trust • Establish yourself as a subject matter expert • Communicate: respond, answer, support, etc.. • Contribute useful content • Build community • Measure • Adjust It’s a commitment! © 2010 Social CRM World http://scrmworld.com @glfceo

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