crm has gone social

Customer

Relationship

Management

has gone Social.

But what is Social CRM exactly?

Paul Greenberg (a CRM expert and writer) told me that

Source: http://www.oracle.com/us/products/applications/siebel/036062.pdf

“Social CRM is a philosophy and a business strategy

supported by a technology platform

business rules, workflow, process

and social characteristics

designed to engage the customer in a collaborative conversation

in order to provide mutually beneficial value

in a trusted and transparent business environment.

Social CRM is the company's response

to customers ownership of the conversation.”

So what?

Show me the money or I’ll shoot you right here!

Dell generated $6.5 millionin sales from Twitter in 2009.

Source: http://mashable.com/2009/12/08/dell-twitter-sales/

Dell also got 15.458 ideas from their customers for free

Source: http://www.ideastorm.com/

from which it implemented 433.

You’ll have to do better than that!

65% of Fortune 500 companies tweet

Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper

and so do I.

54% of Fortune 500 companies Like Facebook

Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper

and so do I.

50% of Fortune 500 companies play Youtube

• Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper

and so do I.

33% of Fortune 500 companies blog

Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper

Been there, done that.

What are you waiting for?

Go!

But where?

This way!

Get it right or “you will fail... eroding customer value”.

Source: Gartner

How may I start? I know I can do this.

Define your social business strategy first.

Yes, a social business strategy believe it or not.

Source: http://www.flickr.com/photos/gauravonomics/4021981618/sizes/o/in/photostream/

Then listen

with the proper “headset”

(it doesn’t have to be expensive)

and learn about your audience.

Choose the right tools

Source: http://www.appsheriff.com/wp-content/uploads/2009/10/fb-vs-twitter.jpg

to engage with your audience

Source: http://www.theconversationprism.com/

and achieve your goals.

Source: http://www.independent.co.uk/news/world/americas/facebook-provides-shop-window-for-ny-sex-workers-2213131.htm

Define your social CRM processes and guidelines.

http:SouS//Source: http://laurelpapworth.com/enterprise-list-of-40-social-media-staff-guidelines/

Get it right. Get it right.

To support or not to support? That is the game and EA “it’s in the game”.

Bring the best people on board.

@You are the chosen one because you have the right skills and training!

Start engaging your audience by asking questions on Facebook

and by twiting new products or promotions.

One tweet here, one tweet there, tweet tweet tweet...

Source: http://www.dailymail.co.uk/news/article-1220989/Twitter-twits-But-biggest-celebrity-twitterers-internet.html

Everywhere?

Source: http://laughingsquid.com/groom-updates-facebook-twitter-at-the-alter-while-getting-married/

Try not to step over the line or should I say over the bed...

Source: http://mashable.com/2009/12/12/twitter-bed-sex/

Remember to be relevant.

Today you were relevant for (like) 888 people.

Be local. Be mobile. Don’t be a square. Be a foursquare.

Source: http://www.penn-olson.com/2010/05/04/foursquare-marketing-tips/

Be prepared to face backlashes. “Houston, we have a” Gap.

Source: http://mashable.com/2010/10/11/gap-logo/

Monitor

everything you can and beyond.

Source: http://davefleet.com/wp-content/uploads/2010/03/radian6.jpg

When sh*t happens

be helpful and fast to react.

Summing up

Social CRM “gives you wings!” to engage with your audience.

You can make it your “heaven”

Source: http://thesharath.com/2010/01/funny-social-network-internet-pictures-wtf/

or your own “hell”.

Source: http://thesharath.com/2010/01/funny-social-network-internet-pictures-wtf/

It’s really up to you. Learn on. Start now!

CRM 1.0 vs. CRM 2.0 http://goo.gl/oGyLzEngagement Console http://goo.gl/OKix7From Social Media to Social CRM http://goo.gl/3e28NGuide to Social Landscape http://goo.gl/uBhQASocial CRM by Paul Greenberg http://goo.gl/yEnxiSocial CRM Building Blocks http://goo.gl/o7DgYSocial CRM Goes Mainstream http://goo.gl/Wk2okSocial CRM Process http://goo.gl/7JPaOSocial CRM Use Cases http://goo.gl/sU40VSocial CRM What is in it for you http://goo.gl/EZDcYSocial Media Check up 2010 http://goo.gl/EgGctSocial Media for Business http://goo.gl/rfvst

Sergio Legrantsergiolegrant@gmail.com

http://www.linkedin.com/in/sergiolegrant