crm has gone social
DESCRIPTION
Customer Relationship Management has gone Social. But what is Social CRM exactly? Find out what it is through examples and how you can embrace it.I hope you have as much fun watching this presentation as I did making it. I made this presentation to support a lecture.Feel free to comment and share.Warning: this is a non boring (bullet free) visual presentation; speed it up if you can't wait for the next slide.TRANSCRIPT
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
