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Turning Social Media into Profits in the Beer Business
September 20, 2012
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04/18/2023 ©2012 SugarCRM Inc. All rights reserved. 2
Today’s Speaker
Chris Bucholtz, Editor-in-Chief, CRM
Outsiders, SugarCRM
Contact:[email protected]: @bucholtzwww.CRMOutsiders.com
©2012 SugarCRM Inc. All rights reserved.
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Sponsored by:
Blythecowww.blytheco.com, www.beerstrategy.comBusiness technology experts – ERP, CRM, HRMS,
Marketing Consulting and AutomationFollow us on Twitter @blythecollc
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Definitions
Social CRMA philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes 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.It's the company's response to the customer's ownership of the conversation.
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Definitions
Social Media
Social media includes the various online technology tools that enable people to communicate easily via the Internet to share information and resources. Social media can include text, audio, video, images, podcasts, and other multimedia communications.
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Definitions
How are they different?
Social Media refers to the channels customers are using to talk to friends, family, peers, businesses and other entities
Social CRM is business’s strategy for capitalizing on these new channels
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SCRM in a B2B context
Number of customers is smaller
Requires a higher degree of intimacy
Communications must be about the needs of the customer
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SCRM in a B2C Context
Number of customers can be vast
Requires less specificity, but more care in tailoring a message for the masses
Needs of customers still critical – but so is engagement
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What SCRM looks like in practiceFew businesses
have start-to-finish strategies
Many are scraping social data into CRM
Few are engaging yet
Two-way interactions make SCRM powerful
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Mobile CRM
Moves CRM off the desktop
Makes CRM a tool for more users
Paves the way for better CRM adoption
Opens the door for interesting new applications of CRM
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Mobile expands CRM’s “how and who”
Not just a tool for field sales
Service and delivery personnel can benefit
Workers don’t just work at their desks anymore
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Mobile CRM: distributors and manufacturers
Mobile allows access to a more complete set of data
Mobile keeps all people in the field up to date
Mobile allows rapid responses to customer circumstances
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Technical Concerns
Security
Usability
Off-line Use
“BYOD”
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The convergence of social and mobile
Much customer content in social media comes from mobile devices
Capturing and understanding that data allows businesses to become more responsive
It’s a two-way medium
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Social and Mobile encourage customer engagement
Mobile Offers and promotions
More data for sentiment analysis
Data closer to “where it happens”
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Social and Mobile amplify each other’s impact
Time
Place
Relationships in Real Time
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Unique opportunities in beer
Introduction of new products
Timely tracking of sentiment
Loyalty-building programs
Chances to spot new customers
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Customers and customer loyalty
Mobile Contests
Engagement via Twitter
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Product co-creation
Virtual Focus Groups
Naming Contests
Grade Seasonal Brews
Ask for Suggestions
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Feedback from the field
What are people saying about your product and your loyalty efforts?
More importantly: what are people saying about your COMPETITORS products and loyalty efforts?
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New, powerful sales data
Social + Mobile: who’s saying what about your product – and where
How are promotions being viewed by customers?
Where are people NOT talking about your products?04/18/2023 ©2012 SugarCRM Inc. All rights reserved. 21
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[email protected], @Bucholtz
www.CRMOutsiders.com
[email protected], @aliciakanderson
www.beerstrategy.com
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Going to NBWA’s Annual Convention?
San Diego, October 14-17“Social Media 102: The Next Step” – Monday,
October 15 at 7:30am.Visit Booth 417 for a free website marketing
evaluation!
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More Resources for the Beer Business
Recorded webinarsPaperless ProcessingBrand Protection and Trademarking
Beer Brief WhitepapersReducing Costs and Gaining Efficiencies with Supply Chain
Automation Strategies for Improving Relationships and Revenues for
Brewers and DistributorsBuild a positive work culture
Visit www.beerstrategy.com
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