social media theatre: social crm: what it is and how can i implement it with crm?
TRANSCRIPT
Social CRMwhat it is and how to implement
CRM is…
• “more than just a software application. It is a business solution for all customer-centric processes. It covers every interaction with customers across the entire business. It improves internal business processes, enables closer management of new and existing customer relationships, increases revenues and decreases inefficiencies and provides management with timely and reliable insight to guide decisions.”− Sage Product Brochure
Social Media is…
• “is a set of technologies and channels targeted at forming and enabling a potentially massive community of participants to productively collaborate”
• Anthony Bradley, Group Vice President, Gartner Research - January 2010− Sage CRM and Social Media
Social CRM is…
• “is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment.”− Paul Greenberg (2009)− http://the56group.typepad.com/pgreenblog/
Goal Setting…
• Your needs determine the goals you set− peer-to-peer customer support, − idea management, − market research, − product launch, − brand reputation management.
• Are you shaping the conversation?− Is your engagement leading to website visits?
o Are you encouraging the conversations to take place within forums that you host?
− How Reputation management?o Building an Authoritative and Trusted voice?o What is the Twitter Sentiment Around round your Brand/Company
We use Social Media because…
• Managers• “I am an
opinion leader with a thorough knowledge of my industry.
• I want to raise awareness.”
• Marketing Professionals
• “I need channels to place our content, and therefore build traffic.”
• “I want to know what the public is saying about us.”
• Customer Service
• “I want to help customers solve their problems”
• “I want to share tips and tricks with customers.”
• Sales• “I want new
tools to help me identify sales prospects and progress sales prospects
New Design – www.sagecrm.com
Priority on FREE Trials, with clear calls to action
Clearly defined and focussed messaging
Sage CRM Community Integration
Social Media Integration
Single Sign In destination for existing customers.
Relevant content with a focus on lead generation.
Improved content structure to drive home Sage CRM
features and benefits.
GEO IP detection delivering localised content.
Highly optimised content including a good balance between text, images and
video.
Content is now centrally managed through a flexible, secure Content Management System
Sage CRM Social Media Stats 2011
Sage CRM
wwwSageCRMcom
Sage CRM (Official Group)
wwwSageCRMcom
Sage CRM Ecosystem www.sagecrm.com Sage CRM Community:
• 220,000+ Visits• 82,000+ Unique Visitors• 1,189,000+ Page Views• 5,500+ Registered Members
520+ Fans
1,360+ Followers
31,000+ views
1,100+ members
Sage CRM Website:• 260,000+ Visits• 620,000+ Page Views
Sage CRM Ecosystem Participation
United Kingd
om
United St
ates
France
Australi
aIndia
Irelan
d
Canad
a
German
ySp
ain
South
Africa
0
1000
2000
3000
4000
5000
6000
7000
Community Visits
Social Media Helps Cement Partner and Customer Relations
Sage CRM brings everything together
• Twitter• LinkedIn• Facebook
• Level 3 Support• Self Service Portal
• Partners• Customers• Staff
• www.sagecrm.com• Trials• Customers
Cloud Community
Social MediaSupport
Building the Social Relationships
• The Rules− Listen− Share− Engage
• The conversation belongs to the customer and you are joining in the conversation
• But where does the conversation take place?
Twitter Email Alert
Sage CRM brings everything together
• www.sagecrm.com
• Trials• Customers
• Partners• Customers• Staff
• Twitter• LinkedIn• Facebook
• Level 3 Support• Self Service
Portal
Cloud Community
Social MediaSupport
