Enterprise Ireland - Social Media Club - April

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The use of social media has become an integral part of our daily lives, and allowed millions of people to interact informally online: building relationships, discovering new ideas and opportunities. We've now entered into the era of Business-To-Person communications, and people expect to engage with companies in the same way. In keeping pace with this trend, are you at risk of letting your professional standards slip? How do you track, prioritise and manage the best prospects while still engaging the wider community?This seminar, recorded at the Enterprise Ireland offces in Dublin on the 7th of April 2011, features speakers from SiliconCloud and MXSweep presenting a a case study focusing on how the use of Social Media channels allowed them to be more effecive in managing relationships with key prospects and existing clients.

transcript

Social CRM

Naylla – MXSweep Strategy

Patrick – Overview Social CRM

Ed – Why works for MXSweep

Simple questions

Era of the social customer

Moved to a customer ecosystem

internal channel

vendors, suppliers

customers

company

Old relationships

internal partners

vendors, suppliers

external agencies

customers

New relationships

What are they interested now?

Content

Connected

Creative

Collaborative

Contextual

Communicative

To Social CRM

Social CRM Tools

Blogs

Podcasts

Social Tagging

Social Bookmarking

User Generated Content

The Strategy

Focused around the customer

Who is your customer?

Customer Engagement Strategy

Objectives & ROI

Why Social CRM Fails

Poorly defined requirements

Resistance to change

Executive sponsorship

The upside

More Traffic

Leads cost less

New Leads

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