SCRM Social CRM International Network of Financial Services Ombudsman

transcript

How Social Media and Social Networking are Turning Business Upside-down

@shanegibson

Socialized.me @shanegibson

“I think that’s going

to break.”

“The Customer Owns Your Brand”

750 million

100 Million

100 million updates/day

1Billion Views/Day

Business-to-Business Decision

Makers• …69% of B2B buyers use social networks

“primarily for business networking and development.”

• …Stereotypes may have C-level executives delegating research to others, but the study reveals that 53% prefer to search the Web and locate information themselves. – Google and Forbes Insights Study (2009)

“If you think you are a leader and no

one is following you...

You’re actually just going for a walk”

#1 Stop pitching and start connecting

#2 Doers win in the game of social media

#3 It’s not about you

#4 Be fearless in your contribution to community

#5 Don’t be a social spammer, engage

#6 Be authentic

#7 Be consistent

Rules of Engagement

The Reverse Drip

It Belongs to Everyone

Social media

marketing is about LISTENIN

Business Intelligence•Search.Twitter.com

•Google Alerts

•LinkedIn Groups, Questions & Network

•Blogsearch.Google.com

•Customer blogs and social networks

•Competitor news, blogs, and social networks

Business Intelligence

•The top sources for real-time business intelligence on the web

•Free or nearly free social media and web monitoring tools you can use

•The 5 steps of gaining consent to market to your stakeholders and customers online

Web 2.0 vs.

Web 3.0

Marketing is a conversation.- @brandcowboy

Tweets tell the future•Computer scientists studied 3 million tweets

•25 movies (including Avatar)

•Tweet frequency could be used to accurately predict the box office takings

•Content of the messages predict ongoing success.

•"Our predictions were incredibly close," Bernardo Huberman, head of the social computing lab at HP

Blog.suggestionbox.com

Getting Real

#SCRM = Smart Engagement

SCRMSocialemailValues

Preferences

DataRelations

hipHistory

Business Intel

Personal Intel

360 viewSCRM

Launch Plan1. Identify Your Goal

2. Identify Your Target Audience and your Nanotribes

3. Pick the Right Platforms

4. Map out Social Etiquette and Policy

5. Implement Listening and Engagement Strategy

6. Know Core Pains, Dreams, and Goals

7. Uniquely Communicate Solutions Mixing Marketing and Community

Resources

http://closingbigger.net

http://socialized.me/info2011

http://twitter.com/shanegibson