Top Tips for a strong Social CRM Strategy

Duncan Wood@sageukcrm

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Sage and CRM

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Where do you put it on Covey (7 Habits)?

Statistics (March 2011)•Twitter

•175 million users 230% up•95 million tweets per day 250% up

•LinkedIn•100 million users 100% up

•Facebook•640 million users – 40% increase in usage•200 million using mobile – 200% up

http://bit.ly/socStats

My story

•Chris

Social stories – legends and lessons

Customer as hero http://bit.ly/KachiWachi

Community as Business Planhttp://bit.ly/GiffGaffbyCCarchi (from Christopher’s blog)

•Only 14 employees•Their business is 100% online - no stores, no physical presence, no call centers. •The community answers questions typically within 60 seconds and provides 24 hour a day response

When it goes wrong – Eurostarhttp://bit.ly/EuroStar2009

Sage CRM Solutions – Social Media Tips

Six tips, based on our work so far

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Social media Tip 1

Understand the activity on your site traffic statistics before you do anything else.

Choose appropriate metrics

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Social media Tip 2

Don’t feel you need to use every Social Media channel either.

Be selective.

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Social media Tip 3

Get comfortable with it yourself. Use it in your personal life.

Then set up the official channels for your business.

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Social media Tip 4

Empower your people to be able to react quickly without layers of ‘approval’

Publish basic guidelines

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Social media Tip 5

Define your level of engagement according to your ability to support it.

It needs the support of the entire business.

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Social media Tip 6

Are you adding value?

•Follow•Author/Comment•Monitor

Where might it be going?

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Top Tips for a strong Social CRM Strategy

Duncan Wood@sageukcrm