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Social CRM on a shoestring

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My slides for today's Digital XPG (Expert Group) of Stichting Marketing session on Social CRM.
  • Social CRM on a shoestring

    XPG Digital MarketingClo Willaerts

    Yento, 24 May 2011

  • Customer Relationship Management

    Strategy for overseeing clients and sales prospects

    Technology to organise, automate, and synchronize business processes:

    sales activities, marketing, customer service, technical support

    What is CRM?

  • Social CRM

    Chess Media Group's Guide to Understanding Social CRM:

    "Social CRM is based on the simple premise that you are able to interact with your customers based on their needs, not your rules."

  • Customer needs perception gap

  • Cluetrain

    [M]arkets are conversations. Their members communicate in language that is natural, open, honest, direct, funny and often shocking. Whether explaining or complaining, joking or serious, the human voice is unmistakably genuine. It can't be faked.

  • Social CRM tools

  • How I use social CRM

    Cold calling [...], which used to be a backbone method in sales, will become less prominent. Rather than pick up the telephone and call someone we have never contacted before, we will pick up the telephone and call someone with whom we have had an established relationship via Twitter or Linkedln.

    The New Handshake (Joan C. Curtis and Barbara Giamanco)

  • Backup: Gmail contacts

  • Harvesting from LI

  • Harvesting from FB

  • Rapleaf's social profile URL API


  • Identity = what you share

  • Dossier

  • Alternative: Qwerly API key?

  • This presentation:



    [email protected]

    Social media for business?


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