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Social CRM or CRM 2.0: CRM That Leverages the Social Web

Date post:26-Dec-2015
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  • Slide 1
  • Social CRM or CRM 2.0: CRM That Leverages the Social Web
  • Slide 2
  • Holistic Social Media CRM SocialCRM
  • Slide 3
  • Holistic Social Media CRM SocialCRM
  • Slide 4
  • WhyyourcompanyneedsCRM?
  • Slide 5
  • WhatisCRM? company-widebusinessstrategy reducecosts&increaseprotability bringstogetherinfofromalldatasourceswithinan organization togetholisticviewofeachcustomeratnear-realtime allowscustomerfacingemployees-sales,marketing, support,tomakequickyetinformeddecisionson everythingfromcross-sellingandup-sellingopportunities totargetmarketingstrategiestocompetitivepositioning tactics DestinationCRM-Feb2002
  • Slide 6
  • CRMremainsamajorfocusforbusiness executives,becausethegoalsofacquiring, developingandretainingcustomersinaprotable manneraretimeless,saidEdThompson,VPand distinguishedanalystatGartner. -------------------------------------------------------- WithoutCRM,youwilllosecustomersand businessfasterthantheeffectsofatough economiccondition. Gartner&TheRecessionaryEconomy
  • Slide 7
  • TraditionalCRM1.0
  • Slide 8
  • Usesnew onlinechannels andnew communication tools Trustsin advicesmade byonline acquaintances andstrangers Tendstobuy moreonline thanofine Wantsto provide feedbackabout theproductand customer service Expectsbetter customer experience Readsand createsproduct reviews, product rankingsand blogposts Seekssupport toconnectwith like-minded peers Thenew Social Customer Web2.0Stimulated
  • Slide 9
  • SocialCRMorCRM2.0
  • Slide 10
  • SocialWeb:NewChallenges
  • Slide 11
  • OnlineActivity RankSectorGlobalReachGlobalReachIncreasein 0807Rank 1Search85.9%84%1.9% 2GeneralInterests,85.2%83.4%1.9% Portals,Communities 3Software73.4%72%1.4% Manufacturers 4Member66.8%61.5%5.4% Communities 5Email65.1%62.5%2.7% NielsensMarch2009GlobalFacesandNetworkedPlacesSocialNetworkingReport: www.nielsen-online.com/pr/pr_090309.pdf SocialWeb:NewChallenges
  • Slide 12
  • C R MNew C CustomersExpectations
  • Slide 13
  • TraditionalCRM analyzedtodeterminesuccess Comparison:CRM1.0vs2.0
  • Slide 14
  • analyzedtodeterminesuccess Comparison:CRM1.0vs2.0
  • Slide 15
  • SocialCRM-AutomatingtheConversationProcess convertingcontenttoconversations extendingconversationsintocollaborativeexperiences transformingexperiencesintomeaningfulrelationships Comparison:CRM1.0vs2.0
  • Slide 16
  • SalesforceServiceCloud SugarCRM OnDemandCRM MitchLiebermanPaulGreenberg MarketBright HelpStream RightNow JeremiahOwyang ValeriaMaltoni APremKumar BrianSolis BrentLeary DenisPombriant Hype?Whatitisandisnot?
  • Slide 17
  • Peoplelikedoingbusinesswithpeopletheylike; lovedoingbusinesswithpeopletheytrust Leveragewebfor! More...Listening,sharing&participating...! LessTalking1.0,sellingandmarketing1.0style Question:Notifbuthow
  • Slide 18
  • TheSocialCustomersTools
  • Slide 19
  • FordhasaSocialMedia Head!-ScottMonty SocialMediaisnotan afterthought-integratedwith marketingstrategy Fordhandedkeysto100new Fiestafortesting http://www.inquisitr.com/21526/ford-tries-the- ultimate-social-media-experiment/ RealWorldExperiences
  • Slide 20
  • Brandconversationsareno longeroneway-SimonClift CMO Communicateaboutdeeper issues MarketingProgramswith socialbenets-LifebuoyProg http://adage.com/digital/article?article_id=135943 RealWorldExperiences
  • Slide 21
  • Useofonlinelistening platformsandsocialnetworks JustinBallsMor.phReview Globalcommunityparticipant foremergentindustries RealWorldExperiences
  • Slide 22
  • Itsnotsupposedtobeaclosingtool.Socialmediais anopeningtool,awaytokeeplinesof communicationopenandmaybeevenkeeppipelines full.Itmightevenhelpreducethesalescycle. Itsvalueisindevelopingthekindsofrelationshipsthat serveyouovertime,ifyoureasalesperson,in pursuingopportunitiesandndingleads&developing thekindofsalesintelligencethatprovidesyouwiththe insightinmakingyourjobeasierandbetter. ROI?
  • Slide 23
  • ValuableContributorsShapingSocialCRM(allof whomyoucanndandengageONLINE!) Slides:BrentLearysSocialCRM:NotYour FathersCRMandFabioCiprianisSocialCRM CRMAnalysts:PaulGreenberg(@pgreenblog),BrentLeary (@brentleary),A.PremKumar(@scorpfromhell),Bob Thompson(@bob_thompson),MitchLieberman(@mjliebs), ShaneGibson(@shanegibson),DenisPombriant (@denispombriant) SocialMedia:BrianSolis(@brian_solis),JeremiahOwyang (@jowyang) Acknowledgment!
  • Slide 24
  • twitter:www.twitter.com/friarminor email:[email protected] sites:www.friarminor.com www.g2ix.com/blog http://blog.mor.ph resources:www.delicious.com/friarminor Connect:)

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