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

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Holistic Social Media CRM SocialCRM

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Holistic Social Media CRM SocialCRM

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WhyyourcompanyneedsCRM?

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WhatisCRM? company-widebusinessstrategy reducecosts&increaseprotability bringstogetherinfofromalldatasourceswithinan organization togetholisticviewofeachcustomeratnear-realtime allowscustomerfacingemployees-sales,marketing, support,tomakequickyetinformeddecisionson everythingfromcross-sellingandup-sellingopportunities totargetmarketingstrategiestocompetitivepositioning tactics DestinationCRM-Feb2002

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CRMremainsamajorfocusforbusiness executives,becausethegoalsofacquiring, developingandretainingcustomersinaprotable manneraretimeless,saidEdThompson,VPand distinguishedanalystatGartner. -------------------------------------------------------- WithoutCRM,youwilllosecustomersand businessfasterthantheeffectsofatough economiccondition. Gartner&TheRecessionaryEconomy

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TraditionalCRM1.0

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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

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SocialCRMorCRM2.0

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SocialWeb:NewChallenges

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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

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C R MNew C CustomersExpectations

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TraditionalCRM analyzedtodeterminesuccess Comparison:CRM1.0vs2.0

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analyzedtodeterminesuccess Comparison:CRM1.0vs2.0

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SocialCRM-AutomatingtheConversationProcess convertingcontenttoconversations extendingconversationsintocollaborativeexperiences transformingexperiencesintomeaningfulrelationships Comparison:CRM1.0vs2.0

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SalesforceServiceCloud SugarCRM OnDemandCRM MitchLiebermanPaulGreenberg MarketBright HelpStream RightNow JeremiahOwyang ValeriaMaltoni APremKumar BrianSolis BrentLeary DenisPombriant Hype?Whatitisandisnot?

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Peoplelikedoingbusinesswithpeopletheylike; lovedoingbusinesswithpeopletheytrust Leveragewebfor! More...Listening,sharing&participating...! LessTalking1.0,sellingandmarketing1.0style Question:Notifbuthow

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TheSocialCustomersTools

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FordhasaSocialMedia Head!-ScottMonty SocialMediaisnotan afterthought-integratedwith marketingstrategy Fordhandedkeysto100new Fiestafortesting http://www.inquisitr.com/21526/ford-tries-the- ultimate-social-media-experiment/ RealWorldExperiences

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Brandconversationsareno longeroneway-SimonClift CMO Communicateaboutdeeper issues MarketingProgramswith socialbenets-LifebuoyProg http://adage.com/digital/article?article_id=135943 RealWorldExperiences

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Useofonlinelistening platformsandsocialnetworks JustinBallsMor.phReview Globalcommunityparticipant foremergentindustries RealWorldExperiences

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Itsnotsupposedtobeaclosingtool.Socialmediais anopeningtool,awaytokeeplinesof communicationopenandmaybeevenkeeppipelines full.Itmightevenhelpreducethesalescycle. Itsvalueisindevelopingthekindsofrelationshipsthat serveyouovertime,ifyoureasalesperson,in pursuingopportunitiesandndingleads&developing thekindofsalesintelligencethatprovidesyouwiththe insightinmakingyourjobeasierandbetter. ROI?

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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!

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twitter:www.twitter.com/friarminor email:ayap@G2iX.com sites:www.friarminor.com www.g2ix.com/blog http://blog.mor.ph resources:www.delicious.com/friarminor Connect:)