Date post: | 20-Aug-2015 |
Category: |
Business |
Upload: | culture-that-works-llc |
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Social Media
Cost Benefit
Make more money
Reduce man hours
Reduce spending
Technology investment
Man hours
Improving Your ROI
• hours spent on social media work
• fees for social media tools
Streamline your social media work
• Advertising• Lead generation• Direct mail• hours for
customer service• hours for
managing member groups
Offset current expenses*
• Sell more• Upgrade more
Increase revenue
Social CRM (Social Customer Relationship Management)
helps us get to the ROI of our social media activities.
“A philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes, and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It’s the company’s [programmatic] response to the customer’s ownership of the conversation.”
What is Social CRM?
Philosophy & business strategy
Technology platform
Stakeholder Engagement
Member Value
Processes & workflow
Trust & Transparency
What is Social CRM?
Philosophy & business strategy
Technology platform
Stakeholder Engagement
Member Value
Processes & workflow
Trust & Transparency
White papers
04/18/2023 Originally posted in the SocialFish Think Tank. http://thinktank.socialfish.org
Current state of Social CRM
• The data is hard to process• No buy-in, no SCRM.• Not working smart—
spraying and praying.• Spending too much in the
wrong areas.• Focusing on too many
small pieces but not the big picture.
What’s Possible Now?
> 90% Possible Now
Start changing the conversation
Away from social media (Facebook, LinkedIn, Twitter)
To Social CRM (social data applied to membership management)
Retention example
A long time member contact is not responding to our renewal notices. Did he just disappear?
Recruitment example
How do we connect with more than just the primary and secondary contacts in our member organizations?
Company Profiles
04/18/2023 Originally posted in the SocialFish Think Tank. http://thinktank.socialfish.org
Outreach example
How do we know who’s influencing our members online? And how do we get influencers to help us?
Influence scoring
04/18/2023 Originally posted in the SocialFish Think Tank. http://thinktank.socialfish.org
Recruitment example
How do we target to people with different roles and interests within a single company?
Retention example
How do we find companies who are at-risk of dropping because they are not engaging with us or other members?
It’s about getting used to mapping
your social media data to your AMS data (regardless of what tools are being used.)
6 Social CRM technologies
AMS Social discovery
Member
Communities
Social m
edia
monitorin
g SMMS
Marketing EnterpriseCMS
SSO
Platform
Basics of a Social CRM practice
Monitoring and responding
Social profile mapping
Outreach and lead generation
Community management
Myths about Social CRM
• That it’s something you buy.• That you need a new “SCRM Platform”
to get started.• That one department can own it. • That you can get to ROI without it.
Myths about Social CRM
• That it’s something you buy.• That you need a new “SCRM Platform”
to get started.• That one department can own it. • That you can get to ROI without it.