Social CRM
Naylla – MXSweep Strategy
Patrick – Overview Social CRM
Ed – Why works for MXSweep
Simple questions
Era of the social customer
Moved to a customer ecosystem
internal channel
vendors, suppliers
customers
company
Old relationships
internal partners
vendors, suppliers
external agencies
customers
New relationships
What are they interested now?
Content
Connected
Creative
Collaborative
Contextual
Communicative
To Social CRM
Social CRM Tools
Blogs
Podcasts
Social Tagging
Social Bookmarking
User Generated Content
The Strategy
Focused around the customer
Who is your customer?
Customer Engagement Strategy
Objectives & ROI
Why Social CRM Fails
Poorly defined requirements
Resistance to change
Executive sponsorship
The upside
More Traffic
Leads cost less
New Leads
