social CRM or CRM

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

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55 | Holistic Social Media Social 

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55 | Holistic Social Media Social 

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your company needs C 

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ompany-wide business strategy ‘duce costs& increase profitability gstogether info from all data sources within a organization listic view of each customer at near-re * customer facing employees- sales, mark , to make quick yet informed decisions on rythingfromcross-sellingand up-selling opportunit get marketing strategies to competitivepositi tactics DestinationCRM- Feb 2002 G2iX 

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The Recessionary Economy “CRMremainsa major focus for business executives, because the goals ofacquiring, developing and retainingcustomersina profitable ner are timeless,” saidEd Thompson, VP distinguished analyst at Gartner. WithoutCRM, you will lose customers and businessfaster thanthe effects ofa tough economic condition. 

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| TraditionalCRM 1.0 0 و ۱ 

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Uses new 1 onlinechannels Seeks supp” tools Trusts in ‘vicesmade to connec at online ‏معا‎ ed ac, tances 5و ‎ana.‏ د ۲ Rea nd ‏ل‎ create: duct Social jer tobuy revi 3, Customer ‏لم‎ online proc * t! offline ranking 1d blog pe Wantste ‏اه‎ ue rece ‎.uduct and‏ مت ‎experience ‎customer ‎service 

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5060121 080 0۳8۵0 ع ۲ ۳۳ 

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@ Profile ei Mis as Timeframe: + year (00/2000 09/2000) 7 Unique Visitors - Monthly Unique Visitors itt o> fegekook.com + titer cm ~*~ myspace.com 10M 100% cow ee w— 7 Mar 08 May 08 ‏مد 08 انل‎ 8 Now 08 Jan 09 Mar 08 Use This Data: Embed Graph | Export CSV | Show Permalink | bate: 03/2009 | People [Months @ [Year @ | whats ths? | © facebook.com 91,054,535. 23.49% 195.1% The number of people © twitter.com 14,031,985 76.8% 1202.2% + visiting a site. See Full Descristion © myspace.com 55,594,761 4.8% -11.4%% 

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‎Increase}n‏ طعوعم ‎Rank‏ ‏1.9% ‎83.4% 1.9% ‎1.4% ‎5 4 ‎2.7% ‎ ‎ ‎Networking G2ix ‎ ‎Online Activity ‎Sector Global Reach Global ‘08 07 Search 85.9% 84% General Interests, 85.2% Portals, Communities Software 73.4% 72% Manufacturers ictal elie 66.8% Communities Email 65.1% 62.5% ‎ ‎ ‎Faces and Networked Places” Social ‎ ‎2009 “Global ‎ ‏وت ‎ ‎ ‎March ‎Ra ‎www.nielsen-online.com/pr/pr_090309.pdf ‎| Social Web: New Challenges ‎5 ‎ ‎ ‎ ‎ 

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jj Customer’sExpectations ۰0 => NewC G2iX 

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}Comparison:CRM 1.0vs 2.0 TraditionalCRM 7 SS ۹ 8 analyzed to determine success G2iX 

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‎CRM ۳ Ovs 2. 5‏ رگ ‎ ‎mn Feeds Meaningful‏ ی موس شرت +55 ‎analyzed to determine success ‎G2iX 

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}Comparison:CRM 1.0vs 2.0 ialCRM- Automating the OvwerscioaProcess inverting content to conversations ling conversations into collaborative expel forming experiences intomeaningful relation 

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| Hype? Whatit is andis not? Salesforce Service Cloud MarketBright HelpStream SugarCRM RightNow OnDemand CRM Mitch Lieberman Paul Greenberg Brian Solis Brent Leary Denis Pombriant Jeremiah Owyang Valeria Maltoni A Prem Kumar G2iX 

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Question: Not “if” but “how” Peoplelikedoingbusiness withpeoplethey like; love doingbusiness with people they trust Leverage web for! More ... Listening,sharing&participating ...! 3S Talking 1.0,selling and marketing 1.0 styl G2iX 

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| The Social Customer’sTools THE CONVERSATION PRISM 

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٠ Ford hasa SocialMedia Head!- ScottMonty ¢ “Social Media isnot an afterthought”- integrated with marketing strategy ¢ Ford handed keys to 100new “Fiesta’ for testing http://www. inquisitr.com/21526/ford-tries-the- ultimate-social-media-experiment/ G2iX 

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Real World Experiences Unilever ¢ “Brand conversations are no longer one way”- Simon Clift CMO « “Communicate about deeper issues” ¢ Marketing Programs with socialbenefits-Lifebuoy Prog http://adage.com/digital/article?article_id=135943 

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Real World Experiences ۱۳۹۵۳۵۳ Labs ¢ Useof online listening platforms ‏0ض‎ socialnetworks ¢ Justin Ball’s Mor.ph Review ۰ Global community participant foremergent industries G2iX 

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۲۱۵] ۰ 5۱۵۵0560 ۰ ۲0 062 05109 ۲00۱. 0 opening toolaway to keep lines of communicationopenandmaybe evenkeep pipelines 1 mighteven help reduce the sales cycle.” is in developing the kinds ofrelations ve you overtime, if you’rea sales person, in oursuingopportunities and _ findingleads& developing ekindofsalesintelligence 1 provides youwith t sightin making your job easierand better. G2iX 

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Valuable Contributors ShapingSocialCRM (all of whom youcanfindand engage ONLINE!) Slides: Brent Leary’s ‘Social CRM:Not Your Father's CRM’ and Fabio Cipriani’s ‘Social CRM’ CRM Analysts: Paul Greenberg(@pgreenblog), Brent Leary (@brentleary), A. Prem Kumar(@scorpfromhell), Bob \ompson (@bob_thompson), Mitch Lieberman (@mjliebs), ine Gibson(@shanegibson), Denis Pombriant (@denispombriant) ocialMedia: Brian Solis(@brian_solis), JeremiahOwyang (@jowyang) 

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9 60۳0۳6 twitter: www.twitter.com/friarminor emailayap@G2ix.com siteswww.friarminor.com www.g2ix.com/blog http://blog.mor.ph resources: www.delicious.com/friarminor 

Social CRM or CRM 2.0: CRM That Leverages the Social Web Holistic Social Media SocialCRM CRM Holistic Social Media SocialCRM CRM yyour company needs CR What is CRM? ★ ompany-wide business strategy ★ educe costs& increase profitability ★ gstogether info from all data sources within a organization ★ olistic view of each customer at near-re ★ customer facing employees- sales, marke , to make quick yet informed decisions on rythingfromcross-sellingand up-selling opportuniti ★ rget marketing strategies to competitivepositio tactics DestinationCRM- Feb 2002 Gartner& The Recessionary Economy “CRMremainsa major focus for business executives, because the goals ofacquiring, developing and retainingcustomersina profitable ner are timeless,” saidEd Thompson, VP distinguished analyst at Gartner. -------------------------------------------------------WithoutCRM, you will lose customers and businessfaster than the effects ofa tough economic condition. TraditionalCRM 1.0 Web 2.0Stimulated Seeks support to connect with like-minded peers Reads and creates product reviews, product rankings and blog posts Uses new onlinechannels and new communication tools Trusts in advicesmade by online acquaintances andstrangers The new Social Customer Expects better customer experience Wants to provide feedback about theproduct and customer service Tends to buy more online than offline Social CRM or CRM 2.0 Social Web: New Challenges www.nielsen-online.com/pr/pr_090309.pdf Social Web: New Challenges n’s Online Activity Rank Sector Global ‘08 1 2 Search 85.9% General Interests, Portals, Communities Reach Global ‘07 84% 85.2% Reach Increase in Rank 1.9% 83.4% 1.9% 3 Software Manufacturers 73.4% 72% 1.4% 4 Member Communities 66.8% 61.5% 5.4% 5 Email 65.1% 62.5% 2.7% March 2009 “Global Faces and www.nielsen-online.com/pr/pr_090309.pdf Networked Places” Social Networking Report: Customer’sExpectations C RM New C Comparison:CRM 1.0vs 2.0 TraditionalCRM analyzed to determine success Comparison:CRM 1.0vs 2.0 analyzed to determine success Comparison:CRM 1.0vs 2.0 cialCRM- Automating ★ onverting ★ ding ★ sforming the Conversation Process content to conversations conversations into collaborative exper experiences intomeaningful relation Hype? What it is and is not? Salesforce Service Cloud SugarCRM MarketBright HelpStream RightNow On Demand CRM Mitch Lieberman Paul Greenberg Brian Solis Jeremiah Owyang Brent Leary Valeria Maltoni Denis Pombriant A Prem Kumar Question:Not “if” but “how” Peoplelikedoingbusiness withpeoplethey like; love doingbusiness with people they trust Leverage web for! More ... Listening,sharing&participating ...! ss Talking 1.0,selling and marketing 1.0 style The Social Customer’sTools ultimate-social-media-experiment/ Real World Experiences • Ford hasa SocialMedia Head!- ScottMonty • “Social Media is not an afterthought”integrated with marketing strategy • Ford handed keys to 100new “Fiesta’ for testing http://www.inquisitr.com/21526/ford-tries-theultimate-social-media-experiment/ http://adage.com/digital/article?article_id=135943 Real World Experiences • “Brand conversations are no longer one way”- Simon Clift CMO • “Communicate about deeper issues” • Marketing Programs with socialbenefits-Lifebuoy Prog http://adage.com/digital/article?article_id=135943 Real World Experiences • Useof online listening platforms and social networks • Justin Ball’s Mor.ph Review • Global community participant for emergent industries ROI? not supposed to bea closing tool. Socialmed n opening tool,away to keep lines of communicationopen andmaybe evenkeep pipelines It mighteven help reduce the sales cycle.” is in developing the kinds ofrelations rve you overtime, if you’rea sales person, in pursuingopportunities and finding leads& developing ekindof salesintelligence that provides you with th nsight in making your job easierand better. Acknowledgment! Valuable whom Contributors ShapingSocialCRM (all of youcanfind and engage ONLINE!) Slides: Father’s Brent Leary’s ‘Social CRM:Not Your CRM’ and Fabio Cipriani’s ‘Social CRM’ CRM Analysts: Paul Greenberg(@pgreenblog), Brent Leary (@brentleary), A. Prem Kumar(@scorpfromhell), Bob hompson (@bob_thompson), Mitch Lieberman (@mjliebs), ane Gibson(@shanegibson), Denis Pombriant (@denispombriant) SocialMedia: Brian (@jowyang) Solis(@brian_solis), JeremiahOwyang Connect :) 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