صفحه 1:
Social CRM or CRM 2.0:
CRM That Leverages the Social Web
صفحه 2:
55
| Holistic
Social
Media Social
صفحه 3:
55
| Holistic
Social
Media Social
صفحه 4:
your company needs C
صفحه 5:
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
صفحه 6:
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.
صفحه 7:
| TraditionalCRM 1.0
0 و ۱
صفحه 8:
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
صفحه 9:
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%%
صفحه 11:
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
صفحه 12:
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
صفحه 16:
| 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
صفحه 17:
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
صفحه 18:
| 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
صفحه 20:
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
صفحه 21:
Real World Experiences
۱۳۹۵۳۵۳
Labs
¢ Useof online listening
platforms 0ض socialnetworks
¢ Justin Ball’s Mor.ph Review
۰ Global community participant
foremergent industries
G2iX
صفحه 22:
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
صفحه 23:
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)
صفحه 24:
9
60۳0۳6
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