social CRM or CRM
اسلاید 1: Social CRM or CRM 2.0:CRM That Leverages the Social Web
اسلاید 2: HolisticSocialMediaCRMSocialCRM
اسلاید 3: HolisticSocialMediaCRMSocialCRM
اسلاید 4: WhyyourcompanyneedsCRM?
اسلاید 5: WhatisCRM?★★★company-widebusinessstrategyreducecosts&increaseprofitabilitybringstogetherinfofromalldatasourceswithinanorganization★★togetholisticviewofeachcustomeratnear-realtimeallowscustomerfacingemployees-sales,marketing,support,tomakequickyetinformeddecisionsoneverythingfromcross-sellingandup-sellingopportunities★totargetmarketingstrategiestocompetitivepositioningtacticsDestinationCRM-Feb2002
اسلاید 6: “CRMremainsamajorfocusforbusinessexecutives,becausethegoalsofacquiring,developingandretainingcustomersinaprofitablemanneraretimeless,”saidEdThompson,VPanddistinguishedanalystatGartner.--------------------------------------------------------WithoutCRM,youwilllosecustomersandbusinessfasterthantheeffectsofatougheconomiccondition.Gartner&TheRecessionaryEconomy
اسلاید 7: TraditionalCRM1.0
اسلاید 8: UsesnewonlinechannelsandnewcommunicationtoolsTrustsinadvicesmadebyonlineacquaintancesandstrangersTendstobuymoreonlinethanofflineWantstoprovidefeedbackabouttheproductandcustomerserviceExpectsbettercustomerexperienceReadsandcreatesproductreviews,productrankingsandblogpostsSeekssupporttoconnectwithlike-mindedpeersThenewSocialCustomerWeb2.0Stimulated
اسلاید 9: SocialCRMorCRM2.0
اسلاید 10: SocialWeb:NewChallenges
اسلاید 11: OnlineActivityRankSectorGlobalReachGlobalReachIncreasein‘08‘07Rank1Search85.9%84%1.9%2GeneralInterests,85.2%83.4%1.9%Portals,Communities3Software73.4%72%1.4%Manufacturers4Member66.8%61.5%5.4%Communities5Email65.1%62.5%2.7%Nielsen’sMarch2009“GlobalFacesandNetworkedPlaces”SocialNetworkingReport:www.nielsen-online.com/pr/pr_090309.pdfwww.nielsen-online.com/pr/pr_090309.pdfSocialWeb:NewChallenges
اسلاید 12: CRMNewCCustomer’sExpectations
اسلاید 13: TraditionalCRManalyzedtodeterminesuccessComparison:CRM1.0vs2.0
اسلاید 14: analyzedtodeterminesuccessComparison:CRM1.0vs2.0
اسلاید 15: SocialCRM-AutomatingtheConversationProcess★★★convertingcontenttoconversationsextendingconversationsintocollaborativeexperiencestransformingexperiencesintomeaningfulrelationshipsComparison:CRM1.0vs2.0
اسلاید 16: SalesforceServiceCloudSugarCRMOnDemandCRMMitchLiebermanPaulGreenbergMarketBrightHelpStreamRightNowJeremiahOwyangValeriaMaltoniAPremKumarBrianSolisBrentLearyDenisPombriantHype?Whatitisandisnot?
اسلاید 17: Peoplelikedoingbusinesswithpeopletheylike;lovedoingbusinesswithpeopletheytrustLeveragewebfor!More...Listening,sharing&participating...!LessTalking1.0,sellingandmarketing1.0styleQuestion:Not“if”but“how”
اسلاید 18: TheSocialCustomer’sTools
اسلاید 19: •FordhasaSocialMediaHead!-ScottMonty•“SocialMediaisnotanafterthought”-integratedwithmarketingstrategy•Fordhandedkeysto100new“Fiesta’fortestinghttp://www.inquisitr.com/21526/ford-tries-the-ultimate-social-media-experiment/ultimate-social-media-experiment/RealWorldExperiences
اسلاید 20: •“Brandconversationsarenolongeroneway”-SimonCliftCMO•“Communicateaboutdeeperissues”•MarketingProgramswithsocialbenefits-LifebuoyProghttp://adage.com/digital/article?article_id=135943http://adage.com/digital/article?article_id=135943RealWorldExperiences
اسلاید 21: •Useofonlinelisteningplatformsandsocialnetworks•JustinBall’sMor.phReview•GlobalcommunityparticipantforemergentindustriesRealWorldExperiences
اسلاید 22: “It’snotsupposedtobeaclosingtool.Socialmediaisanopeningtool,awaytokeeplinesofcommunicationopenandmaybeevenkeeppipelinesfull.Itmightevenhelpreducethesalescycle.”Itsvalueisindevelopingthekindsofrelationshipsthatserveyouovertime,ifyou’reasalesperson,inpursuingopportunitiesandfindingleads&developingthekindofsalesintelligencethatprovidesyouwiththeinsightinmakingyourjobeasierandbetter.ROI?
اسلاید 23: ValuableContributorsShapingSocialCRM(allofwhomyoucanfindandengageONLINE!)Slides:BrentLeary’s‘SocialCRM:NotYourFather’sCRM’andFabioCipriani’s‘SocialCRM’CRMAnalysts:PaulGreenberg(@pgreenblog),BrentLeary(@brentleary),A.PremKumar(@scorpfromhell),BobThompson(@bob_thompson),MitchLieberman(@mjliebs),ShaneGibson(@shanegibson),DenisPombriant(@denispombriant)SocialMedia:BrianSolis(@brian_solis),JeremiahOwyang(@jowyang)Acknowledgment!
اسلاید 24: twitter:www.twitter.com/friarminoremail:ayap@G2iX.comsites:www.friarminor.comwww.g2ix.com/bloghttp://blog.mor.phresources:www.delicious.com/friarminorConnect:)
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