Social CRMwhat it is and how to implement

Synopsis

• Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment.

• This could include − peer-to-peer customer support− idea management− market research− product launch− brand reputation management

• Join this session and learn how to implement this within Sage CRM.

CRM is…

• “more than just a software application. It is a business solution for all customer-centric processes. It covers every interaction with customers across the entire business. It improves internal business processes, enables closer management of new and existing customer relationships, increases revenues and decreases inefficiencies and provides management with timely and reliable insight to guide decisions.”− Sage Product Brochure− http://tinyurl.com/sageinsights1

Social Media is…

• “is a set of technologies and channels targeted at forming and enabling a potentially massive community of participants to productively collaborate”

• Anthony Bradley, Group Vice President, Gartner Research - January 2010− Sage CRM and Social Media− http://tinyurl.com/sageinsights2

Social CRM is…

• “is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment.”− Paul Greenberg (2009)− http://the56group.typepad.com/pgreenblog/

http://vincos.it/world-map-of-social-networks/

Time on Social Media

Singa

pore

New Zeala

nd

Australi

a UK

France US

IndiaBraz

il05

1015202530354045

Experian Hitwise Data

Social Media as % of time on InternetTime on Facebook in Minutes

http://www.hitwise.com/uk/press-centre/press-releases/which-countries-spend-longest-on-facebook/

We use Social Media because…

• Owner Managers & CEOs

• “I am an opinion leader with a thorough knowledge of my industry.

• I want to raise awareness.”

• Marketing Professionals

• “I need channels to place our content, and therefore build traffic.”

• “I want to know what the public is saying about us.”

• Customer Service

• “I want to help customers solve their problems”

• “I want to share tips and tricks with customers.”

• Sales• “I want new

tools to help me identify sales prospects and progress sales prospects

Goal Setting…

• Your needs determine the goals you set− peer-to-peer customer support, − idea management, − market research, − product launch, − brand reputation management.

• Are you shaping the conversation?− Is your engagement leading to website visits?

o Are you encouraging the conversations to take place within forums that you host?

− How Reputation management?o Building an Authoritative and Trusted voice?o What is the Twitter Sentiment Around round your Brand/Company

Sage CRM in the Social Media Ecosystem

• Sage CRM can be a hub for your Social Media interactions.

• Twitter Integration− Manage your tweets from within Sage CRM

• Interactive Dashboard− Feed based data can be all brought together− Anything stored in the database can be used

o Reportingo Group Building and Marketing

• Easy to use APIs and customisation options which make it easy to mashup new forms of information in the interface.

• Powerful E-mail and E-marketing features can be used for building social interactions.

Inbuilt LinkedIn Integration

Extendable through APIs

Caption = CRM.GetTrans("colnames","pers_lastname")+":";

var strLinkedInProfile = Values("pers_linkedinpublicprofile");

if (Values("act")==220 || Values("act")==520)

{

var strProfileBadge = "<script src='http://platform.linkedin.com/in.js' type='text/javascript'></SCRIPT>";

strProfileBadge +="<script type='IN/MemberProfile' data-id='"+strLinkedInProfile+"' data-format='hover'></SCRIPT>"

Caption += strProfileBadge;

}

Twitter Integration

Create Reports on Twitter Notes

Create Groups using Twitter data

Easily Add Standard Twitter

Gadgets

API’s allow Social Media Metrics to be easily incorporated into the interface

e.g. Klout.com Compare Social Influence

Measurement is important

• Tweetstats.com• Twittercounter.com• PeerIndex.com• Klout.com• Bit.ly• Web Analytics e.g Google goals

− Self Service conversion

Build your Social Network

The Rules• Listen• Share• Engage

• “the conversation belongs to the customer and you are joining in the conversation”

− Jeff Richards, Sage Insights, 2011

• But where does the conversation take place?

Tips• Make sure what you share is

interesting…• Share regularly, frequently

− Best to ReTweet (RT) and reply

• Make sure your profile is complete− Description− Home page− Logo/Avatar− Use Location, if mobile

Sage CRM Email services have a role to play

• Social Media Alerts and Interactions can be stored within Sage CRM.

• Examples of Social Media Alerts− Twitter.com - email when you are mentioned− Tweetbeep.com – keyword monitoring

• You can email publishing services (automatic posting on Social Media)

• Email to Twitter− Twittermail.com

• You can use Sage E-marketing to contact those you have contact on Twitter/Those you don’t have on twitter.

Twitter Email Alert

Other tools

• Social Media Management Tools− Seesmic− Twimbow− Hootsuite− TweetDeck− Ubervu

• Multichannel Posting− Examples

o Ping.fmo Pixelpipeo Hellotxt.com

• Follower Reports− Who.unfollowed.me

• RSS Feed to Post− RSS Graffiti− Twitterfeed (can be integrated with Link

shorteners)− Dlvr.it

• Link shortening/sharing and click Analysis

− Bit.ly – also create QR codes− Zip.pe− Tinyurl.com

• Twitter Sentiment− http://twittersentiment.appspot.com

• App Directories− Http://twitdom.com/

Visit the Sage CRM Ecosystem at www.sagecrm.com

wwwsagecrmcom

Sage CRM

wwwsagecrmcom

Sage CRM (Official Group)

m-Computers Consulting GmbH

Your Contact:

Michael ReischerCEO

+1 (520) 363-1559

+49 (30) 374 900-15

mreischer@m-Computers.com

Thank you for yourAttention