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Reside's Philip Nelson presents "Social CRM: The New Engagement Realm" at the Integrated Marketing Summit in Denver, 2010
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© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Integrated Marketing Summit
Follow @residerocks on Twitter
Social CRM: The New Engagement Realm
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Introducing Reside
Who we are
What we do
What we value
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
CloudServices
SalesMarketingService
CustomersPartners
Employees
Taking your business model
to the Web
Practice areas
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Who we serve
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
2009: Social Networking Surpasses Email
Email Users
Social Networking Users
Glo
bal U
sers
(M
M)
Social Networking Users Surpass Email Users on 7/09
Source: Morgan Stanley Internet Mobile Report, December 2009
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Application Moving to the Cloud
2000’sCloud Computing
Applications
1960’sMainframe
1980’sClient/server
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
1960’sMainframe
1980’sClient/server
Platforms Moving to the Cloud
2000’sCloud Computing
Platforms
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Broad Change in Internet UsageS
hare
of O
nlin
e U
sage
Top Internet Use Cases
S e a r c h
Source: Morgan Stanley Internet Mobile Report, December 2009
6/06 9/06 12/063/07 6/07 9/07 12/07
3/08 6/08 9/08 12/083/09 6/09 9/09
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Next Generation Devices Changing How We Access the Internet
Ann
ual U
nit S
hipm
ents
(M
M)
2005 2006 2007 2008 2009E 2010E 2011E 2012E 2013E
Desktop
Smartphones
Notebook PCs
Source: Morgan Stanley Internet Mobile Report, December 2009
Device Shipments
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Fundamental Shift in Internet/Cloud Computing
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
“The Facebook Imperative”: The World Has Changed
Amazon.com
Transactional
Tabs
Click
Desktop
Fixed
Location Unknown
Collaborative
Feeds
Touch
Smartphone/Tablet
Mobile
Location Aware
2000 2010
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Yesterday’s CRM Needs to Evolve
Contact Center
Companies invested here:
Customers are here:
Community Sites
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Customers Talk
“These conversations are going to occur whether you like it or not. Do you want to be part of that or not?
“My argument is you absolutely do. You can learn from them. You can improve your reaction time. And you can be a better company by listening and being involved in that conversation.”
Michael Dell,BusinessWeek
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
3,200 followers 281,000 followers 28,000 followers 14,000 followers 1,000,000 followers
Businesses Are Joining The Conversation
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Social CRM…
is Tapping into social networks to improve marketing, sales, and service processes and results.
Social CRM enables companies to create a deeper and more engaging community-based relationship with their customers, in place of the traditional approaches to managing them.
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Attributes of Social CRM
• Social Environment
• Crowdsourced Results
• Community Driven
• Joint Accumulated Value
• Scalable Relationships
• Integrated Analytics
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
www.mystarbucksidea.com
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Why MSI?
Starbucks.com
PartnersCustomers Both
Current communications
Customer Contact Center
Online Surveys
Passion Panel
Customer Voice
Focus Groups
Survey
Promotional Websites (e.g., itsredagain.com)
Mission Review
External Websites (e.g., StarbucksGossip.com)
Customer Comment Cards
Partner Portal
In-Store Experience
"Figure from Salesforce Ideas Blog", "http://blogs.salesforce.com/ideas/online_community_best_practices/", "June 2009"
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
NY Times Homepage Dual Marquis
The “bug” on Starbucks.comStarbucks Cardholder email blast and banner
Banner AdsLaunch Only
(the only paid marketing)Email Blast
Corporate Web Site Bug on every page
Offices Signage
Meetings6,000 mouse pads, interactive booth, part of the
transformational agenda
Launch Marketing
"Figure from Salesforce Ideas Blog", "http://blogs.salesforce.com/ideas/online_community_best_practices/", "June 2009"
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
• Community Moderators– 30-40 throughout the organization, 2 hours per week– 2-3 per department (Beverage, Card, Food, HR, etc)– Two responsibilities:
• Moderate Ideas • Promote Key Ideas to Manager
• Managers– 1 per department– Two responsibilities:
• Support time commitment of moderators• Build business case around Key Ideas
• Executives– Fully supported from highest level of company
Company Commitment
"Figure from Salesforce Ideas Blog", "http://blogs.salesforce.com/ideas/online_community_best_practices/", "June 2009"
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
• Implement a formal process to put ideas into action
• Flag content that is under consideration
• Share stories of how user ideas are being adopted
Ideas in Action Process
"Figure from Salesforce Ideas Blog", "http://blogs.salesforce.com/ideas/online_community_best_practices/", "June 2009"
Idea Moderators Gather Information
Ideas are vetted
Shared with Leads
Leads help build Businesscase
Presented to ExecutiveTeam for approval
Blog post announcing decision
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
MSI - Ideas in Action
– The single most important page on the site
– Frequent “blog” posts on actions taken—and further discussion
– Authors from every level and department
– Besides reporting action, a place to hone discussion
"Figure from Salesforce Ideas Blog", "http://blogs.salesforce.com/ideas/online_community_best_practices/", "June 2009"
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Results• 40,000 ideas submitted in the first 3 months.• 310,000 votes obtained in the first 2 months the site was live. • 94 ideas were put into action in the first year the site was launched.• Ideas implemented include:
• Gluten-free options, • oatmeal, • free coffee on election day • new ideas for the Starbucks Gold Card program.
Check it out at www.mystarbucksidea.com
www.mystarbucksidea.com
"Figure from Salesforce Ideas Blog", "http://blogs.salesforce.com/ideas/online_community_best_practices/", "June 2009"
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Best Practices
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Communities and Channels
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Opportunities and Challenges
How do we take action and deliver measurable business impact?
How do we expose this wealth of insight back to the company?
How do we engage in the conversation and channel this energy?
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
What is your goal?
• Facilitate Innovation
• Drive Loyalty
• Monitor Brand-Health
• Enable Self-Service
• Identify Leads
Facilitate Innovation
Drive Loyalty
Monitor Brand Health
Enable Self-Service
Identify Leads
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
What is your approach?
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Plan to engage and iterate
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Work for results
Increase Employee Pride
Gain Customer Insight
Harness Innovation
Create Competitive Differentiation
Generate Better Qualified LeadsDrive Down Support Costs
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
FICO - Decisions Community
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Peer-to-Peer Community
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Peer-to-Peer Community
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Results• 620 users signed up for the Decision Management Community in the first month the
site was launched• Second largest source for leads• Continual customer engagement from around the globe, rather than only twice a
year.
You can check it out at decisions.fico.com
Peer-to-Peer Community
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Metrics
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Metrics
Traffic
Engagement
Pipeline & Conversion
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Traffic
Traffic
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Engagement
Engagement
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Pipeline & Conversion
Pipeline & Conversion
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Tools
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
The Central Hub
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
The Central Hub
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
The Central Hub
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
The Central Hub
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
The Central Hub
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Unfortunately, Most CRM Data is Out-of-date and Incomplete
65% of titles incorrect
42% of addresses incorrect
43% of phone numbers incorrect
37% of email addresses incorrect
1Coe, John M. “B2B Data Decay – The Untold Story.” Sales & Marketing Institute. 2002 http://www.b2bmarketing.com.
2009 2010
70% of Contact Data Outdatedafter 12 Months1
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
CRM Data is the Lifeblood of CRM Applications
Critical for Pros pecting
Required for Cus tomer Analys is
Marketing Lis ts
Sales Reps
Bus ines s Cards
Web Forms
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Jigsaw: Industry Leader in the Data Services
, :Larges t Mos t Accurate Databas e 22 million + B2B contacts
- : Crowd s ourced bus ines s data1.4 million+ community adds 36,000 new contacts per day
- :Real time updates Community updates 12,000 contacts per day
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Jigsaw: Has Two Parts
Open Architecture
1.4 million members
22 million contacts
36,000 new per day
4 million account records
1 million updates
Lists and Leads
Integrated Data Services
OEM
Databas e Creation &Maintenance
Sales of Data
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Jigsaw has Two Customer Targets and Multiple Product Offerings
Sales Marketing
Data Acquisition only
Data Acquisition & Data Hygiene
List
Clean
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Jigsaw Data Fusion
40,000 new contacts per day
1.5 million updates per month
, Alerts Triggers for all 55,000 users
, , Reporting Contro l Analytics
Seamles s CRM integration
Migrate 1,200 individual users
, Chatter Integration Roadmap
Hygiene automated, inside CRM
Sales control, application
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Common Tool Integrations
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Conclusions
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Listen, Analyze, Relate, Act
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Be Yourself
• Not a vehicle for marketing
Be Open• Comments not censored• Establish Bill of Rights – need strong social media policy • Terms and Conditions for users• Monitor for compliance with community policies
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Be Easy
• Provide a desirable user experience
Be Engaging• Engaging content trumps slick design
Listen and Learn• Listen and learn from feedback, metrics• Plan to make changes over time• Expect and prepare for negative feedback• Have thick skin
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Share Nicely
• Sales / Operations / Marketing• Integrate with other business units, efforts, systems• Have Subject Matter Experts participate in the
community
Be Transparent• Must walk the fine line with sensitive information• Internal input is as important as external input
Communicate Often• Ongoing communication is critical to maintaining
user engagement• Develop a communication plan prior to launch
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Participate and Integrate
Community Sites
Social CRM
© 2010 Reside, LLC. All rights reserved. 2815 Wayzata Boulevard | Minneapolis, MN 55405p: 612.767.2000 | www.reside.biz
Thank you!