BITB -- Social CRM
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Social CRM involves using social media data and insights to personalize customer experiences. It allows companies to take a proactive rather than reactive approach by understanding customers across different online interactions and channels. Successful Social CRM requires integrating these digital insights into existing CRM systems to deliver a unified view of customers.
BITB -- Social CRM
- 1. Social CRM
- 2. Definition
- 3. 3 TakeawaysThe secret to getting ROIout of Social is dataPersonalization driven from Social CRM will be the best differentiatorWe have to stop being reactive and start taking a proactive approach to social media
- 4. What it is | Jay Baer“2011 will be the year that we begin to have a unified view of subscribers, fans, and followers. API-driven advances in CRM and databases will enable companies to better understand the full array of their digital marketing and social media relationships.”
- 5. >> We’ve been talking about “one to one” marketing for 20 years. It’s finally here…<<Jay BaerTHE NOW REVOLUTION (2010)
- 6. >>It no longer makes economic sense to send an advertising message to the many, in hopes of persuading the few…<<M. Lawrence LightFormer CMO McDonalds
- 8. Why Social CRM | Social CRM is a Win-WinWhat’s in it for the customerWhat’s in it for the brand
- 9. Mapping users across the web
- 10. Mapping Users Across the WebConnected through professional e-mailConnected through personal e-mail
- 11. Social CRM
- 12. Mapping Users Across the Web$
- 13. SSO is Preferred over New or Guest AccountCreate a New Account 24%Use Social Sign On 41%Use Guest Account 35%
- 14. Social Sign On20-30% increase in Registrations with Social Sign On
- 15. SSO48% of respondents said I am more likely to buy at a site that automatically recognized meSource: Janrain
- 17. Gather | Social Sign On
- 18. Social Sign On
- 19. Social Sign OnAbout MeAddressesBooksCurrent LocationEmailsFriends ListInterested In MeetingInterestsLast UpdatedMoviesMusicOrganizationsPhotosRelationship StatusStatusTV ShowsURLs
- 20. Social Sign OnAbout MeAddressesBooksCurrent LocationEmailsFriends ListInterested In MeetingInterestsLast UpdatedMoviesMusicOrganizationsPhotosRelationship StatusStatusTV ShowsURLs
- 22. Social CRM | Reactive/ProactiveReactiveProactivePublishEngageMineMessageAssignCluster
- 23. Gather | Gamificationga-mi-fi-ca-tionIntegrating game dynamics into your site, service, community, content or campaign, in order to drive participation, loyalty and data collection
- 26. ClusterStyle: ModernNo KidsStyle: TraditionalMarriedStyle: Modern2+ KidsStyle: Traditional
- 27. RFMRFM
- 28. RFMRFMRecency - The length of time since the audience’s last desired behavior (page view, sign-up, survey completion, order, etc.). Customers that have ____ recently are more likely to ____ again versus customers that have not _____ in a while.
- 29. RFMRFMFrequency - The rate at which the audience is exhibiting those desired behaviors. Customers that ____ frequently are more likely to ____ again than customers that have only ____ once or twice.RFMRFMMonetary Value - The sum of the value of the audience’s desired behaviors. Customers that have ____ the most in total are more likely to ____ againexamples
- 30. Examples
- 31. Getting Started
- 32. The Road Map
Editor's Notes
- #5: http://blog.junta42.com/2010/12/the-best-content-marketing-predictions-for-2011/
- #15: Registration: sites that use Facebook Connect as an alternate to account registration have seen a 30-200% increase in registration on their sites.Engagement: sites with Facebook Connect see a 15-100% increase in reviews and other user generated contentTraffic: For each story published in Facebook, we see roughly 3 clicks back to the site. Nearly half the stories in the Stream get clicked on. This creates opportunities for the site to encourage more user actions – knowing that each one may result in 3 new visits to their site. With other models like search, there’s nothing you can do to increase user traffic besides optimizing for keywords.Read more: http://www.businessinsider.com/six-months-in-facebook-connect-is-a-huge-success-2009-7#ixzz1CHJ0Aqgm
- #16: http://suckerpunchcinema.com/main/wp-content/uploads/2010/08/minority_report.jpg
- #18: Facebook has the majority of share, but users want choice
- #24: Facebook has the majority of share, but users want choice
- #25: Facebook has the majority of share, but users want choice
- #28: http://smartdatacollective.com/Home/17660
- #29: http://smartdatacollective.com/Home/17660
- #30: http://smartdatacollective.com/Home/17660
- #31: http://smartdatacollective.com/Home/17660
- #33: http://www.customerthink.com/article/data_nothing_personal_ritz_carltonhttp://www.destinationcrm.com/Articles/CRM-News/Daily-News/For-Ritz-Carlton-It-All-Begins-with-Customer-Knowledge-47424.aspxRitz-Carlton allows each employee to spend up to $2000.00 a need on customer needs, if the employee's estimation, it is necessary (2009, Brock). Additionally, this company believes that workers should be trusted to resolve a customer issue to resolution, personally owning and if need be, shepherding the customer issue through various departments throughout the organization. This principle is communicated and reinforced throughout the entire company. http://www.buzzle.com/articles/the-new-gold-standard-ritz-carlton.htmlhttp://www.cloudave.com/827/how-comcast-approaches-social-crm/ http://www.jmorganmarketing.com/how-comcast-approaches-social-crm/
- #37: ADD EXACT TARGET