CRM and Social Media
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The document discusses CRM 2.0 and its impact on customer relationships, emphasizing the importance of engaging customers through social media and adapting business strategies accordingly. It presents statistics on internet usage in South Africa, highlighting the growing digital landscape and the need for businesses to listen to and understand their customers. Global trends in social media are outlined, suggesting that companies must embrace a culture of engagement and move away from traditional control-driven approaches.
CRM and Social Media
- 2. CRM 2.0! The customer really is King.!
- 4. Twits, twats or tweets? Today = Brave thinking and thought leadership!
- 6. Leaders, followers and the crowd… sounds a li2le like Social Media doesn’t it?
- 7. Exactly what CRM 2.0 is, and what it means to today’s organizaCons, remains a bit unclear. Some define it as a way to use the Internet to enhance tradi=onal, one-‐dimensional interac=ons between companies and their exisCng and potenCal customers by giving clients greater control over how they communicate with the firms they do business with and providing them with the tools needed to form the foundaCon of the relaConship. Others will say that it’s a blend of methodologies, processes, and technologies that create a culture that is beneficial to both company and client. And certain industry pundits have even gone as far as to say that CRM 2.0 enables a completely unhindered flow of informa=on that gives customers and businesses the opportunity to work in close concert to develop new offerings, or be2er use exisCng ones.
- 8. SA’s Digital Landscape ! Most stats from Arthur Goldstuck’s World Wide Worx Research. Precious few are made up.
- 9. Hat =p: Arthur Goldstuck for confirmaCon of the stats (even the roughly right ones) www.worldwideworx.co.za
- 10. How many people in South Africa?
- 11. South Africa has about 50 million people.
- 12. How many people browse the Internet in South Africa?
- 13. 6.8 million browse the internet (including cellphone browsing, excluding applicaCons like MXIT).
- 14. How many people access the Internet using a mobile applica=on?
- 15. About 11 million people access the Internet using a mobile applicaFon! WOW!
- 16. How many Facebook users do we have?
- 17. There are around +-‐ 3.9 million FaceBook users.
- 18. How many Twi"er users do we have?
- 19. About 800,000 ac=ve Twi"er users.
- 20. Let’s talk mobile! Ac=ve SIM cards vs cellphone users?
- 21. 51.1 million acFve SIM Cards & 38 million cellphone users!
- 22. What’s the % split between Pre Paid and Contract?
- 23. 80% Pre Paid. 20% Contract.
- 24. How many Please Call Me’s do you think get sent every month?
- 25. South Africans send over 900 million Please Call Me’s per month.
- 27. How many SmartPhones will there be in SA by end 2011?
- 29. How many “pages” do you think the average South African browses on their cellphone?
- 31. Top 3 mobile sites in SA?
- 33. And lastly, just for wow value…
- 35. The Big Elephant !
- 36. So we know there are roughly 3.9 million South African FaceBook users. What do you think the gender split is?
- 38. % of SA Facebook users over the age of 30?
- 39. Almost 60%!
- 40. Let’s say we were targe_ng content or products… Rugby vs Cricket?
- 42. ANC vs DA?
- 46. And my personal favourite… Deloi"e vs Accenture (as a recruitment agent of course!)
- 48. The Social Media “Secret” !
- 50. World Café Session 1 South Africa is approaching the digital Fpping point. Business is increasingly occuring on a level playing field where everyone has a voice. You’re encouraged to lose control, take yourself a liQle less seriously. You’re told that you no longer control the message. You’re told to listen! DISCUSSION #1: How does your current CRM strategy incorporate intelligence gained from "listening to customers"? What might happen inside your organisa=on when you start responding and engaging in conversa=ons on social channels?
- 51. Getting a bit more intellectual about it !
- 55. Lose control, you don’t control the message. That’s a roman=c story!
- 56. But never forget the number one rule of the social web…
- 58. OK. OK. So there’s some amazing stuff possible?
- 59. Business is going to have to harness (or at least understand) the power of conversaFon and community. And remember it (CRM?) So where do we start?!
- 61. We also start by understanding that real rela=onships require that you give up control.
- 62. They’re also not a one way conversaFon...
- 63. We want to engage! The first problem of engagement is understanding what the hell engagement means?
- 64. Wikipedia: Meaningful brand experience at a contact point.
- 65. Let’s look at 6 global trends for some answers...
- 66. Trend #1 Social Media is plaborm agnosCc. It’s everywhere.
- 67. Trend #2 The DemocraFsaFon of Influence. Everyone has a voice and THEY KNOW HOW TO USE IT!!
- 68. PR’s Circles nfluence Circle of I of Influence
- 72. Not a Trellidoor – but thought it was!
- 74. Think how READY your company needs to be to handle these branching conversaCons?
- 75. Trend #3 AQenFon has become the major currency in aQracFng customers to content / products
- 76. (An=) Trend #4 Social Media is driving the wrong kind of behaviour.
- 77. (An=) Trend #5 Social Media doesn’t scale (at least without cost, effort and business process!).
- 78. Trend #6 MarkeCng is about to get hard. Because we’re going back to Mom and Pop business culture.
- 79. And so the big ques=on becomes...
- 80. Are you serious about this?
- 81. NO. Then listen and fix the problems your customers are talking about. It’s free market intelligence anyway!
- 82. YES. Think big. Pilot small. Plan carefully.
- 86. Oh. And...
- 87. More importantly... Let’s not forget to ask our customers what they want?
- 88. Before we go into Discussion #2, let’s give you a digital take-‐away…. A simple Social Media implementa=on model.
- 89. Listen & Understand Prepare Internally Link to ROI. Share internally. (ObjecCves and Resources) Social Media and Engagement Measure. Implementa0on Choose & Build Presence Model © AndyHadfield.com IdenCfy Influencers Build UClity (a & Detractors reason to return!) Respond & Engage
- 90. World Café Session 2 Love your customers. Scale every relaFonship. Try. Encourage them to talk! Don’t worry, ROI will come. Although… Is Social Media relevant for every company? DISCUSSION #2: How can you deepen the link between CRM and customer service in your organisa=on? How can you use social media to build UTILITY and VALUE for customers?
- 91. Grand finale! We’re in a world where relevance and culture are spreading messages faster than ever before.
- 92. Don’t take it from me. Take it from a bunch of elderly Jews… And a campaign to run the United States of America.
- 94. It’s a new world, one where the original ideal of CRM might just be possible. How are you going to play?
- 95. Where to next? Dive deeper into the world of social media for business with this MasterClass from InternaConal Strategy Group FutureWorld. 1 week in May 2011 ONLY. More informaCon: h2p://www.andyhadfield.com/2011/04/social-‐media-‐masterclass-‐may-‐2011.html
- 96. • Your speaker – h2p://www.andyhadfield.com – h2p://www.onebigwidget.com – h2p://www.twi2er.com/andyhadfield • All content from the day in “social story” form – h2p://www.storify.com/ • African SAP User Group – h"p://afsug.co.za/ • The videos – Making a SPLASH with social media h2p://www.youtube.com/watch?v=tPgQsv2KPwc – Gary Veynerchuk on “Actually giving a fuck” h2p://www.youtube.com/watch?v=BEYjvifUdeM – Obama Social Media Campaign h2p://www.youtube.com/watch?v=AgHHX9R4Qtk