Social media is rapidly becoming key to business communications. Yet, most organizations lack a strategy to facilitate this social system. This is where Social CRM can help. Make social media work for you - generate leads, market your events, recognize issues, and enhance customer relationships.

1. From Listening to ActionSocial CRM July 20, 2011 Lou Ordorica lou.ordorica@web-achiever.com Alex Kwain AKwain@cdcsoftware.com With contributions from Hung Tran and Steve Wilton

3. 3 Reasons Why Social CRM is Good for Your Business

6. Track online presence for contacts and customers

7. Track and manage corporate online presence

8. Ensure compliance

9. Act on social media updates

10. Manage outbound marketing messages

11. Find relationships for opportunitiesand companiesSocial CRM What Can You Do with Social CRM?

12. 3 Reasons (and a successstory) Why Social CRM is Good for Your Business

13. April 30, 1975: Fall of Saigon

14. 130,000 Refugees Escaped Vietnam

15. Hung Tran

16. Trans Kickboxing Fitness

17. 2008: Recession Hits

18. Fighting Back with Social Media

19. Fighting Back with Social Media

20. Fighting Back with Social Media

21. Fighting Back with Social Media

22. Selling

23. Selling

24. Success and Recognition

25. Why Social CRM is Good for Your Business It gives you a competitive edge.

26. 311 Million 164 Million Estimated US Population Estimated US Adult Internet Users Source: Hubspot 100 Awesome Marketing Stats, Charts, & Graphs More than Half of All US Residents Are Online

27. Source: Nielsen NetView, Nielsen VideoCensus, 2011 If All U.S. Internet Time Was Condensed Into One Hour

28. In 2010, Almost 1.2 million SMBs Used Some Form of Social Media Source: NielsenNetView, Nielsen VideoCensus, 2011

29. Over Half of SMBs Say Facebook Helps Their Business Source: Ad-ology, November 2010

30. 95% 85% Percent tweets that are personal in nature Percent tweets with original content Source: 360i.com Whitepaper on Twitter Usage July 2010 Twitter Allows Businesses to Learn about Their Customers

32. Build Relationships

34. More Convenience

35. Improved lifestyleSocial Media Benefits Businesses and Customers

36. Why Social CRM is Good for Your Business It gives you a competitive edge. It brings you closer to your customers.

37. Business Value Challenges Training Selling Compliancy Supporting Customers Silos Running the business Keeping Up Social Media Challenges Businesses

38. “We’ve moved from the transaction to the interaction with customers, though we haven’t eliminated the transaction or the data associated with it.” Paul Greenberg How CRM is Evolving

39. A Strategy is a Set of Choices We Make … When … What … How … is it time to change? has to happen, and when? to make money? … in Order to Be Successful in the Future

40. When … What … How … Start Now! Listening Training Trials Social CRM Tools Social CRM Next Steps

41. Lead Generation Customer Loyalty Opportunistic Sales and Marketing Social CRM Customer Support Business Intelligence Social CRM Use Cases

42. Integrates Social Media Leverages Existing Tools Builds on Existing Skills Integrates with Your Business Workflows Social CRM for Your Business

43. Why Social CRM is Good for Your Business It gives you a competitive edge. It brings you closer to your customers. It provides you opportunities.

44. Five Best Practices for Social CRM Treat Social CRM as Part of Your Overall CRM Strategy How do we get there from here? First things first! Holistic approach

45. Five Best Practices for Social CRM Treat Social CRM as Part of Your Overall CRM Strategy Prioritize and Iterate Where do I start? MySpace anyone? Trial

46. Five Best Practices for Social CRM Treat Social CRM as Part of Your Overall CRM Strategy Prioritize and Iterate Integrate Social CRM into User Workflows Don’t reinvent the wheel What are we doing today? Now where do I go for social?

47. Five Best Practices for Social CRM Treat Social CRM as Part of Your Overall CRM Strategy Prioritize and Iterate Integrate Social CRM into User Workflows Focus on Value What have you done for me lately?

48. Five Best Practices for Social CRM Treat Social CRM as Part of Your Overall CRM Strategy Prioritize and Iterate Integrate Social CRM into User Workflows Focus on Value Keep One Eye on the Future Journey, not a destination What’s next?

49. Five Best Practices for Social CRM Treat Social CRM as Part of Your Overall CRM Strategy Prioritize and Iterate Integrate Social CRM into User Workflows Focus on Value Keep One Eye on the Future

51. lou@web-achiever.com

52. @lordorica

53. http://web-achiever.com

54. Alex Kwain

55. AKwain@cdcsoftware.com

56. http://www.cdcsoftware.comThank You