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ALT-Invest real world social crm use cases
- 1. Real World Social CRM Use Cases Josh Sweeney
- 3. Inside Sales Enterprise Sales Background:
- 6. How many of you work in the SMB space? Small to Medium Businesses: 0-999 Employees Poll…
- 7. How many people do B 2 B transactions? Poll…
- 8. Use Case 1: Personal Connection Recurring Sales
- 9. Sales Person Bill ( Telecom Sales ) Client Ron ( Telecom Engineer ) Use Case 1: Personal Connection Recurring Purchases
- 10. Bill makes notes in CRM about Ron Example: Two children Motorcycle racing Use Case 1: Personal Connection
- 11. Bill makes notes in CRM about Ron Example: Two children Motorcycle racing Use Case 1: Personal Connection
- 12. Use Case 1: Personal Connection The Solution: Real Time Data
- 13. Use Case 1: Personal Connection
- 14. Use Case 1: Personal Connection
- 15. Use Case 1: Personal Connection
- 19. 15 Million active Twitterers - 35 Million users update Facebook each day – LinkedIn 50 million users – User Metrics: Use Case 1: Personal Connection
- 20. Everyone who has time to find and enter contact Id’s from each social network raise their hand. Use Case 1: Personal Connection
- 21. Each Contact For Each Social Network Use Case 1: Personal Connection
- 22. 3 rd Party Service Automation: A Contact is Added Use Case 1: Personal Connection
- 23. Use Case 2: Shortest Optimal Path Traditional Sales Social CRM Integrations can Change This
- 24. John – ( Sales ) Marketing Automation Samir – C Corp VP of Marketing John’s Target Use Case 2: Shortest Optimal Path
- 25. Use Case 2: Shortest Optimal Path
- 27. A B John Samir Use Case 2: Shortest Optimal Path
- 29. Automation is Straightforward Use Case 2: Shortest Optimal Path
- 31. Great Customer Support! Use Case 3: Enhance Consumer Interactions Best Possible Support Social Support Queue
- 32. Researching BI Tools Whitepaper Use Case 3: Enhance Consumer Interactions Sales Guidance
- 33. Can’t get product X to work. Love using product X!. Comparing product X to competitors. Support Marketing Sales Use Case 3: Enhance Consumer Interactions Route And Manage Filtered Updates Queue Route
- 34. Can’t get product X to work. Support How may I assist? Use Case 3: Enhance Consumer Interactions Example: Monitoring Product X
- 37. Researching BI Solutions Bob Matthew BI Consultant Shopper Use Case 3: Enhance Consumer Interactions Sales and Presales
- 38. Researching BI Solutions Bob Matthew Use Case 3: Enhance Consumer Interactions Without Monitoring Social Networks
- 39. Use Case 3: Enhance Consumer Interactions Support Is Overwhelmed
- 40. Looking at Various BI Tools Looking at Various BI Tools Lead Use Case 3: Enhance Consumer Interactions Text Mining Social Updates And Route
- 41. Use Case 3: Enhance Consumer Interactions Lead Follow Up
- 42. Efficient Interactions Michael ( Trying to install X CMS) Jenny Having a difficult time installing X CMS Support Case Use Case 3: Enhance Consumer Interactions
- 43. Knowledge Base 3 rd Party Website Have you tried this tutorial? Use Case 3: Enhance Consumer Interactions Point a User to Data Jenny
- 45. Use Case 4: Integration into your portal Portals Are Social
- 46. Rank: 48 76 12 Use Case 4: Integration into your portal User Rankings Go Deeper Than Purchases
- 47. Jill Mike Use Case 4: Integration into your portal Sales See Them As Equals
- 48. Did you try? How do I? Use Case 4: Integration into your portal Look for the Assets Jill Mike
- 49. Use Case 4: Integration into your portal Acknowledge The Assets
- 51. Use Case 4: Integration into your portal Enhances Shortest Optimal Path Selling A B F
- 52. Automation: Rank By Posts A B F 0 Posts 1000 Posts 800 Posts Use Case 4: Integration into your portal
- 53. Use Case 4: Integration into your portal Avg Length of Posts Avg Posts per Month Overall Sentiment of Posts A Better Ranking and Asset Notification
- 55. Questions? Josh Sweeney Twitter: JoshSweeney Website: www.ALT-Invest.net
Hinweis der Redaktion
- Information Security
- Social integrations to existing crm, smb ways to leverage social media, enhance b2b interactions.
- As you will see in my presentation
- Builds relationship, consistent business,
- Ron and Bill have done business in the past.
- Notes go stale, not real time.
- The Solution is to get real time information
- With Social integration, Bill can click a button…
- Before calling Ron, Bill clicks this button
- Bill sends get well card, instead of calling, followup with email to schedule call after Ron feels better.
- followup with email to schedule call after Ron feels better.
- Of course, someone posting
- After seeing Use case 1..
- Lets start off with the Metrics.
- Everyone who has time to find
- Determining each contacts, linked in, twitter, or facebook ID’s
- The next step is to have hooks in crm, contact is added a 3 rd pty service finds IDs.
- Now lets move on to the next use case. Traditionally when a sales person wanted to target
- Lets take a look at a scenario, John sells a marketing automation product
- By integrating social networks into the crm.
- Linked In already has this functionality
- What should actually happen, is that the crm would find routes
- This multidimensional scale could include.
- The automation use case is very straight forward
- For use case 3, it’s all about enhanced consumer interactions
- If your support team is trying to provide the best product support possible
- This also goes for sales, if someone tells the whole world
- Now that we have this influx of information, we have to map and manage it
- For example, your monitoring all updates on product X
- One key point I wanted to reiterate, is that support reaches out to them via
- The Social CRM will let you do this with ease.
- The exact thing should happen in sales and presales
- Without monitoring social networks, matthew would have never known about bob.
- You may be looking at this and thinking my support team
- By text mining social updates and having your social crm route the update
- That person can then follow up with a lead within crm
- Once you have automated routing in place, the next step
- Jenny knows there’s a great tutorial for installation of X cms online,
- What should really happen is that the crm should text mine the update
- The final use case is integration in your own social portal
- By integrating your forum into your crm, you have the ability to rank
- Lets look at two users of a company product forum
- But once you integrate your company forum into your crm and start looking at forum usage
- Now in this scenario, Mike isn’t doing and anything wrong
- One example would be, since Jill appears to be an experienced troubleshooter
- Ranking people in your CRM that contribute to your companies social network
- After you’ve build a plan on how to address various types of assets.
- Over time, get more complex about how ranks are determined by adding in the length of the post,
- The final thing I would like to leave off with is to tell you not to jump into social crm