Wer oder was ist eigentlich Social CRM?

6. Video: Get serious about social.

7. Facebook isn’t how they do it of fans mention the .5% brand on facebook 1 of fans return to the 2% facebook brand page 2 of brand posts make it 17% to fans’ news feeds 3 of fans find brand 60% messaging annoying on FB 1: Ad Age, quoting Ehrenberg-Bass Institute study, 2012 > 2: AdWeek, quoting Networked Insights study, 2011 > 3: Mashable, quoting Facebook, 2011 > #seriousaboutsocial

8. 8 The «Social Sales» Opportunity. 74% «Of companies seeing measurable business benefits by using Web 2.0 technologies.» Source: McKinsey & Company,»How social technologies are extending the organization”, November 2011. 57% «Of US business executives anticipate increased revenue or sales as a result of implementing a Social Business strategy.» Source: Penn Schoen Berland, «The Jive Social Business Index Survey.», July 2011. 80% «Of companies plan to increase the use of Social Media, Customer Analytics as well as CRM in the coming years.» Source: IBM Institute for Business Value, «Frem Stretched to Strengthened. Insights from the Global CMO Study.», October 2011.

9. 9 Our Social CRM Roadmap  Intro  Background & Definitions  Examples 1-8  Social Identities, Social Media Monitoring, Network Analysis  Examples 9-17  Social Connections, Intelligence, Visualization  Bonus: Mobility & CMS  Outro  Implementation & Recommendations

11. 11 Customer Intimacy is CEO Priority #1 Source: IBM Institute for Business Value, «Capitalizing on Complexity – Insights from global CEO Study», May 2010.

12. 12 What is CRM? Marketing Sales Services eMarketing eCommerce eServices Campaigns Accounts Contact Center Promotions Partners Requests Contacts Cases Activities Opportunities Leads Complaints Pricing Orders Quotation Surveys Products Knowledge Configurators ContractsForecasting Installed Base Planning Field Force Incentives Spare Parts Communities Influencers Time&Travel Scheduling Warranty Lifecycle Analysis & Reporting Market 360d view Simulations Value Dashboard Model Segmentation KPI Planning Trends Copyright 2013 by Andreas Uthmann

14. 14

15. 15 The Evolution of Customer Relationship Mgmt. Hierarchies Value Networks Communities 1990+ 2010+ Analytical • Process efficiency • Effectiveness • Strategic decisions • Cycle times • Virtual Teamwork • Market knowledge • Costs • Social networks • Performance • Quality Monitoring • Communication • Reporting Transactional Collaborative 2000+ Copyright 2013 by Andreas Uthmann

33. 33 The 4C’s: Social Media Opportunities Listen Engage Social Media Monitoring Online Support Content Collaboration Social Community Media Crowdsourcing Social Media Marketing Co-innovation Promote Learn Copyright 2013 by Andreas Uthmann

35. Brandwatch Social Media Monitoring

36. Brandwatch Social Media Monitoring

37. Netbreeze – Understanding Your Audience

39. HubSpot: Inbound Marketing

41. 43 Why «Social Sales»? Source: Aberdeen Group, «Social Selling: Best-in-class Targeting of the Right Message, at the Right Time, for the Right Person», 2012. Copyright 2012 by Blueconomics Business Solutions GmbH

44. 46 Mark S. Granovetter, 1973

47. 49

48. 50 Source: McKinsey & Company, November 2012.

50. 52 Break

53. 55 What REALLY is a Social Network?   People Relationships Content  Contacts/Pic  Connections  Status Updates  Job/Title/CV  Friends  Posts/Tweets  Interests  Follower  Pics/Vids/Docs Profile Social Graph Newsfeed Copyright 2013 by Andreas Uthmann

55. Ajando: Marktentwicklung Google Search-Volumen von 2004 bis 2012 • Der Google Insight Search-Index gilt als Indikator zur Erkennung weltweiter Trends „Inbound Marketing“ • Dargestellt ist die Anzahl der Google- Suchen der Jahre 2004 bis 2012 nach den angegebenen Keywords „Social Media“ • Seit 2009 boomen die Themen Inbound Marketing & Social Media • Zugleich nahm das Interesse am „Telemarketing“ Thema Telemarketing stetig ab *Quelle: Google Insight, Abfrage vom 25.02.2012 57

57. Video: What’s better than cold calling?

58. 60

64. 67 Investment Priorities Source: IBM Institute for Business Value, «Frem Stretched to Strengthened. Insights from the Global CMO Study.», October 2011.

66. «A wealth of information creates a poverty of attention.» Herbert A. Simon, Social Scientist, Nobel Prize in Economics

67. Squirro for Sales Intelligence Industry issues and goals: Stay on top of industry news Increasing – annual pressure on quota targets – ramp up times and cost – complexity and time pressure of research Stay in the know on leads – Drive for improved Sales Intelligence! – Follow news about your customers – Track their product and media mind share – Stay on top of trends in your industry – Improve your win rate – Decrease your cost of sale – Reduce time and cost of ramp up – Improve pipeline qualification – Increase customer facing time Be the first to act on relevant information Designed and produced in Switzerland Squirro – © 2012 Nektoon AG

68. Today: Available in CRMs and on the Web Salesforce, SAP, SugarCRM*, MS Dynamics*, and on any Smartphone and Tablet Live and selling Available, yet in Beta * Under development Designed and produced in Switzerland Squirro – © 2012 Nektoon AG

70. 74

73. 77 Collaborative Enterprise Network

86. 90 Pitcher: Engaging Sales Presentations

89. 93

90. 94 Ajando: Social Seller Roadmap  Entwicklungsstufen im Social Selling ANFÄNGER MACHER KOORDINATOR SOCIAL SELLER Website erstellen Digitale Präsenz festigen Zusammenarbeit mit Wird von Firmen kontaktiert Vertriebsteam, Kunden, Eigene Marke erschaffen Kunden auf dem Laufenden Ständige Präsenz im Markt halten zukünftigen Kunden und Auffindbar sein Geschäftspartnern = CHANCEN FÜR SIE, NICHT Erreichbar sein Kundentrends nutzen FÜR IHREN KONKURRENTEN = VERKAUFSZYKLUS Kunden in Bewegung setzen BESCHLEUNIGEN Neue Kontakte finden Netzwerke mobilisieren = INTERESSE BESTÄTIGEN & IN BEWEGUNG SETZEN = NEUE KONTAKTE FINDEN • In vielen Netzwerken bekannt • Relevante Inhalte für Zielgruppe • Sich besser organisieren bereitstellen/Mehrwert • LinkedIn-Gruppen beitreten • Automatisierte Status-Updates • Nachrichten an Kunden • Zusammenarbeit mit • Früher von Projekten wissen = • Social Messaging & Vertriebsteam & Kunden mehr Kontakte, Chancen, Deals Sharing • „Get connected“ • Zu Blogs/Artikeln Stellung • Der Konkurrenz voraus • Social Networking nehmen • Profile schaffen/ aktualisieren

91. 95 McKinsey Quarterly: Six social-media skills every leader needs

94. 98 Blueconomics Market Model Marketing Stage Sales Status KPI Potential n/a n/a Access n/a Coverage Marketing Awareness Prospects Reach Interest Leads Prospect Conversion Consideration Opportunities Lead Conversion Information RFI RFI Rate Pre-Evaluation Budgetary Offer Pre-Bid Proof Feasibility Study POC Rate Sales Preference RFQ Request Rate Evaluation Offers Bid Rate Commitment Customers Hit Rate Repeat Loyality Repurchase Rate Service Customers Referral Net Promoter Net Promoter Score

95. 99 Why Social CRM? Business Lifecycle Cross- & Growth Revenue Upselling Increase Optimize Collaborate Win Rate Touchpoints Effectively Drive Your Sales, Marketing and Service Effectiveness by leveraging the power of collaboration, social networks and CRM. Pro-Active Enhance Mitigation Efficiency Risks Costs Copyright 2013 by Andreas Uthmann

96. 100 The Networked Economy Source: McKinsey & Company,»Business and Web 2.0: An interactive feature”, November 2011.

97. 101 Surprise, Surprise...

99. Beflügeln Sie Ihren Verkauf.

101. Andreas Uthmann Zürich, Februar 2013 Wer oder was ist eigentlich Social CRM?

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