Social CRM on a shoestring

Social CRM on a shoestring

XPG Digital MarketingClo Willaerts

Yento, 24 May 2011

Customer Relationship Management

●Strategy for overseeing clients and sales prospects

●Technology to organise, automate, and synchronize business processes:

● sales activities, ● marketing, ● customer service, ● technical support

What is CRM?

Social CRM

Chess Media Group's Guide to Understanding Social CRM:

"Social CRM is based on the simple premise that you are able to interact with your customers based on their needs, not your rules."

Customer needs perception gap

Cluetrain

[M]arkets are conversations. Their members communicate in language that is natural, open, honest, direct, funny and often shocking. Whether explaining or complaining, joking or serious, the human voice is unmistakably genuine. It can't be faked.

Social CRM tools

How I use social CRM

Cold calling [...], which used to be a backbone method in sales, will become less prominent. Rather than pick up the telephone and call someone we have never contacted before, we will pick up the telephone and call someone with whom we have had an established relationship via Twitter or Linkedln.

‘The New Handshake’ (Joan C. Curtis and Barbara Giamanco)

Backup: Gmail contacts

Harvesting from LI

Harvesting from FB

Rapleaf's social profile URL API

e.g.●Flowtown●Gist●Twitalyzer

Identity = what you share

Dossier

Alternative: Qwerly API key?

This presentation:

Http://www.slideshare.net/bnox

Questions?

Clo.willaerts@sanomamedia.be

Social media for business?

Http://www.conversity.be/blog