CRM goes social

CRM GOES SOCIALBY RAMI MOUNLA

OUTLINESocial networking sites overviewSocial quizSocial factsPower of social networkingMicrosoft Dynamics CRM Integration

Available Add-onsPullPushInternal Communication

Conclusion

TOP SOCIAL NETWORKS

SOCIAL QUIZ

SOCIAL QUIZIf Facebook was a country, it would be the <?> largest country

China India Facebook USA0

200,000,000

400,000,000

600,000,000

800,000,000

1,000,000,000

1,200,000,000

1,400,000,000

1,600,000,000

SOCIAL QUIZFacebook has reduced the 6 degrees of separation to ?

3.74

DEGREES OF SEPARATION

SOCIAL QUIZWhat is the second largest search engine in the world?

SOCIAL QUIZHow many hours of video are uploaded to YouTube every minute?

36h

SOCIAL QUIZIt took Twitter 3 years to reach it’s first billionth tweet, how long does it take nowadays?

3 days… and the rate is accelerating

SOCIAL QUIZ

2007 2008 2009 2010 20110

1000

2000

3000

4000

5000

6000

2007 2008 2009 2010 20110

50000

100000

150000

200000

250000

300000

350000

2007 2008 2009 2010 20110

500000

1000000

1500000

2000000

2500000

3000000

2007 2008 2009 2010 20110

100000000

200000000

300000000

400000000

500000000

600000000

2007 2008 2009 2010 20110

100000000

200000000

300000000

400000000

500000000

600000000

REACHING 50 MILLION USERS38 years13 years

3.5 years

3 years35 days

4 years

FACTSOne tweet by Lady Gaga will reach more people than all the combined New Zealand printed newspapers

93% of marketers use social media for business 80% of recruiter use social networking95% of them use LinkedInA new user is added every second to LinkedInNew Zealand is the 4th largest user of LinkedIn

78% of consumers trust peer recommendation Only 14% trust adverts

BRANDS

VALUED CUSTOMER

Bob is a new customer who just bought a $2,000 mountain bike

Joe is a recent customer that has only bought some apparel to date

Amy has been a regular customer for 2 years and spent $4,500 to date Amy

Bob

Joe

• President of the local bike club• Regular blogger on biking• Tweets on new bike trials• 400 Facebook Followers• 280 LinkedIn Contacts

Joe’s Social Profile

SOCIAL PROFILE

NZ ONLINE GROCERIESRegular customer spends more than $200 every week

First time customer

SOCIAL PROFILE

• Likes broccoli• 6k likes• 300+ people talking about him• Makes regular public appearance• Prime Minister of NZ

John’s Social Profile

SOCIAL MEDIA IMPACTWHAT’S IN IT FOR ME?

Fast movement fast changes :: fast adaptabilityHowever the movement is still at it’s infancyNews is coming to you

…but most of it is noiseWork with Social networking

Help you get a lead over your competitorGain more visibilityMarketing Dream

Social Relationship Management

DashboardReportingVisibility & Analysis

ExtensibilityIntegration

RM

360° VIEW

RELATIONSHIPS

RELATIONSHIPS

TYPES OF COMMUNICATIONInternal

Activity FeedsExternal Managed

Public siteBlogsAdvertising

External UnmanagedFacebookTwitterYouTubeBlogs and forums

TYPES OF COMMUNICATION

CRM ADD-ONS: PARROT

CRM ADD-ONS: VIBE

MULTI PLATFORMS & REST SERVICES EXAMPLEhttps://api.facebook.com/method/users.getInfo?uids=4&fields=first_name,last_name&format=xmlhttps://graph.facebook.com/292969390758834http://twitter.com/statuses/user_timeline.atom?id=ramimounlahttp://twitter.com/statuses/user_timeline.json?id=ramimounlahttp://api.linkedin.com/v1/people/id=ramimounlahttps://gdata.youtube.com/feeds/api/standardfeeds/NZ/top_rated_Entertainmenthttps://gdata.youtube.com/feeds/api/standardfeeds/NZ/top_rated_Entertainment?alt=json

DEMO: PULL SOCIAL DATARetrieve social profiles

• Status• Connections LINKAGE

Analyse the connections

DEMO: PUSH SOCIAL DATAIntegrate social media into your line of business

• Create micro blogs• Create events

Analyse public reaction to your input

DEMO: INTERNAL COMMUNICATIONAutomated Activity FeedSegmentation

CONCLUSION

Social RevolutionCRM provides the power of integrationCRM provides tools and features to easily analyse the dataFree Add-onsLater releases emphasises internal social interaction

Email/SMS VS social media

Q & A