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Dale Rivers Sage

Dale Rivers Sage. Get Serious about Customers. Communicate, Collaborate, Compete. http://community.sagecrm.com @ DaleRiversUK. Where does Social Media plug in to the story?. http:// www.dreamsystemsmedia.com /blog/ index.php /timeline-of-marketing-channels-graphic/.

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Dale Rivers Sage

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  1. Dale RiversSage Get Serious about Customers Communicate, Collaborate, Compete http://community.sagecrm.com@DaleRiversUK

  2. Where does Social Media plug in to the story?

  3. http://www.dreamsystemsmedia.com/blog/index.php/timeline-of-marketing-channels-graphic/http://www.dreamsystemsmedia.com/blog/index.php/timeline-of-marketing-channels-graphic/

  4. Life used to be so simple

  5. “I know only half of my advertising works. The problem is, I don’t know which half.” Henry Ford

  6. More seriously - traditional messaging just doesn’t work … Only 18% people believe what they read in advertisementsSOURCE: ADWeek December, 2009

  7. Who do you trust more? Advertisements or your friends & peers?

  8. Reaching into existing communities is the key to conducting a conversation Expose yourself to an almost infinite number of new customers

  9. Your peers are going to do it …

  10. To achieve radical market shifts … In action

  11. And changing creative platforms …

  12. So many platforms, so many opportunities for messaging …

  13. Which require and provide data …

  14. Think you’ve got difficulties now ?!?

  15. You are unleashing … An explosion of data and a tangle of collaboration … You need a CRM strategy & the tools to manage the work

  16. P The business case for CRMP How & where Social Media plugs into the storyA synthesis of our experiences to share with youOur recommendations, based on our activities On the menu …

  17. Analysis Most large following nodes are topic-centric Promotion of site heavily influenced by traditional media Authors typically interact with < 50 members Authors have frequent interaction with 2-6 members Average weekly posting – 6 new posts + 10 comments Initially posting counts are high while viewership is low. As viewership increases net new postings drop significantly Comments increase

  18. What works for us … Create topic-centric themes Promote, promote, promote the community site(s) Keep the conversation flowing – but don’t over-post Engage any members who interact with us • Engage for us means ….

  19. Social Media and CRM Follow and Search • Search Public Postings (Twitter) • Follow Contacts, Forums, Accounts • Receive Alerts (Google) Monitor UI • Post Messages • Opt-in Profile Log Event Author Authoring UI Aggregate and Take Action CRM Individual • Update • Share, Collaborate • Delegate, Queue • Track & Remind Log Event Take Action Team Network • Blogs, Social Messaging • Relationships, Referrals • Keyword Frequency • Tag Clouds • Voting, Recommendation Social Networks

  20. Sage CRM Solutions – Social Media Tips Six tips, based on our work so far

  21. Social media Tip 1 Understand the activity on your own site before you do anything else. Define where you are and then you will then be able to benchmark the impact of any Social Media activity. 22

  22. Social media Tip 2 No one uses all offline media channels. Don’t feel you need to use every Social Media channel either. Be selective. Choose the channel that already features conversations about your company or your area. 23

  23. Social media Tip 3 Are you using these channels personally? If you aren’t familiar with them now is the time. Set up a Facebook profile, a Twitter feed or a LinkedIn profile. Get comfortable with it yourself. Then set up the official channels for your business. 24

  24. Social media Tip 4 Set up a series of basic guidelines for your people. What can they say, where, when and how? Empower your people to be able to react quickly without layers of ‘approval’ 25

  25. Social media Tip 5 As your level of engagement increases so will the level of resource required. At the highest levels it needs the support of the entire business. Define your level of engagement according to your ability to support it. 26

  26. Social media Tip 6 Are you adding value? Are you helping answer users queries or problems, pointing them to the right solution or providing insights they can use? If not you are not having a conversation – you are advertising 27

  27. CRMYou have been watching…… Any questions……..? • DALE RIVERS • Sage (UK) Ltd • dale.rivers@sage.com • Tel. 0191 294 3000 THANK YOU

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