alt-invest real world social crm use cases
DESCRIPTION
This is the slide deck used for our Real World Social CRM Uses Cases presentation at SugarCon 2010.TRANSCRIPT
Real World Social CRMUse Cases
Josh Sweeney
www.ALT-Invest.net
A consulting company that focuses on making other consulting companies successful through staff and service augmentation.
Background:
Inside Sales Enterprise Sales
Background:
•Built the first Twitter to CRM integration
•Consulted companies on social integrations and the use cases
•Majority of my work was focused on B2B
What qualifies me as a Social CRM expert?
•Real World Social CRM Use Cases
•Specific Business Use Cases
In this presentation…
How many of you work in the SMB space?
Small to Medium Businesses: 0-999 Employees
Poll…
How many people do B 2 B transactions?
Poll…
Use Case 1: Personal Connection
Recurring Sales
Sales PersonBill
( Telecom Sales )
ClientRon
( Telecom Engineer )
Use Case 1: Personal Connection
Recurring Purchases
Bill makes notes in CRM
about Ron
Example:
Two children Motorcycle racing
Use Case 1: Personal Connection
Bill makes notes in CRM
about Ron
Example:
Two children Motorcycle racing
Use Case 1: Personal Connection
Use Case 1: Personal Connection
The Solution: Real Time Data
Use Case 1: Personal Connection
Use Case 1: Personal Connection
Use Case 1: Personal Connection
•Traveling•Health•Attending Conferences/Meetings•Comments on Presentations
Other Updates:
Use Case 1: Personal Connection
Issues::
•How many people update social networks?
•Finding Contacts on Social Networks
Use Case 1: Personal Connection
15 Million active Twitterers -
35 Million users update Facebook each day –
LinkedIn 50 million users –
User Metrics:
Use Case 1: Personal Connection
Everyone who has time to find and enter contact Id’s from each social network raise
their hand.
Use Case 1: Personal Connection
Each Contact For Each Social Network
Use Case 1: Personal Connection
3rd Party Service
Automation: A Contact is Added
Use Case 1: Personal Connection
Use Case 2: Shortest Optimal Path
Traditional Sales
Social CRM Integrations can Change This
John – ( Sales )Marketing
Automation
Samir – C Corp VP of Marketing
John’s Target
Use Case 2: Shortest Optimal Path
Use Case 2: Shortest Optimal Path
Problem with Linked In:::• It isn’t readily available in CRM
•It doesn’t weigh the optimal route for the introduction across all networks
Use Case 2: Shortest Optimal Path
A
B
John Samir
Use Case 2: Shortest Optimal Path
Multidimensional Scale:
•Most Influential Ratings
•Number of Followers
•Linked In Recommendations
•Other Helpful Criteria
Use Case 2: Shortest Optimal Path
Automation is Straightforward
Use Case 2: Shortest Optimal Path
Use Case 3: Enhance Consumer Interactions
•Problem with Products
•Rating Products
•Researching for Purchase
Great Customer Support!
Use Case 3: Enhance Consumer Interactions
Best Possible Support
Social SupportQueue
Researching BI Tools
Whitepaper
Use Case 3: Enhance Consumer Interactions
Sales Guidance
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
Can’t get product X to work. Support
How may I assist?
Use Case 3: Enhance Consumer Interactions
Example: Monitoring Product X
•Reach Out On Their Terms
•Don’t Make Them Do Extra Work
•Be Timely.
Use Case 3: Enhance Consumer Interactions
Key Points
Support Metrics:
•Time Spent On The Issue
•Response Time
•Other Key Indicators
Use Case 3: Enhance Consumer Interactions
Researching BI Solutions
Bob MatthewBI ConsultantShopper
Use Case 3: Enhance Consumer Interactions
Sales and Presales
Researching BI Solutions
Bob Matthew
Use Case 3: Enhance Consumer Interactions
Without Monitoring Social Networks
Use Case 3: Enhance Consumer Interactions
Support Is Overwhelmed
Looking at Various BI Tools
Looking at Various BI Tools
Lead
Use Case 3: Enhance Consumer Interactions
Text Mining Social Updates And Route
Use Case 3: Enhance Consumer Interactions
Lead Follow Up
Efficient Interactions
Michael( Trying to install X CMS)
Jenny
Having a difficult time installing X
CMS
Support Case
Use Case 3: Enhance Consumer Interactions
Knowledge Base
3rd Party Website
Have you tried this tutorial?
Use Case 3: Enhance Consumer Interactions
Point a User to Data
Jenny
Suggested Responses
Having a difficult time installing X
CMS
Having a difficult time installing X
CMS
1. Have you tried this tutorial “LINK”?
2. Can you provide environment details?
3. Which step is causing an issue?
1. Have you tried this tutorial “LINK”?
Use Case 3: Enhance Consumer Interactions
Use Case 4: Integration into your portal
Portals Are Social
Rank: 48 7612
Use Case 4: Integration into your portal
User Rankings Go Deeper Than Purchases
Jill Mike
Use Case 4: Integration into your portal
Sales See Them As Equals
Did you try?
How do I?
Use Case 4: Integration into your portal
Look for the Assets
Jill Mike
Use Case 4: Integration into your portal
Acknowledge The Assets
•Higher Priority in Queue
•Discount on Renewal
•A Simple Thank You
Use Case 4: Integration into your portal
Return The Favor
A
B
F
Use Case 4: Integration into your portal
Enhances Shortest Optimal Path Selling
Automation: Rank By Posts
A BF
0 Posts
1000 Posts
800 Posts
Use Case 4: Integration into your portal
Use Case 4: Integration into your portal
Avg Length of
Posts
Avg Posts per Month
OverallSentiment of Posts
A
Better Ranking and Asset Notification
Use Case 4: Integration into your portal
•Obvious Benefit
•Cost Effective
Conclusion
Questions?
Josh Sweeney
Twitter: JoshSweeney
Website: www.ALT-Invest.net