social crm speaker #scrm strategy for pivotal scrm cdc software

Going Social with CRM: How Social Media is Turning Sales Upside Down

With Shane Gibson Co-author Sociable!

Chief Social Officer – Socialized! Ltd

Please Feel Free to Tweet

#SCRM

@ShaneGibson

#scrmroadshow

“I think that’s going to break.”

The Future is Now• Nearby restaurants• Shopping• Community workforce

breakdown• Schools• Housing inventory and

stability• Crime rates• Past pricing and sales on

the home itself

“The Customer Owns Your Brand”

800 Million

100 Million

100 Million updates/day

1Billion views/day

Google + 22 million in 20 days

IBM Institute for Business Value analysis. CRM Study 2011

“It’s not about B2B or B2C it is really about person to person.”

– Jeff Booth, CEO

Business-to-Business Decision Makers

• …69% of B2B buyers use social networks “primarily for business networking and development.”

• …Stereotypes may have C-level executives delegating research to others, but the study reveals that 53% prefer to search the Web and locate information themselves. – Google and Forbes Insights Study (2009)

The Reverse Drip

Social media marketing is about

LISTENING

LISTENINGhttp://Search.twitter.com

http://Google.com/alerts

http://Blogsearch.google.com

http://facebook.com/search

http://www.linkedin.com/signal/

Score Keeping?

Stakeholder Spotting

#1 Stop pitching and start connecting

#2 Doers win in the game of social media

#3 It’s not about you

#4 Be fearless in your contribution to community

#5 Don’t be a social spammer, engage

#6 Be authentic

#7 Be consistent

#8 SCRM is a customer driven process

#SCRM Rules of Engagement

Being

#SCRM = Smart Engagement

SCRM

SocialemailValues

PreferencesData

RelationshipHistory

Business IntelPersonal Intel

360 view

SCRM

ConversationChannels

Monitoring

How to win

• Realize that marketing/sales is a conversation

• Monitor and respond in real-time• Get social with a tool like Pivotal SCRM• Socialize your entire business and get

ready for Web 3.0 and Customer 3.0

Socialized.me/scrmTwitter.com/shanegibsonShane@socialized.me