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/[email protected]
