ALT-Invest real world social crm use cases

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