Social CRMwhat it is and how to implement

CRM is…

• “more than just a software application. It is a business solution for all customer-centric processes. It covers every interaction with customers across the entire business. It improves internal business processes, enables closer management of new and existing customer relationships, increases revenues and decreases inefficiencies and provides management with timely and reliable insight to guide decisions.”− Sage Product Brochure

Social Media is…

• “is a set of technologies and channels targeted at forming and enabling a potentially massive community of participants to productively collaborate”

• Anthony Bradley, Group Vice President, Gartner Research - January 2010− Sage CRM and Social Media

Social CRM is…

• “is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment.”− Paul Greenberg (2009)− http://the56group.typepad.com/pgreenblog/

Goal Setting…

• Your needs determine the goals you set− peer-to-peer customer support, − idea management, − market research, − product launch, − brand reputation management.

• Are you shaping the conversation?− Is your engagement leading to website visits?

o Are you encouraging the conversations to take place within forums that you host?

− How Reputation management?o Building an Authoritative and Trusted voice?o What is the Twitter Sentiment Around round your Brand/Company

We use Social Media because…

• Owner Managers & CEOs

• “I am an opinion leader with a thorough knowledge of my industry.

• I want to raise awareness.”

• Marketing Professionals

• “I need channels to place our content, and therefore build traffic.”

• “I want to know what the public is saying about us.”

• Customer Service

• “I want to help customers solve their problems”

• “I want to share tips and tricks with customers.”

• Sales• “I want new

tools to help me identify sales prospects and progress sales prospects

New Design – www.sagecrm.com

Priority on FREE Trials, with clear calls to action

Clearly defined and focussed messaging

Sage CRM Community Integration

Social Media Integration

Single Sign In destination for existing customers.

Relevant content with a focus on lead generation.

Improved content structure to drive home Sage CRM

features and benefits.

GEO IP detection delivering localised content.

Highly optimised content including a good balance between text, images and

video.

Content is now centrally managed through a flexible, secure Content Management System

Sage CRM Community – Join today!

Sage CRM Social Media Stats 2011

Sage CRM

wwwSageCRMcom

Sage CRM (Official Group)

wwwSageCRMcom

Sage CRM Ecosystem www.sagecrm.com Sage CRM Community:

• 220,000+ Visits• 82,000+ Unique Visitors• 1,189,000+ Page Views• 5,500+ Registered Members

520+ Fans

1,360+ Followers

31,000+ views

1,100+ members

Sage CRM Website:• 260,000+ Visits• 620,000+ Page Views

Sage CRM Ecosystem Participation

United Kingd

om

United St

ates

France

Australi

aIndia

Irelan

d

Canad

a

German

ySp

ain

South

Africa

0

1000

2000

3000

4000

5000

6000

7000

Community Visits

Social Media Helps Cement Partner and Customer Relations

Sage CRM brings everything together

• www.sagecrm.com

• Trials• Customers

• Partners• Customers• Staff

• Twitter• LinkedIn• Facebook

• Level 3 Support• Self Service

Portal

Cloud Community

Social MediaSupport

Build your Social Network

The Rules• Listen• Share• Engage

• The conversation belongs to the customer and you are joining in the conversation

• But where does the conversation take place?

Tips• Make sure what you share is

interesting…• Share regularly, frequently

− Best to ReTweet (RT) and reply

• Make sure your profile is complete− Description− Home page− Logo/Avatar− Use Location, if mobile

Sage CRM Email services have a role to play

• Social Media Alerts and Interactions can be stored within Sage CRM.

• Examples of Social Media Alerts− Twitter.com - email when you are mentioned− Tweetbeep.com – keyword monitoring

• You can email publishing services (automatic posting on Social Media)

• Email to Twitter− Twittermail.com

• You can use Sage E-marketing to contact those you have contact on Twitter/Those you don’t have on twitter.

Twitter Email Alert

Beware of Automation

The ‘Bots’ are out there Don’t retweet rubbish!

Visit the Sage CRM Ecosystem at www.sagecrm.com

wwwsagecrmcom

Sage CRM

wwwsagecrmcom

Sage CRM (Official Group)

Find out more

Sage CRM Solutions provide flexible and robust customer relationship management (CRM) solutions, including Sage ACT!, Sage SalesLogix and Sage CRM.

To find out more visit www.sage.co.uk/crm or call 0845 111 99 88.