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The use of social media has become an integral part of our daily lives, and allowed millions of people to interact informally online: building relationships, discovering new ideas and opportunities. We've now entered into the era of Business-To-Person communications, and people expect to engage with companies in the same way. In keeping pace with this trend, are you at risk of letting your professional standards slip? How do you track, prioritise and manage the best prospects while still engaging the wider community?This seminar, recorded at the Enterprise Ireland offces in Dublin on the 7th of April 2011, features speakers from SiliconCloud and MXSweep presenting a a case study focusing on how the use of Social Media channels allowed them to be more effecive in managing relationships with key prospects and existing clients.
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Social CRM
Naylla – MXSweep Strategy
Patrick – Overview Social CRM
Ed – Why works for MXSweep
Simple questions
Era of the social customer
Moved to a customer ecosystem
internal channel
vendors, suppliers
customers
company
Old relationships
internal partners
vendors, suppliers
external agencies
customers
New relationships
What are they interested now?
Content
Connected
Creative
Collaborative
Contextual
Communicative
To Social CRM
Social CRM Tools
Blogs
Podcasts
Social Tagging
Social Bookmarking
User Generated Content
The Strategy
Focused around the customer
Who is your customer?
Customer Engagement Strategy
Objectives & ROI
Why Social CRM Fails
Poorly defined requirements
Resistance to change
Executive sponsorship
The upside
More Traffic
Leads cost less
New Leads
