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Drive More Revenue with Social CRM
Bruce Rasmussen (@bruceras) Managing Director, Carpe Diem Consulting Steven Foster (@FozzyNZ) CRM Product Manager, Intergen
#SocialCRMRevenue
Our Agenda
Sales Workloads
Social CRM in Practice
The Buyer
Sales Triggers
Outcomes & Objectives
#SocialCRMRevenue
Social CRM Seminar
■ Social media buzz ✓ Sell more stuff ✓ Greater certainty ✓ Less cost ✓ Less risk
Why are we here?
Buyer 2.0
#SocialCRMRevenue
Social CRM Seminar
■ Time poor ■ Risk averse
■ New knowledge expectations ■ Relating differently
■ Want advice – not ready made solutions
■ Involve more people
Who is Buyer 2.0?
Copyright © 2012 Bruce Ian Rasmussen
Social CRM Seminar
No. 1 source of trusted advice
T Y P I C A L G E N E R I C S A L E S P R O C E S S
Suspect Prospect Engage Qualify Propose Defend Close
Choice of 3 Choice of 2
T Y P I C A L B U Y E R ’ S J O U R N E Y
Calm
Status Quo
shattered
Search around problem
Frame problem & solution
Talk to peers & experts
Start engaging provider
How can we shatter the Status Quo?
LATE Engagement – buyer contacts us
EARLY Engagement – buyer finds us even if they’re not looking for us
SEO, content, social media
Copyright © 2012 Bruce Ian Rasmussen
Sales Triggers
#SocialCRMRevenue
Moving the buyer from “calm” to “loss of status quo”
Social CRM Seminar
Key sales triggers
Bad experience with current supplier
1
Awareness of need to change – to avoid
a problem
2
Change or transition within
company
3
Sales Preparation
#SocialCRMRevenue
Social CRM Seminar
■ SEARCH to identify new opportunities & prospects ■ LEVERAGE networks to be introduced to new prospects
■ RESEARCH prior to meeting a prospect ■ TRACK prospects & customers to identify opportunities
■ PUBLISH content of interest to display expertise
■ MONITOR job/role changes to identify sales triggers ■ MONITOR competitors
■ LEVERAGE networks and communities
Social media in sales workloads
Copyright © 2012 Bruce Ian Rasmussen
Social CRM Seminar
■ SEARCH to identify new opportunities & prospects
Social media in sales workloads
Copyright © 2012 Bruce Ian Rasmussen
Social CRM Seminar
■ SEARCH to identify new opportunities & prospects ■ LEVERAGE networks to be introduced to new prospects
Social media in sales workloads
Copyright © 2012 Bruce Ian Rasmussen
Social CRM Seminar
■ SEARCH to identify new opportunities & prospects ■ LEVERAGE networks to be introduced to new prospects
■ RESEARCH prior to meeting a prospect
Social media in sales workloads
Copyright © 2012 Bruce Ian Rasmussen
Social CRM Seminar
■ SEARCH to identify new opportunities & prospects ■ LEVERAGE networks to be introduced to new prospects
■ RESEARCH prior to meeting a prospect ■ TRACK prospects & customers to identify opportunities
■ PUBLISH content of interest to display expertise
Social media in sales workloads
Copyright © 2012 Bruce Ian Rasmussen
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
■ SEARCH to identify new opportunities & prospects ■ LEVERAGE networks to be introduced to new prospects
■ RESEARCH prior to meeting a prospect ■ TRACK prospects & customers to identify opportunities
■ PUBLISH content of interest to display expertise
■ MONITOR job/role changes to identify sales triggers
Social media in sales workloads
Copyright © 2012 Bruce Ian Rasmussen
Social CRM in Practice
#SocialCRMRevenue
Social CRM Seminar
Leverage Social Discovery in your CRM
Monitor Social Activity
Enabling Internal Social Conversations
So what might this look like, practically?
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
Leverage Social Discovery in your CRM
Monitor Social Activity
Enabling Internal Social Conversations
So what might this look like, practically?
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
Leverage Social Discovery in your CRM
Monitor Social Activity
Enabling Internal Social Conversations
So what might this look like, practically?
Social CRM Seminar
Social CRM Seminar
Social CRM Seminar
Tools that were demonstrated today
To Receive Further Handouts, Book a 1-1 Consultation, Receive
Australasian B2B Social Media Research
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Drive More Revenue with Social CRM
Bruce Rasmussen (@bruceras) Managing Director, Carpe Diem Consulting Steven Foster (@FozzyNZ) CRM Product Manager, Intergen
#SocialCRMRevenue
