The document discusses social media customer relationship management (CRM). It recommends developing a social media CRM process that connects customer data across touchpoints, drives targeted and timely engagement with customers through social media monitoring and software, and measures engagement through analytics and key performance indicators to increase customer retention, acquisition, and ROI.

1. Social Media CRM What it should mean for your company and how to develop a process for successful execution 6/29/2011 Jamie Duklas Director of Social Media, Booyah Online Advertising @jduklas #OMSDEN #SCRM

2. About Booyah Social Media Mobile Online Display Search Marketing SEO Paid Search Shopping Engines Email Creative Services Local Paid Inclusion Shopping Engines #OMSDEN #SCRM

3. About Me I’m tall Lead the social media consulting practice at Booyah Board member, Social Media Club – Mile High Good at collecting student loans: MBA from University of Denver, undergrad from University of Wisconsin July 12 event: Social Media Panel featuring Southwest Airlines: http://www.facebook.com/event.php?eid=138238122921473 #OMSDEN #SCRM

4. Social Media is Not Fun* Of course it can be, but… Start with a business goal! *Hopefully this presentation is at least a little fun #OMSDEN #SCRM

5. What is Social CRM? #OMSDEN #SCRM

6. Benefits (aka Why Bother) Optimized messaging across all customer touch points (sales, marketing, service) Increased customer retention New customer acquisition Product knowledge / customer insight Bottom line: smarter marketing & make more money #OMSDEN #SCRM

7. Leverage the Social Graph Consider social media a database Find the unique identifier to connect the information #OMSDEN #SCRM

8. Develop Social Media Maturity Collective Intellect #OMSDEN #SCRM

9. Essentials for Your Database Monitoring (data collection) Engagement history Customer profile (data connection) Internal CRM data #OMSDEN #SCRM

10. Social CRM: Business Process Engagement Data Marketing Monitoring Sales Social Graph (Customer Profile) Internal (Customer Profile) Customer Service #OMSDEN #SCRM

12. Web

14. Client Social Community

15. Private DataCustomer CRM (online ↔ offline) #OMSDEN #SCRM

16. Connect the Dots A complete view of customer interactions Communicate the way the customer wants #OMSDEN #SCRM

17. Break Down Data Silos Marketing Sales Customer Service Social Media Third-Party Data Unified Data Optimized Customer Engagement #OMSDEN #SCRM

18. Optimized Customer Engagement All customer touch points have the same data Communication is spread out Timed for best result Each interaction is documented A comprehensive customer profile #OMSDEN #SCRM

19. It Starts with Software… #OMSDEN #SCRM

20. It Doesn’t Have to be Fancy #OMSDEN #SCRM

21. Social CRM Software Costs A lot can be done with free software and their APIs Remember the Social Maturity Curve – start with monitoring Entry level software: $7,000 - 12,000 / year Sophisticated software: $20,000 - $100,000 / year #OMSDEN #SCRM

22. Change the Way You Communicate #OMSDEN #SCRM

23. People Talking to People Social Media is people talking to people The more you know about a person the more meaningful, timely and targeted your message can be #OMSDEN #SCRM

24. Before CRM A. No response, you’re not listening B. Respond. No data is recorded. #OMSDEN #SCRM

25. With CRM Problem Solved Data Added to Profile Business Intelligence #OMSDEN #SCRM

26. Reactive vs Proactive #OMSDEN #SCRM

27. Sales Prospecting Under-utilized part of social media Smart keyword targeting Lead people through the buying process #OMSDEN #SCRM

28. Develop an Engagement Strategy #OMSDEN #SCRM

29. Engagement Goals Reply in real-time if possible Set expectations Create action (drive clicks) Develop a formal process Track your engagement process Create dashboards & metrics to show success #OMSDEN #SCRM

30. Engagement Workflow Radian6 #OMSDEN #SCRM

31. Customize Your Response to the Motive / Persona Social Media Monitoring Engagement Customize to the motive, in this case research with intent to buy. Drive action by including a link to a special offer. #OMSDEN #SCRM

32. Measure Your Engagement Social Media Monitoring Engagement Customize to the motive, in this case research with intent to buy. Drive action by including a link to a special offer. Measurement Track all your engagements, develop dashboards. Use analytics tracking and KPI metrics. #OMSDEN #SCRM

33. Measurement Dashboard SpredFast #OMSDEN #SCRM

34. ROI Pyramid #OMSDEN #SCRM

35. ROI Increased revenue through customer retention and new customer acquisition Smarter and streamlined marketing Efficiency (less customer service) Product and customer insight #OMSDEN #SCRM

36. Takeaway Points Start with a business goal Invest in social media software Connect the dots (data unity) Drive targeted, timely & meaningful conversation Be proactive and reactive #OMSDEN #SCRM

37. Thank You Social Media CRM What it should mean for your company and how to develop a process for successful execution Jamie Duklas Director of Social Media, Booyah Online Advertising jduklas@booyahadvertising.com (303) 345-6634 @jduklas www.linkedin.com/in/jamieduklas http://social-media-strategist.com Facebook.com/Booyah Twitter.com/BooyahAgency #OMSDEN #SCRM