Social CRM involves engaging customers in collaborative conversations to provide mutual value. It requires defining a social media strategy and guidelines, listening to customers, choosing appropriate tools, and engaging audiences on platforms like Facebook and Twitter. Companies that implement social CRM well generate sales from social media interactions and gain customer feedback. To succeed requires monitoring social media continuously and being prepared to quickly address any issues that arise from social interactions.

1. Customer

2. Relationship

3. Management

4. has gone Social.

5. But what is Social CRM exactly?

6. Paul Greenberg (a CRM expert and writer) told me that Source: http://www.oracle.com/us/products/applications/siebel/036062.pdf

7. “Social CRM is a philosophy and a business strategy

8. supported by a technology platform

9. business rules, workflow, process

10. and social characteristics

11. designed to engage the customer in a collaborative conversation

12. in order to provide mutually beneficial value

13. in a trusted and transparent business environment.

14. Social CRM is the company's response

15. to customers ownership of the conversation.”

16. So what?

17. Show me the money or I’ll shoot you right here!

18. Dell generated $6.5 millionin sales from Twitter in 2009. Source: http://mashable.com/2009/12/08/dell-twitter-sales/

19. Dell also got 15.458 ideas from their customers for free Source: http://www.ideastorm.com/

20. from which it implemented 433.

21. You’ll have to do better than that!

22. 65% of Fortune 500 companies tweet Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper

23. and so do I.

24. 54% of Fortune 500 companies Like Facebook Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper

25. and so do I.

26. 50% of Fortune 500 companies play Youtube Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper

27. and so do I.

28. 33% of Fortune 500 companies blog Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper

29. Been there, done that.

30. What are you waiting for?

31. Go!

32. But where?

33. This way!

34. Get it right or “you will fail... eroding customer value”. Source: Gartner

35. How may I start? I know I can do this.

36. Define your social business strategy first.

37. Yes, a social business strategy believe it or not. Source: http://www.flickr.com/photos/gauravonomics/4021981618/sizes/o/in/photostream/

38. Then listen

39. with the proper “headset”

40. (it doesn’t have to be expensive)

41. and learn about your audience.

42. Choose the right tools Source: http://www.appsheriff.com/wp-content/uploads/2009/10/fb-vs-twitter.jpg

43. to engage with your audience Source: http://www.theconversationprism.com/

44. and achieve your goals. Source: http://www.independent.co.uk/news/world/americas/facebook-provides-shop-window-for-ny-sex-workers-2213131.htm

45. Define your social CRM processes and guidelines. http:SouS//Source: http://laurelpapworth.com/enterprise-list-of-40-social-media-staff-guidelines/ Get it right. Get it right.

46. To support or not to support? That is the game and EA “it’s in the game”.

47. Bring the best people on board.

48. @You are the chosen one because you have the right skills and training!

49. Start engaging your audience by asking questions on Facebook

50. and by twiting new products or promotions.

51. One tweet here, one tweet there, tweet tweet tweet... Source: http://www.dailymail.co.uk/news/article-1220989/Twitter-twits-But-biggest-celebrity-twitterers-internet.html

52. Everywhere? Source: http://laughingsquid.com/groom-updates-facebook-twitter-at-the-alter-while-getting-married/

53. Try not to step over the line or should I say over the bed... Source: http://mashable.com/2009/12/12/twitter-bed-sex/

54. Remember to be relevant.

55. Today you were relevant for (like) 888 people.

56. Be local. Be mobile. Don’t be a square. Be a foursquare. Source: http://www.penn-olson.com/2010/05/04/foursquare-marketing-tips/

57. Be prepared to face backlashes. “Houston, we have a” Gap. Source: http://mashable.com/2010/10/11/gap-logo/

58. Monitor

59. everything you can and beyond. Source: http://davefleet.com/wp-content/uploads/2010/03/radian6.jpg

60. When sh*t happens

61. be helpful and fast to react.

62. Summing up

63. Social CRM “gives you wings!” to engage with your audience.

64. You can make it your “heaven” Source: http://thesharath.com/2010/01/funny-social-network-internet-pictures-wtf/

65. or your own “hell”. Source: http://thesharath.com/2010/01/funny-social-network-internet-pictures-wtf/

66. It’s really up to you. Learn on. Start now! CRM 1.0 vs. CRM 2.0 http://goo.gl/oGyLz Engagement Console http://goo.gl/OKix7 From Social Media to Social CRM http://goo.gl/3e28N Guide to Social Landscape http://goo.gl/uBhQA Social CRM by Paul Greenberg http://goo.gl/yEnxi Social CRM Building Blocks http://goo.gl/o7DgY Social CRM Goes Mainstream http://goo.gl/Wk2ok Social CRM Process http://goo.gl/7JPaO Social CRM Use Caseshttp://goo.gl/sU40V Social CRM What is in it for youhttp://goo.gl/EZDcY Social Media Check up 2010 http://goo.gl/EgGct Social Media for Business http://goo.gl/rfvst

67. Sergio Legrantsergiolegrant@gmail.com http://www.linkedin.com/in/sergiolegrant