Social CRM by Jacob Morgan
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Transcript of Social CRM by Jacob Morgan
Social CRM: Putting the Customer First
Jacob Morgan
Thanking the Academy• Esteban Kolsky- Think Jar• Mitch Lieberman- Sugar CRM• Paul Greenberg- Author, CRM at the
Speed of Light, Yankees Fan • Jeremiah Owyang- Altimeter Group• Brent Leary- CRM Essentials LLC
Principal, Chess Media Group
Author, Twittfaced
Blogger: jmorganmarketing.com
Traveler, Chess Lover, and Explorer
Fellow @SNCR
Agenda•An Airline Tale
•The Landscape
•Challenges and Evolution of SCRM
•Examples
•Models and Frameworks
•Key Takeaways
Qantas
Qantas
Qantas
What is Social CRM?“Social CRM is a philosophy & a businessstrategy, supported by a technology platform,business rules, workflow, processes & socialcharacteristics, designed to engage thecustomer in a collaborative conversation inorder to provide mutually beneficial value in atrusted & transparent business environment.It’s the company's response to the
customer’sownership of the conversation."
~ Paul Greenberg, Author of CRM at the Speed of Light
OR Social CRM Is…
Social CRM is a part of social business
that helps companies make sense of
(and then act on) the data they collectfrom social customer interactions.
Current Challenges•Multiple data sources
•Customer demands andExpectations
•Customers taking control of conversations and brand image •Customer insights
•Humanizing the brand/transparency
•Staying ahead of the competition
•Acquire, develop, and retain customers
The Customer is Changing. Is Your Company?
The traditional customer is the one we all were as recently as a decade ago. We bought products and services and based our decisions on utility and price. We communicated with the companies we were dealing with by letter, phone call, and occasional e-mail, if they had the facility to do that. But that customer changed because of a social change in the early part of the millennium. The customer seized control of the business ecosystem and it was never the same.“
~ Paul Greenberg, Author of CRM at the Speed of Light
The Numbers• Fastest growing sector for Internet use is
communities (5.4% in a year)• Member communities reach more internet
users (66.8%) than email (65.1%) (Nielsen “Global Faces on Networked Places”)
• By 2010 over 60% of Fortune 1000 companies will have some form of online community deployed for CRM purposes (Gartner Group – “Business Impact of Social Computing on CRM)
Slide by Deloitte
Slide by Deloitte
Will Companies Succeed?
“By 2010 more than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value. Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be the biggest cause of failure.”
~ Gartner Group
Agenda
Agenda
Agenda
Created by Jeremiah Owyang and Ray Wang from Altimeter Group
Dr. Natalie Petouhoff,
Dr. Natalie Petouhoff,
Did This Affect Stock Price?
“Don’t get numb with the numbers,
it’s about the customer
experience!”
Models and FrameworksSocial CRM is Sexy
I love Social CRM
Do you do Social
CRM?
The Point
Thanks Mitch!
Qantas Gap is Small• Prompt resolution (had
someone on the phone soon after)
• Two-way communication (on
Twitter, email, and the phone)
• Collaborative relationship (helped me select destinations)
• Personalization (I received a custom Powerpoint presentation with steps outlining how to get the special offers)
• Feeling of importance
What Can be Improved?• Respond faster (had I been in
the ASAP purchase phase, they would have missed me)
• Post the issue into a community (I’m sure I’m not the only one who had this problem)
• Build an advocacy program (I’m now an advocate)
• Know when I purchase (follow up with me, get me to buy again, follow my conversations)
• Collaborate with me and the community (improving the experience)
YOU
The Best SCRM Model is…
Long Road Ahead
Key Takeaways• Social CRM starts before social media• As with E2.0, we are just scratching the surface• Time to start looking deeper and beyond just social tools.
Time to start looking at business integration and strategy (let’s get real)
• Technology is an enabler but SCRM is a strategy• SCRM is an evolution of CRM, not a replacement• Frameworks and models are still adapting and changing
(and this will continue)• Find what works for your company• End game should be to develop a social business• There is still a long road ahead
Thank You• chessmediagroup.com• [email protected]• Twitter: @jacobm• Blog: jmorganmarketing.com