CRM goes social By Rami Mounla
Outline Social networking sites overview Social quiz Social facts Power of social networking Microsoft Dynamics CRM Integration Available Add-ons Pull Push Internal Communication Conclusion
Top Social networks Display icons of all social networks with Facebook / Pinterest / You Tube / Twitter / LinkedIn / MySpace / G+ Display the icons gradually, as they appear introduce the different networks
Social Quiz
Social Quiz If Facebook was a country, it would be the <?> largest country
Social Quiz Facebook has reduced the 6 degrees of separation to ? 3.74
Degrees of separation
Social Quiz What is the second largest search engine in the world?
Social Quiz How many hours of video are uploaded to YouTube every minute? 36h
Social Quiz It took Twitter 3 years to reach it’s first billionth tweet, how long does it take nowadays? 3 days … and the rate is accelerating
Social Quiz
Reaching 50 million users 38 years 13 years 4 years 3.5 years 3 years 35 days
Facts One tweet by Lady Gaga will reach more people than all the combined New Zealand printed newspapers 93% of marketers use social media for business 80% of recruiter use social networking 95% of them use LinkedIn A new user is added every second to LinkedIn New Zealand is the 4th largest user of LinkedIn 78% of consumers trust peer recommendation Only 14% trust adverts
BRands
Valued customer Amy Amy has been a regular customer for 2 years and spent $4,500 to date Bob Bob is a new customer who just bought a $2,000 mountain bike Joe Joe is a recent customer that has only bought some apparel to date
Social Profile Joe’s Social Profile President of the local bike club Regular blogger on biking Tweets on new bike trials 400 Facebook Followers 280 LinkedIn Contacts
NZ online groceries Regular customer spends more than $200 every week First time customer
Social Profile John’s Social Profile Likes broccoli 6k likes 300+ people talking about him Makes regular public appearance Prime Minister of NZ
Social media impact What’s in it for me? Fast movement fast changes :: fast adaptability However the movement is still at it’s infancy News is coming to you …but most of it is noise Work with Social networking Help you get a lead over your competitor Gain more visibility Marketing Dream
RM Social Relationship Management Dashboard Reporting Visibility & Analysis Extensibility Integration
360° View Social Media
Relationships
Relationships
Types of communication Internal Activity Feeds External Managed Public site Blogs Advertising External Unmanaged Facebook Twitter YouTube Blogs and forums
Types of Communication
CRM add-ons: Parrot
CRM add-ons: Vibe
Multi Platforms & REST services example https://api.facebook.com/method/users.getInfo?uids=4&field s=first_name,last_name&format=xml https://graph.facebook.com/292969390758834 http://twitter.com/statuses/user_timeline.atom?id=ramimounl a http://twitter.com/statuses/user_timeline.json?id=ramimounla http://api.linkedin.com/v1/people/id=ramimounla https://gdata.youtube.com/feeds/api/standardfeeds/NZ/top_ra ted_Entertainment https://gdata.youtube.com/feeds/api/standardfeeds/NZ/top_ra ted_Entertainment?alt=json
Demo: Pull social data Retrieve social profiles Status Connections LINKAGE Analyse the connections
Demo: Push social data Integrate social media into your line of business Create micro blogs Create events Analyse public reaction to your input
Demo: Internal Communication Automated Activity Feed Segmentation
Conclusion Social Revolution CRM provides the power of integration CRM provides tools and features to easily analyse the data Free Add-ons Later releases emphasises internal social interaction Email/SMS VS social media
Q & A