Social Networks - A Volcano Waiting to Erupt?
0 likes434 views
Social media is having a major impact on businesses of all sizes and industries. Social networks have surpassed email as the fastest growing sector for internet use. By 2010, over 60% of Fortune 1000 companies will have some form of online community deployed for customer relationship management purposes. What shapes corporate trust and reputation is changing, moving from traditional media to social media. This rise in social media is signaling a need for businesses to adopt social customer relationship management strategies to engage customers through collaborative conversations and build mutually beneficial relationships.
Social Networks - A Volcano Waiting to Erupt?
- 1. Social MediaImpact to businessesall sizes, all industriesSocial Networks A Volcano Waiting to Erupt?
- 3. Social Networking has surpassed email
- 4. The NumbersFastest 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)
- 8. What shapes trust / corporate reputation?20062010際際滷 by Deloitte
- 9. Im not ready for that
- 10. This is not applicable in our businessThis may work in B2C but not in B2BThis is good for B2B but not B2COur industry is not readyMy customers are not there yetOur competitors dont do anything eitherMy customer never asked my about social mediaWe have no budgetWe have no resourcesWe have no planIn that economy we have no time for thisNone of our executives have a clueOur culture is so oldWe are so much under pressureI cant do anything
- 11. B2C behavior is a predictor of B2B behavior
- 12. What does this mean for sales?
- 13. What is Social CRM?Social CRMis a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment.Its the company's response to the customers ownership of the conversation." ~ Paul Greenberg, Author of CRM at the Speed of Light
- 14. Customer Network ValueCustomer LTV
- 15. Is this going to happen?
- 16. Lots of Bluebirds?Less (sales)Influence?
- 17. Social Network in the (Sales) EnterpriseCollaborationInnovationService & SupportSalesMarketingTeam CollaborationInnovations InsightsSocial Support InsightsSocial Sales Listening PostSocial Marketing InsightEnterprise CollaborationCrowdsourceSocial ResponseSocial Sales ConversationSocial Marketing ResponseCustomer CollaborationPeer to Peer LeverageSocial Buying GenerationSocial Campaign TrackingSFA / CRM as Social InformantSocial Event ManagementCommon language / process / methodologyNeeded across the entire (sales) enterprise
- 18. The Sales Persons CommunityManagerEnterprisePeersChannel PartnersPersonal NetworkCustomersBusiness NetworkCRM SystemCompetitors
- 19. Who do you follow?Who / What do you follow?
- 20. Who / what do I follow?
- 21. Who / what do I follow?
- 22. 10 Rules in the Social UniverseEmpathize Put your finger on the pulseEngage Cultivate the customer where they are Be generous Give value first, expect nothing in returnInfluence Be part of the Recommendation ChainAuthentic Be yourself, Stay the courseCollaborate / Co-create Play in (or start) a communityFollow People, opportunities, accounts, networksIntegrate Community, CRM, MethodologyMeasure Use Klout, Grader etc., to monitor progress Learn impossible to predict all dynamics
- 23. Resources www.dealmakergenius.comwww.sales20network.comwww.youtube.com/user/dealmakermagicTwitter: @sales20networkwww.thetasgroup.com
- 24. Dealmaker Pulse