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Strategies to win on the Web using the tools you have CRM, Social media

Strategies to win on the Web using the tools you have CRM, Social media. Interactive Result Oriented Discussion Centering on CRM Social Media How you communicate with your customer is changing. Strategies to win on the Web using the tools you have CRM, Social media. Internet Usage.

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Strategies to win on the Web using the tools you have CRM, Social media

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  1. Strategies to win on the Web using the tools you have CRM, Social media Interactive Result Oriented Discussion Centering on • CRM • Social Media How you communicate with your customer is changing

  2. Strategies to win on the Web using the tools you have CRM, Social media Internet Usage

  3. Strategies to win on the Web using the tools you have CRM, Social media Focus Retention more than acquisition The decline in loyalty, though gradual with each passing year, means that many automakers and dealers will need to work harder to retain customers, reports Automotive News. Polk says the average American now keeps a new vehicle for about six years, up from around four years before 2007

  4. Strategies to win on the Web using the tools you have CRM, Social media If I had a Dime For every time I hear “I hate my CRM”, I would be a billionaire

  5. Strategies to win on the Web using the tools you have CRM, Social media To succeed in this environment you must • Set your expectations right • Set your priorities accurately • Define your expectations • Put a proper “Process” together • Make your process manageable • Make your process match the “skill sets” of your employees • Adhere to that process • Expect what you are willing to inspect • Realize what each tool is and what it can do for you

  6. Strategies to win on the Web using the tools you have CRM, Social media CRM Set your expectations right • Critically evaluate what is your CRM’s strengths are • Try not to “squeeze” functionality for which it is not designed for • Understand “What” CRM really is

  7. Strategies to win on the Web using the tools you have CRM, Social media CRM Set your priorities accurately • What are the most important results you would like to gain from the use of this tool keeping in mind its “strengths” • What are you willing to sacrifice to gain the results? • Who is going to manage this project at what cost?

  8. Strategies to win on the Web using the tools you have CRM, Social media CRM Define your expectations Once you know what this product does accurately then define what you expect to have as a result

  9. Strategies to win on the Web using the tools you have CRM, Social media CRM Put a proper “Process” together Any “measurable” result requires an “accountable” process You must make your process fit the tool not vice versa You will tend to fail if you force the tool to match your process

  10. Strategies to win on the Web using the tools you have CRM, Social media CRM Make your Process Manageable • “Process” does not mean a difficult path • Some of the best processes are comprised of easy steps

  11. Strategies to win on the Web using the tools you have CRM, Social media CRM Make your Process Match the Skill Sets of your Employees Your process will fail if it is too difficult or too mundane for your employees. You don’t want a “jet pilot” to ride a bicycle…….

  12. Strategies to win on the Web using the tools you have CRM, Social media CRM Adhere to your well defined process • Communicate your process to your employees well • Train your employees on the process • This is “your” dealership and does not belong to CRM company • Do not waver from your process • Make sure the training you provide to employees adheres to the process

  13. Strategies to win on the Web using the tools you have CRM, Social media CRM Expect What you are willing to Inspect • Your process must have steps that requires management supervision • You are the manager • Make sure that those process steps meet your schedule and availability and skill set • If they do, you are just as accountable as anyone else • You CANNOT be where the weak link is

  14. Strategies to win on the Web using the tools you have CRM, Social media CRM What is it? Keep it Simple A database Management tool

  15. Strategies to win on the Web using the tools you have CRM, Social media CRM What Makes CRM Work? DATA! Integrity

  16. Strategies to win on the Web using the tools you have CRM, Social media Social Media

  17. Strategies to win on the Web using the tools you have CRM, Social media Social Media

  18. Strategies to win on the Web using the tools you have CRM, Social media Social Media • Facebook • Tweeter • Others

  19. Strategies to win on the Web using the tools you have CRM, Social media

  20. Strategies to win on the Web using the tools you have CRM, Social media Social Media Focus on Facebook • 88% of the time spent with Social Networking sites is spent on Facebook • 25% of the time spent with Internet is spent on Facebook • 1 in every 5 Internet page visits is Facebook

  21. Strategies to win on the Web using the tools you have CRM, Social media Social Media What is Important • Branding • Quality of Posts • Frequency of Posts • Engagement • How current • How relevant • Tabs are well managed

  22. Strategies to win on the Web using the tools you have CRM, Social media Social Media What is Important • Branding • Expresses the dealership character mostly visible on banner presentation and profile pictures • This banner cannot have a call to action! You can’t sell something there • This should portray the “marketing” image dealership wants to project

  23. Strategies to win on the Web using the tools you have CRM, Social media Social Media What is Important A Post A “post” is a message you would like to convey to your clients!

  24. Strategies to win on the Web using the tools you have CRM, Social media Social Media What is Important What is a good Post? • A post should have images • Should not be too wordy • Should have a link • Should be “engaging” Ask a question! • A post should be current

  25. Strategies to win on the Web using the tools you have CRM, Social media Social Media What to Post Don’t dilute brand with irrelevant information Be sure to maintain brand identity when choosing what to post Always ask a question whenever possible, to keep fans engaging.

  26. Strategies to win on the Web using the tools you have CRM, Social media Social Media Why does all that matter? (When, how often, or what I post?)

  27. Strategies to win on the Web using the tools you have CRM, Social media Social Media EdgeRank The higher your EdgeRank score, the more likely your post is to be visible on a fans’ newsfeed.

  28. Strategies to win on the Web using the tools you have CRM, Social media Social Media What is Important • DO NOT EVER IGNORE A BAD POST! • Respond and take if off Social Media! • DO NOT DELTE • Respond positively

  29. Strategies to win on the Web using the tools you have CRM, Social media Social Media What is Important Can Your Post be Seen by All your Fans? NO only by about 15% Facebook sells an option that allows more of your fans to see your post. But that % can increase by how engaging the post might be

  30. Strategies to win on the Web using the tools you have CRM, Social media Social Media What is Important Well Managed Tabs Tabs are pages you define about yourself or your company A tab should definitely define your “Fan Posting Policy” Then you can remove “foul” posts from site

  31. Strategies to win on the Web using the tools you have CRM, Social media Social Media What is Important Your Page is not visible unless you have “fans” For your page to become visible on facebook, you must have a “critical mass” of fans

  32. Strategies to win on the Web using the tools you have CRM, Social media Social Media What is Important Twitter Use same posts but make them shorter and simpler

  33. Strategies to win on the Web using the tools you have CRM, Social media Social Media What is Important Post Frequency 2 to 3 Posts a week KEEP THEM CURRENT!

  34. Strategies to win on the Web using the tools you have CRM, Social media Social Media Monitoring recommendations (Checking at least twice AM & PM)

  35. Strategies to win on the Web using the tools you have CRM, Social media Social Media How to TrackFacebook Insights

  36. Strategies to win on the Web using the tools you have CRM, Social media Social Media So, where is Social Media taking us next?

  37. Strategies to win on the Web using the tools you have CRM, Social media Social Media Users learning to use other networking systems for communication with dealership

  38. Strategies to win on the Web using the tools you have CRM, Social media Social Media Integration - Anything is possible!

  39. Strategies to win on the Web using the tools you have CRM, Social media Social Media QR Code

  40. Strategies to win on the Web using the tools you have CRM, Social media Social Media How to stay in the loop? Check out blogs and websites for frequent updates about the ever-changing world of social.

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