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CRM goes social

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. Social Quiz. Social Quiz.

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CRM goes social

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  1. CRM goes social By Rami Mounla

  2. 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

  3. Top Social networks

  4. Social Quiz

  5. Social Quiz • If Facebook was a country, it would be the <?> largest country

  6. Social Quiz • Facebook has reduced the 6 degrees of separation to ? 3.74

  7. Degrees of separation

  8. Social Quiz • What is the second largest search engine in the world?

  9. Social Quiz • How many hours of video are uploaded to YouTube every minute? 36h

  10. 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

  11. Social Quiz

  12. Reaching 50 million users 38years 13years 4 years 3.5years 3 years 35 days

  13. 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

  14. BRands

  15. Valued customer Amy has been a regular customer for 2 years and spent $4,500 to date Amy Bob is a new customer who just bought a $2,000 mountain bike Bob Joe is a recent customer that has only bought some apparel to date Joe

  16. 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

  17. NZ online groceries Regular customer spends more than $200 every week First time customer

  18. Social Profile • John’s Social Profile • Likes broccoli • 6k likes • 300+ people talking about him • Makes regular public appearance • Prime Minister of NZ

  19. Social media impactWhat’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

  20. RM • Social Relationship Management • Dashboard • Reporting • Visibility & Analysis • Extensibility • Integration

  21. 360° View Social Media

  22. Relationships

  23. Relationships

  24. Types of communication • Internal • Activity Feeds • External Managed • Public site • Blogs • Advertising • External Unmanaged • Facebook • Twitter • YouTube • Blogs and forums

  25. Types of Communication

  26. CRM add-ons: Parrot

  27. CRM add-ons: Vibe

  28. Multi Platforms & REST services example • https://api.facebook.com/method/users.getInfo?uids=4&fields=first_name,last_name&format=xml • https://graph.facebook.com/292969390758834 • http://twitter.com/statuses/user_timeline.atom?id=ramimounla • 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_rated_Entertainment • https://gdata.youtube.com/feeds/api/standardfeeds/NZ/top_rated_Entertainment?alt=json

  29. Demo: Pull social data • Retrieve social profiles • Status • Connections LINKAGE • Analyse the connections

  30. Demo: Push social data • Integrate social media into your line of business • Create micro blogs • Create events • Analyse public reaction to your input

  31. Demo: Internal Communication • Automated Activity Feed • Segmentation

  32. 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

  33. Q & A

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