social media boot camp & the role of crm
DESCRIPTION
For many organizations, the end goal is clear – sell more. But in this constantly evolving marketplace where social networks now play a significant role, how do you leverage the array of social media outlets to build your brand, engage customers and ultimately drive sales? Industry thought leaders Carol Flammer and Mitch Levinson will give practical advice on how to help your organization achieve tangible benefits using social media and CRM.TRANSCRIPT
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Social Media Boot Camp
& The Role of CRM
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• Mitch Levinson– MarketingRELEVANCE, Managing Partner– Technical Lead
• Carol Flammer– MarketingRELEVANCE, Managing Partner– Content Lead
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Atlanta | Chicago• Content • Team of 5 FT, 3 PT led by
Carol Flammer• Public Relations• Social Media• Marketing• Media (print)• Account Management
• Interactive• Team of 7 FT, 2 PT led by
Mitch Levinson• Web Development• Search Engine Optimization• Graphic Design• Marketing• Media (digital) • Account Management
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Today’s Agenda
• The Social Mindset
• Social Media ROI
• Real World Examples of Social CRM
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Why do you need social media
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Social Media Sales Funnel
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Social Media Sales Mindset
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New Sales Process
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Baby Boomers• Grew up during social
and technological change• Were first to have Rock
and Roll – major identity• First to have broadcast
Television and radios• Are used to content
being delivered to them
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Generation X • 41 million from 1960s
through the early 1980s• Individualistic, skeptical,
latch-key kids• Considered the MTV
Generation• Highly educated• Not brand loyal or
receptive to traditional advertising
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Generation Y• Entitlement Generation –
participation rewards• Constant Communicators• Connected 24/7• “Generation ‘T’ext”• Much more diverse and
segmented due to vast array of information
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Generational Misunderstandings
Boomers• Aging power barons,
dinosaurs• Hard to change, some
are set in their ways• “we have always done
it that way”
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Generational MisunderstandingsGen X• Wall Street types looking
for an advantage• Relies on the Internet for
information• Scared of the rise and fall
of Dot-coms and internet sharing/theft.
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Generational MisunderstandingsGen Y• Don’t mistake being civic
minded for being poor! • Hummingbird attention
spans• Grown up with Internet’s
freedoms and view any limitations as cutting short their freedoms
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• Boomers: referrals, events• Generation X: online content,
online photography• Generation Y: mass video, social
media
Effective Online Process
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5 Reasons to Use Social Media• Increase Website traffic• Social Media Optimization• Reputation management• Engagement though social networking• Building brand
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Social Marketing
4 sites to use- Blog- Facebook- Twitter- YouTube
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Why do you need social media
21% of Pinterest users have purchased a product they found on the site
PriceGrabber study 2012
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Why do you need social media
61% of women blog readers have purchased based on blog recommendations
BlogHer study 2012
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Why do you need social mediaFriends recommendations or opinions posted by consumers online are the most trusted forms of advertising
NielsenWire 2009
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Why do you need social media
22% of contracts came in from social media directly to its model center.
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Social Media ROI
• Drive traffic (ie buyers) back to your own site• How do you capture leads and prospects• How can you create something you own• How do you build your sales activities to
convert leads into buyers
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Social CRM goals
• Convert interaction into sales activities• Build your lead and prospect base• Create opportunities for sales• Identify connections between leads and
prospects
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Pivotal Dashboard
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Top ways Social CRM can help
• Social Media Search for Keywords• Manage Internal Social Media Accounts• Add Client Social Media Accounts• Interact and Create Sales Activities• Interactive relationships for 3rd party
testimonials and endorsements
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Search for Keywords
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Twitter Search for Keywords
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Twitter search for keywords
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Twitter search for keywords
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Twitter search for keywords
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Twitter search for keywords
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Twitter search for keywords
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Manage Internal SM Accounts
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Add client SM profiles
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Add SM Profiles
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Add SM Profiles
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Add SM Profiles
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Add SM Profiles
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Add SM Profiles
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Add SM Profiles
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Add SM Profiles
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Add SM Profiles
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Add SM Profiles
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Interact and create sales activities
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Interact and create sales activities
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Interact and create sales activities
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Interactive relationships
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Interactive relationships
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Full Circle Effectiveness
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www.mRELEVANCE.com
Atlanta Office Carol Flammer, MIRM, CSP, CAPS
@AtlantaPR
Chicago OfficeMitch Levinson MIRM, CSP, MBA
@mRELEVANCE
What marketing can we do for you?
www.facebook.com/mRELEVANCE