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BrentLeary,CRMEssentialse t ea y, C sse t als

About Me.Before 2004About Me.Before 2004

CRM implementation consultant. Salesforce.com and Microsoft CRM certified partners

Customers include local small businesses like ERS, Icebox

Reads Inc., Entrepreneur, Wall pStreet, Black Enterprise

TraditionalTraditional CCRM: How RM: How IIt All Fitst All Fits

Accounts

GENERATE CONVERT TO FEED TO

Campaigns Forecast

Opportunities

ContactsLeads

GENERATECONVERTTO FEEDTOCONVERTTO FEEDTO

Analyzedtodeterminesuccess

About Me.After 2004About Me.After 2004

CRM industry analyst, advisor, strategic consultant

Customers include Intuit, Microsoft, RIM, Sage

Quoted in Inc., Entrepreneur, Wall pStreet, Black Enterprise

Whats Happened Since 2004?Whats Happened Since 2004?

CRM CRM Community Relationship Management?Community Relationship Management?

Source:NielsenOnline,GlobalIndex,December2007 December2008.E.g.InDec08theSearchsectorreached 1 9% (points) more of the worlds online population than it did in Dec 07reached1.9%(points)moreoftheworld sonlinepopulationthanitdidinDec071GlobalreferstoAU,BR,CH,DE,ES,FR,IT,UK&USAonly

These werent around eitherThese werent around either

OK.So What Happened?OK.So What Happened?

Social NetworkingSocial Networking

Barack 2.0Barack 2.0 April 2008 Will Barack Obama be our first CRM president?

February 2007

PodcastingPodcasting November 2006 Technology For Business Sake

BloggingBlogging June 2005 Brents CRM Blog

March 2004 DestinationCRM comFirst ArticleFirst Article

March 2004. DestinationCRM.com

Customers say business should be socialCustomers say business should be social

93%93% of Americans believe a company93%93% of Americans believe a company should have a presenceshould have a presence in social media 85%85% believe a company should not only be present but also interact withinteract withonly be present but also interact with interact with its consumers via social mediaits consumers via social media56% of American consumers feel both a stronger connectionstronger connection with andboth a stronger connection stronger connection with and better servedbetter served by companies when they can interact with them in a social media environment.

2008ConeBusinessinSocialMediaStudy2008ConeBusinessinSocialMediaStudy2008ConeBusinessinSocialMediaStudy2008ConeBusinessinSocialMediaStudy

Defining Defining CCRMRM SociallySocially

Exchanges Relationships

Information

GENERATE CONVERT TO CREATING

g

Customer

Partner

Content

Confidence

SalesprocessConversations

GENERATECONVERTTO FEEDTOCONVERTTO CREATING Partner

Vendor

Analyzedtodeterminesuccess

Social CRM Basics More or LessSocial CRM Basics More or Less

``MoreMore listeninglistening,, sharingsharing andandi i ii i iparticipatingparticipating

LL t lkit lki 1 01 0 llilli 1 0 d1 0 d Less Less talkingtalking 1.0,1.0, sellingselling 1.0 and 1.0 and marketingmarketing 1.01.0gg

Social CRM, Twitter & BiscuitsSocial CRM, Twitter & Biscuits

The Impact of 140 CharactersThe Impact of 140 Characters

I I repliedrepliedI I followedfollowedII bl dbl dI I bloggedblogged

II podcastedpodcastedI I podcastedpodcastedI I ateateand and ateate$$$$$$

Social CRM: Barack 2.0 Social CRM: Barack 2.0 An ExampleAn Example

The Three A's The Three A's OOf Social f Social CCRMRMKeys to keeping and growing good Keys to keeping and growing good

l ti hirelationships

Automation ofcontentcreationanddistributionAnalysis capturingsocialandwebbaseddatabaseddataAudacity focusoncaptivatingpeoplecaptivating people

Automating Content Creation & DistributionAutomating Content Creation & Distribution

A BlogA BlogggA TweetA TweetA CommentA CommentA PhoneA PhoneA PhoneA PhoneA WebcamA Webcam

UserUser--generatedgeneratedCoCo--createdcreatedSyndicatedSyndicatedRepurposedRepurposed

Automating Content Distribution Automating Content Distribution Tweet This!Tweet This!

Automating Content Distribution Automating Content Distribution Tweet This ContdTweet This Contd

Automating Content Distribution: TubeMogul.comAutomating Content Distribution: TubeMogul.com

Conversation Management: CoTweet.comConversation Management: CoTweet.com

Conversation Management:Conversation Management:Salesforce.com + TwitterSalesforce.com + Twitter

ZDNet.com

Remember the Good, Bad, Ugly & Unexpected:Remember the Good, Bad, Ugly & Unexpected:A Cautionary TaleA Cautionary Tale

Remember the Good, Bad, Ugly & Unexpected:Remember the Good, Bad, Ugly & Unexpected:A Cautionary TaleA Cautionary Tale

Remember the Good, Bad, Ugly & Unexpected:Remember the Good, Bad, Ugly & Unexpected:A Cautionary TaleA Cautionary Tale

Remember the Good, Bad, Ugly & Unexpected:Remember the Good, Bad, Ugly & Unexpected:A Cautionary TaleA Cautionary Tale

Remember the Good, Bad, Ugly & Unexpected:Remember the Good, Bad, Ugly & Unexpected:A Cautionary TaleA Cautionary Tale

Remember the Good, Bad, Ugly & Unexpected:Remember the Good, Bad, Ugly & Unexpected:A Cautionary TaleA Cautionary Tale

Analysis: The New Metric SystemAnalysis: The New Metric System

WebAnalyticsDemystified.com2008

Measuring Random Acts of Web SocialismMeasuring Random Acts of Web Socialism

Brand driven sessionsBrand driven sessions Eitheroriginatingdirectlyorfrombranded branded searchterms brentbrent learyleary, crmcrm blogblog, social social crmcrm, etc. anyonecomingdirectlyorsearchingformynameisalready

fairlyengagedfairlyengaged

Measured eventsMeasured events Predeterminednoncommerceevents Predeterminednoncommerceevents Email meEmail me, comment on my blogcomment on my blog, downloadaPDF, DiggDigg me,

StumbleUponStumbleUpon me, MixxMixx me, etc.

Whos Liking your Links?

Whos Favoring Your Tweets?

Analyze This.Analyze This.

Social Media MonitoringSocial Media Monitoring

AudacityAudacity

Audacity Audacity HubSpot & Hammer?HubSpot & Hammer?

The Idea / Blog The Idea / Blog www.Barack20.comwww.Barack20.com

What Is The Site About? (www.wordle.net)What Is The Site About? (www.wordle.net)

FavsFavs, Embeds, Tags.and Views, Embeds, Tags.and Views

Main Stream MediaMain Stream Media

From Digital to PrintFrom Digital to Print

Benefits of Social Media on Customer Benefits of Social Media on Customer Relationship ManagementRelationship Management

Avanade June 2008

Thank You!Thank You!`` Brent LearyBrent Leary` BLEARY@CRMESSENTIALS.COM`` BlogBlog`` BlogBlog` WWW.BRENTLEARY.COM`` TwitterTwitter` WWW TWITTER COM/BRENTLEARY` WWW.TWITTER.COM/BRENTLEARY`` Barack 2.0Barack 2.0` WWW.BARACK20.COM

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