MAAMC Bournemouth University IN-PRACTICE assignment March 2011.

1. S-CRM Using the Tools effectively What’s not to ?

2. It’s a new dawn It’s a new day It’s a new life And I’m feeling……………………..

3. It is true, Man is indeed a Social animal!

5. WE like to live in tribes

8. And Communities…

12. Now more than Ever!

13. www.jmorganmarketing.com 2010.

14. Social Media & Web 2.0

15. What is S-CRM? Simply put SCRM is the company’s response to the customers’ control of the conversation Paul Greenberg 2009

16. Also known as CRM 2.0

18. The consumer converses, shares opinions and essentially controls the conversation in the environment spun around him by social media

19. Consumer is now the Brand’s Ambassador&Advocate

20. Consumer is Now in the driving seat

21. So join him in the ride on the social media bandwagon!

22. Social Media is a tool in the SCRM Strategy

23. But why????? Consumer’s expectations are higher now, they don’t just want to be sold a product but DEMAND attention…………So are you listening!

25. And why Social Media? “What better way to know what consumers’ want than them telling you”!

27. Translation application supports over 100 languages

28. Average user is connected to 80 community pages, groups and events

29. More than 30 billion pieces of content (web links, news stories, blog posts, notes, photo albums, etc.) shared each monthSource: Facebook 2011

31. Over 175 million users of Twitter currently

32. More than 600 million searches happen on Twitter every day

33. 80% of Twitter users use Twitter on mobile devices Source: Twitter, 2011.

35. 2 billion views a day

36. Localised in 25 countries, 43 languagesSource: YouTube 2011, TG Daily 2011.

37. And so on and on and on…

39. Advertising has also been impacted greatly because of social media with only 18% of traditional TV campaigns generate a positive return on investmentSource: Asaptechworks, 2011

40. Social Media Examiner 2011

42. There is no escape………..It’s the REAL thing! YouTube, 2011.

43. Carlson , 2010.

44. Good old CRM One way Communication Morgan, 2010.

45. The Social CRM 360° Communication Morgan, 2010.

46. Morgan, 2010.

47. Garcia, 2011.

48. No moreI Communicate, You Receive.

49. Listen-engage-Act

50. The Social Media Integration Model has an impact on the overall effectiveness for the Social Media platforms. For this reason consider all the elements when developing Social Media strategies. Garcia, 2011.

51. 41% of customers believe that companies should use social media tools to solicit feedback on products & servicesCone Business in Social Media Study, 2008

52. Brain Green Consultancy, 2010.

53. Companies' cannot wake up one day and decide to jump into social media.It doesn’t work that way.Social media cannot be utilized as an isolated strategy but the culture of social CRM must be installed in the company’s core values or else…….

54. Bad Move 2009 Source: Social Media Today 2011.

55. What were you thinking? 2011 Social Media Today 2011

56. Good Practice Source: www.briansolis.com

57. does it well Dell, 2011.

58. They know what they are doing Source: briansolis.com

60. And so does Nestle’ Nestle 2011

61. Do it right and not only win the consumers’ heartsYou may win accolades and more

63. #2 Free App on iTunes upon launch

64. Still in top 100 year after its launchNutrition

66. Over 100,000 downloads since its launch in 2009Health & Wellness

68. Ranked top 50 downloads in 10 European nations

69. Featured in Apple 3G advertisement in FrancePremiumisation

71. 220,000 above downloads and counting

72. Free for iPhone, iPod, iPad, Blackberry Pet Care

73. Source: Techcrunch., 2009, Virgin America 2011

74. Brands create Evangelists through earned media by acting like human beings B.L.Ochman

75. “Company culture has to change to allow Social CRM to happen.” Greenberg 2010

76. The Conversation Funnel Service Sales Product HR Finance Marketing Brian Solis 2011

77. SCRM Process Not just Social Media A complete process Social Media Examiner, 2011.

78. Social CRM is not just Social Media Get personal, Get connected…..Get Social

79. Greenberg tells the Coke story

80. Levi’s wants you to Like it!

81. Thank you for listening

82. References ASAP Tech, 2011. Social media fascinating statistics. Available from: http://www.asaptechworks.com/news/2011/1/8/social-media-fascinating-statistics.html [Accessed 20 March 2011]. Brian Green Consultancy, 2010.Image. Available from: http://www.blog.bdgreen.it/2010/03/18/social-crm-strategy/ [Accessed 17 March 2011]. Carlson, L., 2010. Social CRM, FTW! How real companies are going social and winning. Software advice. Available from: http://www.softwareadvice.com/articles/crm/social-crm-ftw-how-real-companies-are-going-social-and-winning-1111910/#ixzz1GyuIaaww [Accessed 17 March 2011]. Cone Business in social media study.2008. Social Media Examiner. Available from: http://www.socialmediaexaminer.com/what-is-social-crm/ [Accessed 17 March 2011]. Dell, 2011. Dell’s ed4good social media initiative. Available from: http://content.dell.com/us/en/corp/d/corp-comm/ed4good-home.aspx [Accessed 20 March 2011]. Facebook, 2011. Press room. Available from: http://www.facebook.com/press/info.php?statistics [Accessed 20 March 2011]. Garcia, I., 2011. Social media integration theory model. Social Media Today. Availablefrom: http://socialmediatoday.com/isra-garcia/278936/social-media-integration-theory-model?ref=headline_rotator [Accessed 20 March 2011]. Gloria, T., 2009. How not to use Twitter: HabitatUK a case study. Social Media Today. Available from: http://socialmediatoday.com/SMC/103334 [Accessed 20 March 2011].

83. Greenberg, P., 2009. Social CRM comes of age by Paul Greenberg. Oracle. Available from: http://www.oracle.com/us/products/applications/siebel/036062.pdf [Accessed 18 March 2011]. Greenberg, P., 2010. Sugarcon Day 2, Re-cap of Paul Greenberg’s keynote on social CRM. Available from: http://www.jmorganmarketing.com/sugarcon-day-2-re-cap-of-paul-greenbergs-keynote-on-social-crm/ [Accessed 21 March 2011]. Hibbard, C. 2010. How social media saved Lake Arrowhead when city ad budgets ran dry. Available from: http://www.socialmediaexaminer.com/how-social-media-saved-lake-arrowhead-when-city-ad-budgets-ran-dry/#more-3268 [Accessed 20 March 2011]. Hill, J., 2008. YouTube surpasses Yahoo as world’s #2 search engine. TG Daily. Available from: http://www.tgdaily.com/trendwatch-features/39777-youtube-surpasses-yahoo-as-world%E2%80%99s-2-search-engine [Accessed 20 March 2011]. Morgan, J. 2010. What is Social CRM? Social Media Examiner. Available from: http://www.socialmediaexaminer.com/what-is-social-crm/ [Accessed 20 March 2011]. Morgan, J., 2010. The evolution of the social CRM process. Available from: http://www.jmorganmarketing.com/evolution-social-crm-process/ [Accessed 17 March 2011]. Morgan, J., 2011. Now this is how you use a corporate blog! Chrysler does it right after Twitter F-bomb. Available from: http://socialmediatoday.com/joshmorgan/277430/now-how-you-use-corporate-blog-chrysler-does-it-right-after-twitter-f-bomb?ref=node_related_posts [Accessed 18 March 2011]. Nestle, 2011. Free mobile Apps place brands in more hands. Available from: http://www.nestle.com/Media/NewsAndFeatures/Pages/Nestles-free-mobile-apps-place-brands-in-more-hands.aspx [Accessed 19 March 2011].

84. Ochman, B.L., 2011. Social CRM – Thank you Ben & Jerry’s: a brand that’s social, for real, (and MediaTemple, for trying). Available from: http://www.whatsnextblog.com/2010/12/social_crm_-_thank_you_ben_jerrys_a_brand_thats_social_for_real_and_mediate_1/ [Accessed 19 March 2011]. Solis, B., 2009. Real-time conversations hasten social CRM. Tech Crunch. Available from: http://techcrunch.com/2009/07/11/real-time-conversations-hasten-social-crm/ [Accessed 20 March 2011]. Solis, B., 2010.The business guide to Facebook part 2: From e-commerce to f-commerce. Available from: http://www.briansolis.com/2010/10/the-business-guide-to-facebook-part-2-from-e-commerce-to-f-commerce/ [Accessed 18 March 2011]. Twitter. 2011. About Twitter. Available from: http://twitter.com/about [Accessed 19 March 2011]. Virgin America, 2011. Available from: http://twitter.com/virginamerica [Accessed 20 March 2011]. Youtube. 2011. Press room. Available from: http://www.youtube.com/t/press_statistics [Accessed 20 March 2011]. Youtube, 2011. Video. Available from: http://www.youtube.com/watch?v=Ed5vJeaEuzA&feature=player_embedded [Accessed 19 March 2011]. YouTube, 2011. Video. Available from: http://www.youtube.com/watch?v=VSkT5XykJzo&feature=player_embedded [Accessed 17 March 2011].