Why Social CRM is important.

1. SOCIAL + CRM
(SCRM)
Adam Webber
www.LocalHitz.com

3. http://observer.com/2015/06/business-insider-elon-musk-bio/

4. Technology
• Our tools define our behavior.
• They reinvent how we do business
• How we connect,
• Where we connect
• When we connect
• Why we connect
Social has made connecting
• Faster
• Easier
• Smarter

5. Business has always been social.
80s-90s until mid 2000 it was called word-of-mouth
3 top factors for consumers when deciding which company to do business
with are:
• personal experience (98%)
• company’s reputation or brand (92%)
• recommendations from friends and family (88%)
This hasn't changed.

6. In the mid 2000s till today people have made a business out of
word-of-mouth services and built million/billion dollar companies like
Yelp
Angie's list
Twitter
Facebook
Google
TrueCar
Customers, harnessing technology, took word-of-mouth to the next level.

7. Old Buying Funnel
During the Print/Yellowpages days it was awareness-consideration-purchase
A new step was added in the Buying Funnel.
Awareness-Consideration-Verification then Purchase
With a Good Social CRM in place:
High Customer Touch Points-Consideration-Verification then Purchase
OLD
NEW

8. What SMBs need to be aware of today.
• Social channels have amplified the word of mouth and
feedback system.
• More than ever SMBs need to interact, engage and provide
quality service via social channels. Be where your
customers are.
• Social channels have become the great accelerators.
• Good news travels semi-fast but bad news travels at the
speed of light (and is tweeted, retweeted, blogged, logged,
posted, and lives forever online)

9. • Customers talk to you
• Customers talk to each other
Companies:
• Spread information fast to users who are interested in the company or
products.
• Follow conversations about your company
• Respond very quickly to negative feedback, attend to customer problems and
maintain, regain or rebuild customer confidence.
Customers
• Customers easily tell a company -- and everyone else -- about their
experiences (good or bad)
• Customer use social networking sites to offer ideas for future products or
tweaks to current ones
No longer a one way conversation

10. Power Tips
1. Respond to customers in a timely manner.
2. Identify and engage your social influencers.
3. Reward loyal customers.
4. Talk with your customers, not at them.
5. Put a human face (or name) on your social media conversations.
- Jennifer Lonoff Schiff

11. Facebook App For Small Business
Twitter
intercom.io
sproutsocial.com
nimble.com
insightly.com
SOCIAL CRM TOOLS
Tools that are helpful in monitoring, data gathering and
responding to social media signals:
Americans will spend 9% more with companies that provide excellent service (American Express)