文档介绍：Social Media CRM
What it should mean for pany and how to develop a process for essful execution
Jamie Duklas
Director of Social Media, Booyah Online Advertising
***@jduklas
6/29/2011
#OMSDEN #SCRM
About Booyah
SEO
Shopping Engines
Paid Inclusion
Local
Mobile
Email
Paid Search
Shopping Engines
Creative Services
Online Display
Social
Media
Search
Marketing
#OMSDEN #SCRM
About Me
I’m tall
Lead the social media consulting practice at Booyah
Board member, Social Media Club – Mile High
Good at collecting student loans: MBA from University of Denver, undergrad from University of Wisconsin
July 12 event: Social Media Panel featuring Southwest Airlines: ?eid=138238122921473
#OMSDEN #SCRM
Social Media is Not Fun*
Of course it can be, but…
Start with a business goal!
*Hopefully this presentation is at least a little fun
#OMSDEN #SCRM
What is Social CRM?
#OMSDEN #SCRM
Benefits (aka Why Bother)
Optimized messaging across all customer touch points (sales, marketing, service)
Increased customer retention
New customer acquisition
Product knowledge / customer insight
Bottom line: smarter marketing & make more money
#OMSDEN #SCRM
Leverage the Social Graph
Consider social media a database
Find the unique identifier to connect the information
#OMSDEN #SCRM
Develop Social Media Maturity
#OMSDEN #SCRM
Collective Intellect
Essentials for Your Database
Monitoring (data collection)
Engagement history
Customer profile (data connection)
Internal CRM data
#OMSDEN #SCRM
Social CRM: Business Process
Monitoring
Marketing
Engagement
Sales
Customer
Service
Data
Social Graph
(Customer Profile)
Internal
(Customer Profile)
#OMSDEN #SCRM