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The ROI of Social CRM

SocialFish

The most important piece of advice I gave the group of scientific and manufacturing association CEOs was that it’s time to change the conversation – away from social media and the various tools (Facebook, Twitter, LinkedIn etc) and towards social CRM, namely the discipline of applying social data to membership management. The ROI of Social CRM.

ROI and the Impact of Social CRM [NEW WHITE PAPER]

SocialFish

Introducing ROI and the Impact of Social CRM: 12 Forward-Looking Use Cases for Associations. This paper is the second in our Social CRM series. The first paper in the series, Social CRM for Associations , has had close to 2000 downloads to date)! This is a MUST READ if you’re interested in getting real results out of your social media work.

How to Choose a Social CRM to Manage Data

Spin Sucks

good CRM platform will help you funnel the noise (aka customer data) into a digestible and collaborative system. Implementing a CRM System. Traditionally, CRM systems were available only to big corporations with the IT staff to develop, implement, and manage a company-wide system. Here are just a few that have emerged as leaders in enabling social CRM. Now what?

6 Steps for Getting Started with Social CRM for Membership Orgs

SocialFish

Social CRM is a business philosophy supported by technology and workflow.  It’s not something you buy off the shelf, and you can’t get to ROI without it. 2. For membership organizations, that simply means that social CRM is the discipline of applying social media data to membership management. 3. Social CRM Use Cases for Membership Orgs.

Is Social CRM the key to growing membership?

SocialFish

Social CRM is a term fraught with some confusion. It was coined in the corporate world to describe a business strategy for managing customer relationships in the age of social media. How might associations incorporate Social CRM to recruit and retain members? Here’s the most widely quoted definition of Social CRM from Paul Greenberg ).

ROI and Social CRM Use Case 1: Using LinkedIn for Member Recruitment

SocialFish

Our (SocialFish) definition of Social CRM is “ the discipline of applying social media to membership management “, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. In ALL cases, you should be building your community on social media sites before you even think about ROI.

Why The Term “Social CRM” Is Just STUPID!

SocMed Sean

Social CRM. Does adding Twitter to your CRM process make it more social? Photo by Andres Rueda on Flickr, licensed under Creative Commons For those of you who don’t know what CRM stands for, it’s Customer Relationship Management and it’s a term often used by software vendors like SalesForce.com to describe their products. ALL CRM IS SOCIAL.

Social CRM: Social Media and Communities in Customer Relationship Management and Marketing

Conversionation

Social CRM is a term that is often misused, certainly in a product and solution context. It’s also frequently narrowed down to specific customer-oriented activities such as customer service and even social media monitoring. It seems everyone is offering social CRM solutions these days.  However, social CRM is not about tools. The integration of data from different customer interactions and channels is a challenge for many marketers (think about the integration of email data, web analytics and CRM, for instance).

Social CRM Use Case 6: Retention

SocialFish

Our [SocialFish] definition of Social CRM is “the discipline of applying social media to membership management”, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. Here’s the 6th of a series of blog posts for Avectra on the use cases – including four completely new ones – and we want to hear from you if these are possible for YOUR association.  In ALL cases, you should be building your community on social media sites before you even think about ROI. NEW USE CASE.

Social CRM Use Case 7: Member Services

SocialFish

Our [SocialFish] definition of Social CRM is “the discipline of applying social media to membership management”, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. Here’s the 7th of a series of blog posts for Avectra on the use cases – including four completely new ones – and we want to hear from you if these are possible for YOUR association.  In ALL cases, you should be building your community on social media sites before you even think about ROI. NEW USE CASE.

Social CRM Use Case 3: Optimize and socialize your member services

SocialFish

Our [SocialFish] definition of Social CRM is “the discipline of applying social media to membership management”, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. Optimize and socialize your member services. The Social CRM team changes the job descriptions for the junior staffers.

White paper on Social CRM for associations

SocialFish

Who owns Social CRM? Making member management social takes teamwork. We’ve just published our latest white paper,  Social CRM for Associations: What association executives should know about applying social media to membership management. Social CRM refers to both a business strategy for managing customer relationships in the age of social media and also the evolving technology that helps organizations do this. Social media monitoring and responding. Social profile mapping. Community management.

Social CRM: Tools That Can Help You Know Your Audience Better

Ignite Social Media

That’s great to have, but when a brand is looking to connect with their customers on a social level, those things aren’t always helpful. In order to connect with customers further, organizations look to Social CRM. Simply put Social CRM is using social media services, techniques and technology to engage with their customers on a more personal level.

Social CRM Use Case 2: Socializing educational content for member retention

SocialFish

Our [SocialFish] definition of Social CRM is “the discipline of applying social media to membership management”, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. Socializing educational content for member retention. Social CRM and ROIthe webinar archive in the same place.

Think Tank Webinar on Social CRM next Wednesday

SocialFish

This webinar also kicks off our monthly Think Tank webinar series on topics that are important for social media practitioners in associations and nonprofits. So you’ll definitely want to join us live. Don’t miss it! Special thanks to CommPartners for their help producing the series.  Join us next week ! Think Tank

4 Steps to Boost Your Social Media Engagement

Convince & Convert

Simply too many brands use social media as a free advertising platform where they can sell, sell, sell. While the drive to push sales on whatever platform available is admirable, social media (as most of us have realized by now) plays by different rules. Social media instead demands a symbiotic relationship between brands and their fans. You should, too.

Moving From Back Pats to Business, Social CRM Is For Real

Convince & Convert

As marketers try to determine appropriate resourcing, one of the big measurement and accountability challenges faced by social media is the anonymity inherent in most social data. Indeed, smart companies track social media’s impact on desirable behaviors such as lead generation, repeat website visits, and even corollation-derived ROI. It exists.

Social CRM Use Case 5: Recruitment

SocialFish

Our [SocialFish] definition of Social CRM is “the discipline of applying social media to membership management”, and the 12 use cases in our white paper, ROI and the Impact of Social CRM , show this in action. Here’s the 5th of a series of blog posts for Avectra on the use cases – including four completely new ones – and we want to hear from you if these are possible for YOUR association.  In ALL cases, you should be building your community on social media sites before you even think about ROI. NEW USE CASE .

How Some Big Brands Manage Social Media

SocialFish

I watched an Altimeter webinar the other day that I thought was worth sharing from a “the state of corporate social media” perspective. This also includes some discussion of social media management systems. Altimeter Webinar: A Strategy for Managing Social Media Proliferation, with Jeremiah Owyang from Altimeter Group on Vimeo.

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Deep dive on Social CRM at the ASAE Technology Conference

SocialFish

And this year, I’m even more energized about #Tech11. I’ll be facilitating a deep dive on Social CRM for Associations on Thursday, 12/8, starting at 8:30am. Deep dive means that we will actually have a good chunk of time together as a group to have meaningful thinking and conversations about how social media intersects with membership management.

Social Media Metrics: Jim Sterne on why, what and how to measure

Conversionation

In his book ‘Social Media Metrics’, Jim Sterne says: “The Internet has always been a social medium”. Blog Connected marketing Social CRM Social media marketing Jim Sterne social media metrics social media ROI web analyticsAnd he’s right where he writes that the Internet is the first many-to-many communication channel.

Social CRM is Part of Culture Change

SocialFish

If you’re a regular reader of this blog, then I am sure you are aware of the awesome white papers that Maddie and Lindy have written with Avectra on Social CRM. The ideas in Humanize tend to be slightly bigger picture than social CRM. Implementing social CRM within your association is actually culture change. like the bias towards action.

AWESOME WEBINAR ALERT: How to Make Money from Social Media

SocialFish

Frustrated with trying to figure out how to make money from all that time and effort you spend on social media?  If you’re trying to accelerate your business growth or make a viral impact, check out this FREE webinar from my good friend and social media maven Melinda Wittstock. Featured Implementation Industry Insider Social CRM and ROIlink].

B2B: Involve Your Sales People in Social Media Marketing and CRM Now

Conversionation

In many B2B companies, especially those with a longer sales cycle (or buying cycle if you will), there is at least one division where employees meet customers and prospects without sitting behind their computers and campaign or CRM dashboards all the time: sales. Divisions such as sales, can be involved much better in social CRM and social media processes.

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Are you using social media for customer service?

SocialFish

This question came up recently in a meeting and while we’ve been talking about this opportunity for organizations for literally years at this point we’re still not seeing a lot of it in practice.  I’m not sure why not – seems like such low hanging fruit, to have your member services people be the ones monitoring your social media. Featured Social CRM and ROI

The Key to Social Media ROI

SocialFish

We believe that Social CRM is the key to getting ROI out of social media activity. So what is social CRM, you ask? Here’s our simplified definition: Social CRM is the discipline of applying social media to membership management. Social media is more than just Facebook and Twitter. Social CRM and ROI

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5 Ways to Use Automated Internet Marketing Software in Managing Social CRM and Sales Leads

Koka Sexton

Businesses that embrace social customer relations management generate more traffic due to enhanced communication strategies. good social crm helps businesses improve their customer engagement and interactions. Below are five ways in which businesses can use automated marketing systems in social customer relations management and leads conversion; Gather leads information.

Deciding upon Social CRM: Your Brand Can Benefit

Mindjumpers

Last week, I read an article on Businessinsider.com describing why some major brands chose to pull the plug on their social media customer service on either Facebook or Twitter. Being on social is an invitation to interaction – both the positive and negative kind. The question is: Will these companies benefit from NOT servicing their customers on social?

What’s a social CRM going to do for my business?

Janet Fouts

According to Altimeter Group’s Jeremiah Owyang , social CRM will give businesses a way to really focus on listening to what their customers want and still have time to do business. In it’s most basic form the concept is to allow you to cross reference what your customers are saying in social media circles as individuals and as a group with what you know about them from a business standpoint. “Jeremiah Owyang’s vision of Social CRM where products that we want will find us, will be realized. Steve Farnsworth, Jolt Social Media.

42 Percent of Consumers Complaining in Social Media Expect 60 Minute Response Time

Convince & Convert

In just a couple of weeks, I’ll be launching (along with Jason Falls , Mark Schaefer , Tom Webster , and our partners at Edison Research ) the newest edition of The Social Habit. Landmark, legitimate research into how social media is used, and by whom. I’ve seen the raw data, and it’s a mind-blower. 

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Nobody Said Social Media Should Be Simple

Convince & Convert

Social media is unique in that it is the only medium yet conceived where companies are playing in the exact same sandbox as we’re playing personally. Because fundamentally, doing social media “right&# with equal doses of speed, caring, delight , and panache is not simple. Remember, nobody said social media was easy, just that it was awesome.

Social Media, Monitoring and Research: Opportunities and Risks

Conversionation

We all know social media monitoring solutions and processes can provide valuable information regarding our brands, competitors, customers, individual preferences, trending topics, the market  and whatnot. On top of these platforms, more cross-channel oriented solutions and specialized surveying and research applications, enable us to listen to the voice of the customer on social media [.]. Blog Customer relationships Research Social CRM Social media marketing customer research market research social media monitoring

23 (More) of the Best Social Media Guides, Tips and Resources of 2012

Webbiquity SMM

As noted in 33 (of the) Best Social Media Guides, Tips and Resources of 2012 So Far , posted here a few months ago, social media marketing adoption is now so widespread there’s little further question of “if” or “when” in the minds of most marketers–but many “how” and “what” questions still remain. know—Reddit?

The State of Social Media 2012 [DATA]

SocialFish

2H12: The State of Social Media & Social Media Marketing in the Second Half of 2012. Featured Mobile Social CRM and ROI Social, In Theory Useful DataSelf explanatory, really. Read it and weep – or rejoice. Either way, the tidal wave is still going. Thanks, Esteban Contreras for putting this together!

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Are we trying to automate the “human” out of social media?

SocialFish

Where is the community building, the unleashing of passionate evangelists, the generative collaboration, the social responsibility? We argue in Humanize – and this is a perfect example – that we’re trying to fit social media management into mechanized processes with predictable inputs and outputs – but social media DOES NOT WORK LIKE THAT.

Social Media Horror Story With A Happy Ending

Firebelly

Imagine if this poor girl was in charge of that local Candlewood Suites social media presence and said something like that? As their social presences grow (yippee – we hit a million fans!), the excitement of what was originally a marketing push starts to fade into customer care and operational scale issues. Social is a two-way street, not a TV broadcast medium.

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Why Social Media Has Ruined Your Advantage

Convince & Convert

Your speed in answering the social media telephone is no different. And the responsiveness expectations your customers place upon you in social media will continue to heighten , as consumers will adopt the belief that companies can and should use social media the way they often do, in a continuous, hyper-aware, always-on, multi-tasking fashion.

Get LinkedIn or Get Left Out: Using LinkedIn Effectively

SocialFish

You hear a lot of hype about the benefits that Facebook and Twitter can bring to your business, but these social networking sites can often overshadow the even greater potential LinkedIn has for virtually every department within the organization. What makes LinkedIn so superior to alternative social networking sites is its exclusively professional audience and no-nonsense atmosphere.

4 Strategies for Improving Social Engagement

Convince & Convert

Simply too many brands use social media as a free advertising platform where they can sell, sell, sell. While the drive to push sales on whatever platform available is admirable, social media (as most of us have realized by now) plays by different rules. Social media instead demands a symbiotic relationship between brands and their fans. You should, too.

102 Compelling Social Media and Online Marketing Stats and Facts for 2012 (and 2013)

Webbiquity SMM

With 92% of companies now incorporating social media into their marketing efforts, it’s no longer sufficient to just “be there” on social networks. What do buyers really want from social media marketers? What is the source of the largest share of social traffic to websites? (It’s not what you almost certainly think.). Visual.ly ). 8.

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