The ROI of Social CRM
NOVEMBER 14, 2012
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]
AUGUST 22, 2011
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
JULY 12, 2012
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
MARCH 2, 2012
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.
Be a Social CRM Hero!
AUGUST 21, 2012
Just a quick recap of our How To Be A Social CRM Hero series so far. How To Apply Social to Education and Learning. Why do busy professionals turn to social media? Social tools make it possible for you to increase participation in your learning programs, actively engage learners, and make your learning programs more effective. Featured Social CRM and ROI
Is Social CRM the key to growing membership?
MARCH 16, 2011
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 ).
Video: Thoughts on Social CRM for Small Businesses
SEPTEMBER 14, 2011
Social CRM is a hot topic right now. As companies’ use of social media tools begins to mature from a pure marketing focus to more of a social business focus, the various use cases of social CRM are gaining more attention from practitioners. social media social crmTweet. Strategy is important. Tweet.
Why The Term “Social CRM” Is Just STUPID!
NOVEMBER 7, 2011
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 Use Case 4: Conference social media campaigns to increase outreach and lead generation
NOVEMBER 17, 2011
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. Conference social media campaigns to increase outreach and lead generation. Tools – Social Media Management System.
ROI and Social CRM Use Case 1: Using LinkedIn for Member Recruitment
OCTOBER 11, 2011
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.
Social CRM: Social Media and Communities in Customer Relationship Management and Marketing
MAY 20, 2011
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
DECEMBER 16, 2011
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.
4 Steps to Boost Your Social Media Engagement
Convince & Convert
SEPTEMBER 30, 2015
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.
Social CRM Use Case 7: Member Services
DECEMBER 22, 2011
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.
White paper on Social CRM for associations
APRIL 6, 2011
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 Use Case 2: Socializing educational content for member retention
OCTOBER 24, 2011
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.
Social CRM Use Case 3: Optimize and socialize your member services
NOVEMBER 3, 2011
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.
AWESOME WEBINAR ALERT: How to Make Money from Social Media
OCTOBER 24, 2015
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].
Social Media ROI and Measurement: Questions You Should Ask
Social Marketing Forum
JANUARY 8, 2013
If we talk about Social Media ROI in this post, we talk about the return on investment of [.]. Marketing ROI Social business Social CRM Social media marketing Web analytics Jim Lenskold Jim Sterne marketing ROI Olivier Blanchard return on marketing investment ROMI social media measurement social media metrics social media ROI
Moving From Back Pats to Business, Social CRM Is For Real
Convince & Convert
JUNE 10, 2012
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
DECEMBER 1, 2011
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 .
When Is Social CRM Not Social CRM?
Social Marketing Forum
DECEMBER 15, 2010
Social CRM' has seemingly been settled on as the de facto term for the utilisation of social media to interact and engage with consumers for mutual value. CRM CRM Evolution Customer 360 CX David Myron Ed Thompson Gartner Ian Hendry Jason Mittelstaedt Michael Krigsman MyCustomer Neil Davey Paul Greenberg RightNow Technologies social crmThe industry still seems to be getting its knickers in a twist over terminology. But the matter is still far from settled.
How Some Big Brands Manage Social Media
FEBRUARY 9, 2012
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.
Think Tank Webinar on Social CRM next Wednesday
APRIL 26, 2011
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
Social CRM is Part of Culture Change
NOVEMBER 5, 2012
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.
Social Media Metrics: Jim Sterne on why, what and how to measure
JULY 3, 2011
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.
Deep dive on Social CRM at the ASAE Technology Conference
DECEMBER 5, 2011
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 Customer Service: Why You Must Offer it Right Now
Social Marketing Forum
JANUARY 5, 2013
Social customer service is one of the most important domains of social business and social CRM. Those who could not get proper customer service from a business found that social media provided a way for them [.]. Here is why. Popular platforms like Facebook and Twitter have traditionally been used to air grievances about a company.
Are you using social media for customer service?
NOVEMBER 6, 2013
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
Social CRM: Customer-Centricity And The Need For Redefinitions
Social Marketing Forum
DECEMBER 22, 2010
Customer-centric thinking and working is the main driver in all marketing changes, we are going through, including social media marketing. CRM Sales community customer relationship management customer-centricity valueCustomer-centricity is not some kind of slogan. It's a necessity for businesses and is achieved through direct and indirect processes of listening, understanding, providing relevance and optimizing value.
The State of Social Media 2012 [DATA]
JULY 12, 2012
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!
B2B: Involve Your Sales People in Social Media Marketing and CRM Now
JULY 21, 2011
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.
Deciding upon Social CRM: Your Brand Can Benefit
JANUARY 22, 2013
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?
Optimizing the Digital and Social Customer Experience
Social Marketing Forum
FEBRUARY 14, 2013
Customer service Relationship marketing Social business Social CRM Social media marketing Touchpoint marketing Bryan Eisenberg customer journey Dion Hinchcliffe McKinsey touchpoints W.H. Since McKinsey first wrote about the ‘consumer decision journey’, the attention for that journey has never been higher. Hank) Brigman
42 Percent of Consumers Complaining in Social Media Expect 60 Minute Response Time
Convince & Convert
SEPTEMBER 27, 2012
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.
5 Ways to Use Automated Internet Marketing Software in Managing Social CRM and Sales Leads
JULY 2, 2012
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.
The Key to Social Media ROI
AUGUST 2, 2011
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
[Cool Infographic Friday] Social CRM: The Next Generation of Fundraising
APRIL 5, 2013
From the Avectra blog : “Social CRM takes traditional donor management to the next level by creating one integrated database that captures and analyzes rich historical data and seamlessly includes new social data. ” Look out for our next How-To Apply Social to Fundraising in our department-specific How-To Series - coming out soon! Featured Useful Data
Nobody Said Social Media Should Be Simple
Convince & Convert
AUGUST 28, 2011
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.
23 (More) of the Best Social Media Guides, Tips and Resources of 2012
DECEMBER 4, 2012
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?
Social Media, Monitoring and Research: Opportunities and Risks
MARCH 6, 2012
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
Without a change in expectations, social CRM is destined to fail
FEBRUARY 27, 2013
While I believe that social media is a great platform for customer support, I think our current views of what is acceptable in terms of response time or expected quality of service for social Customer Relationship Management (CRM) is destined to fail. While I felt her pain, I went on a rant of my own about social CRM and the expectations that we have.
Social Business and Big Data: the Business Intelligence Goldmine
Social Marketing Forum
JANUARY 7, 2013
Customer analytics Marketing ROI Social business Social CRM Social media marketing Social media monitoring BDA Big Data Applications business intelligence Jeremiah Owyang Jonas Klit Nielsen Mindjumpers Raj De Datta social analyticsEvery day we create 2.5 quintillion bytes of data. That’s a lot! Combined, this online data equals Big Data.