Brent Leary, CRM Essentials

1
Using Social Media to Attract Customers

• Brent Leary, CRM Essentials

2
(No Transcript)
3
Growth of Social Media
4
Relevance Matters
5
Whats Happened Since 2004?
6
Facebook

• 200M Users
• 3.5B minutes a day spent on FB
• 850M photos uploaded monthly
• 8M videos uploaded monthly
• 1B pieces of content shared each week
• 30M active members access FB from mobile devices

Facebook.com
7
Twitter
Techcrunch.com
8
CRM Community Relationship Management?
Source Nielsen Online, Global Index, December
2007 December 2008. E.g. In Dec 08 the Search
sector reached 1.9 (points) more of the worlds
online population than it did in Dec 07 1
Global refers to AU, BR, CH, DE, ES, FR, IT, UK
USA only
9
These werent around either
10
Customers say business should be social

• 93 of Americans believe a company should have a
  presence in social media
• 85 believe a company should not only be present
  but also interact with its consumers via social
  media
• 56 of American consumers feel both a stronger
  connection with and better served by companies
  when they can interact with them in a social
  media environment.

2008 Cone Business in Social Media Study
11
The Numbers

• comScore MediaMetrix (August 2008)
• Blogs 77.7 million unique visitors in the US
• Facebook 41.0 million MySpace 75.1 million
• Total internet audience 188.9 million
• eMarketer (May 2008)
• 94.1 million US blog readers in 2007 (50 of
  Internet users)
• 22.6 million US bloggers in 2007 (12)
• Universal McCann (March 2008)
• 184 million WW have started a blog 26.4 US
• 346 million WW read blogs 60.3 US
• 77 of active Internet users read blogs

12
Social Customers In Action
Source Forrester Research, Inc.
13
Social CRM Basics More or Less

• More listening, sharing and participating

Less talking 1.0, selling 1.0 and marketing 1.0
14
Social CRM, Twitter Biscuits
15
The Impact of 140 Characters

• I replied
• I followed
• I blogged
• I podcasted
• I ateand ate

16
(No Transcript)
17
(No Transcript)
18
(No Transcript)
19
The Three A's Of Social CRMKeys to keeping and
growing good relationships

• Automation of content creation and distribution
• Analysis capturing social and web-based data
• Audacity focus on captivating people

20
Blogging for Business
Corporate bloggers 69 are also personal
bloggers 65 are professional bloggers
Professional bloggers 59 are also personal
bloggers 17 are corporate bloggers
21
(No Transcript)
22
Automating Content Creation Distribution

• A Blog
• A Tweet
• A Comment
• A Phone
• A Webcam

• User-generated
• Co-created
• Syndicated
• Repurposed

23
Automating Content Distribution Tweet This
Contd
24
From content to conversation
25
Automating Content Distribution TubeMogul.com
26
Analysis The New Metric System
WebAnalyticsDemystified.com 2008
27
Measuring Random Acts of Web Socialism

• Brand driven sessions
• Either originating directly or from branded
  search terms
• brent leary, crm blog, social crm, etc.
• anyone coming directly or searching for my name
  is already fairly engaged
• Measured events
• Pre-determined non-commerce events
• Email me, comment on my blog, download a PDF,
  Digg me, StumbleUpon me, Mixx me, etc.

28
Whos Liking your Links?
29
Whos Favoring Your Tweets?
30
Analyze This.
31
Audacity
32
Benefits of Social Media on Customer Relationship
Management
Avanade June 2008
33
Thank You!

• Brent Leary
• BLEARY_at_CRM-ESSENTIALS.COM
• Blog
• WWW.BRENTLEARY.COM
• Twitter
• WWW.TWITTER.COM/BRENTLEARY
• Barack 2.0
• WWW.BARACK20.COM

For More Show Info www.BusinessTechnologyRadio.co
m