Social CRM: Fueling Engagement & Growth

Avectra Elevate Your Mission SOCIAL CRM: FUELING ENGAGEMENT & SOCIAL GRÓWTH Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's [programmatic] response to the customer's ownership of the conversation. CRM SOCIAL MEDIA WHERE IT'S AT! IF YOU'RE NOT TAPPING SOCIAL, YOU'RE NOTŤ REACHING YOUR TARGET AUDIENCE f in MORE O00 MILLION CON- 100 NECTSIS0 150 THAN MILLION MILLION ACTIVE USERS USERS TWEETING PROFESSIONALS SURVEY SAYS: SOCIAL STRATEGY A MUST! of executives agree or strongly agree that implementing a Social CRM strategy will drive their organization's success, although close to 70% believe they do not yet have a strategy in place to do so." 60% of executives cite the potential to achieve "better customer loyalty and service levels" and 57% anticipate "increased revenue or sales" as a result of implementing a social business strategy." 62% ii 62% of executives think that businesses need to leverage social software inside and outside their organizations in order to remain competitive.iv SOCIAL DRIVES CRM: GROWTH: DON'T MISS THE BOAT! There is one absolute about social CRM: It will be mandatory – not optional – for the majority of organizations. OVER IBILLI IN REVENUE by the end of 2012, up from approximately $625 MILLION in 2010." 94% A whopping 94% of respondents are employing social media for marketing purposes." 85% of marketers say the top benefit of social media marketing is increased exposure. say increased 69% web site traffic. say to provide 65% marketplace insight." vii 58% of marketers who have been using social media for three years report that it has helped improve sales. vii WAYS то USE MANAGE THE MEMBER LIFECYCLE. SOCIAL CRM: TO DRIVE MEMBER INTERACTIONO RELEVANCE & INCREASE PARTICIPATION VIA A DEDICATED COMMUNITY. PROVIDE NEW NETWORKING MODELS. MONITOR THE CONVERSATIONS TAKING PLACE ON SOCIAL CHANNELS. AUTOMATE & MEASURE MEMBER ENGAGEMENT. SOCIALCRM BE AWARE OF THE MYTHS! ROI YOUCANSE ROI WITHOUT IT YOUCAN BUY IT! DEPARTMENT CAN OWN IT "I ADMIT IT-> I'M TOTALLY DRINKING THE SOCIAL CRM KOOL-AID" - MAGGIE MCGARY, MIZZ INFORMATION BLOG " Sources Avectra i Paul Greenberg, "Time to Put A Stake in The Ground on Social CRM," ZDNet, July 6, 2009 i Avectra Social CRM Benchmark Survey ii Avectra Social CRM Benchmark Survey iv Avectra Social CRM Benchmark Survey TM v Gartner Research Elevate Your Mission vi Social Media Marketing Industry Report vii Social Media Marketing Industry Report viii Social Media Marketing Industry Report ix Mizz Information blog, April 2011 %24