Andrew Bagley's presentation at agencyside's "Back in the Black" account team training.

1. Social CRM

2. Definition

3. 3 Takeaways The secret to getting ROIout of Social is data Personalization driven from Social CRM will be the best differentiator We have to stop being reactive and start taking a proactive approach to social media

4. What it is | Jay Baer “2011 will be the year that we begin to have a unified view of subscribers, fans, and followers. API-driven advances in CRM and databases will enable companies to better understand the full array of their digital marketing and social media relationships.”

5. >> We’ve been talking about “one to one” marketing for 20 years. It’s finally here…<< Jay Baer THE NOW REVOLUTION (2010)

6. >>It no longer makes economic sense to send an advertising message to the many, in hopes of persuading the few…<< M. Lawrence Light Former CMO McDonalds

7. Why Social CRM

8. Why Social CRM | Social CRM is a Win-Win What’s in it for the customer What’s in it for the brand

9. Mapping users across the web

10. Mapping Users Across the Web Connected through professional e-mail Connected through personal e-mail

11. Social CRM

12. Mapping Users Across the Web $

13. SSO is Preferred over New or Guest Account Create a New Account 24% Use Social Sign On 41% Use Guest Account 35%

14. Social Sign On 20-30% increase in Registrations with Social Sign On

15. SSO 48% of respondents said I am more likely to buy at a site that automatically recognized me Source: Janrain

17. Gather | Social Sign On

18. Social Sign On

19. Social Sign On About Me Addresses Books Current Location Emails Friends List Interested In Meeting Interests Last Updated Movies Music Organizations Photos Relationship Status Status TV Shows URLs

20. Social Sign On About Me Addresses Books Current Location Emails Friends List Interested In Meeting Interests Last Updated Movies Music Organizations Photos Relationship Status Status TV Shows URLs

21. Strategic approach

22. Social CRM | Reactive/Proactive Reactive Proactive Publish Engage Mine Message Assign Cluster

23. Gather | Gamification ga-mi-fi-ca-tion Integrating game dynamics into your site, service, community, content or campaign, in order to drive participation, loyalty and data collection

24. Gather | Gamification

25. Mine Shopping|Experian HHI|Zip Code Marital Status|Facebook Tom@gmail.com + + Employer|Facebook Personality|Gamification Preferences|Profile + +

26. Cluster Style: Modern No Kids Style: Traditional Married Style: Modern 2+ Kids Style: Traditional

27. RFM R F M

28. RFM R F M Recency - The length of time since the audience’s last desired behavior (page view, sign-up, survey completion, order, etc.). Customers that have ____ recently are more likely to ____ again versus customers that have not _____ in a while.

30. Examples

31. Getting Started

32. The Road Map

33. THANK YOU. sitewire.com @sitewireagency facebook.com/sitewire youtube.com/sitewire

34. Social CRM Players