Whitepaper: The Business Value of Social CRM and Common Use Cases Pt2

April 23rd, 2012

Last month we announced that we teamed up with Avectra to release a series of whitepapers on the topic of Social CRM.  We already released our first whitepaper which looked at the business value of Social CRM.  Today we are releasing the second whitepaper in the series which looks at several common real world Social CRM problems that organizations are faced with and how they can be solved.

Although the series of whitepapers is geared more towards associations, the content and the applications are relevant to any organization that has customers.  Here is the planned content calendar for the rest of the whitepapers:

Six-Part White Paper Series

  1. The Business Value of Social CRM and Common Uses (March)
  2. Using Social CRM to Solve Common Real-World Business Problems (April)
  3. Crafting a Social CRM Strategy (May)
  4. Social CRM and Collaboration You and Your Members: How They Fit (July)
  5. Scaling and Sustaining Your Social CRM Initiatives (August)
  6. Top 10 Success Factors for Social CRM (September)

If you would like to get advanced notification for the entire series you can do so my visiting the Avectra registration page

Three Ways to Use Linkedin for Social Sales

May 13th, 2011

I’m a big fan of Linkedin, I use it several times a week and when I announce what I’m working on (which I will do within a few days) it will become even more clear why it’s been so useful to me.  I have three favorite uses for Linkedin:

  1. Finding relevant people to connect with, such as everyone that runs collaboration at their organizations, or perhaps IT managers
  2. Finding people to meet with when I travel to a particular area.
  3. Finding information on prospects before meet with them or contact them

Finding relevant people

This is a screenshot taken from my Linkedin account after doing a simple search for “VP of marketing.”  You can see that on the left hand side I can filter these results by company, relationship, and location.  If I’m looking to get in touch with folks that run marketing at various organizations this is a very valuable tool.  Not only can I see who the various VPs are, I can also see how I’m connected to them and request introductions.  Now of course this doesn’t mean that you can just get a list and start blasting them with junk but why not reach out to someone and invite them for tea or dinner?  Keep in mind this is free and surely you can see the valuable implications of being able to see and connect with your relevant contacts.

Connecting with people when traveling

I travel frequently these days and one of the things I like to do is to see who I’m connected with when I travel to a particular location.

Let’s say I’m going to visit Seattle (which I am in a few days) and I want to see who I’m connected to there that I might be able to meet with.  I just click on the “people” tab, scroll down to “location” and pick which area I’m going to be traveling to.  This is of course extremely useful for sales people who own various regions/properties for their organizations (or just for anyone that travels).  Now I can send any of these connections a note saying something like:

“Hi Chris, we’re connected on Linkedin but we have never actually met in person, I’m actually going to be in your neck of the woods for a few days starting on Monday and thought it would be great for us to meet in person, perhaps over tea or lunch?”

There is no reason for you not to be able to connect with someone new on every trip you take.

Finding information on prospects or leads

I’m amazed at how underused this simple tactic is.  Let’s say you get an email from a new lead or better yet, let’s say you are about to call or email a new lead or prospect.  You don’t need to do this cold anymore.  Linkedin gives you enough information on anyone to turn any cold lead into a warm lead.  Let’s say you are trying to build a business relationship with Connie Chan from Chess Media Group, just go to Google and type “Connie Chan Linkedin” to get a list of the various Connie Chan’s on Linkedin, from here you can either scroll through a few of the Connies until you find the one you are looking for or simply add the word “Chess” to the end of your Google query so that it looks like this: “Connie Chan linkedin Chess,” hers is the first one that pops up.

I took a screenshot of part of her profile but here you can see things such as where she works, where she has worked in the past, what kind of work she does, where she went to college, etc.  This information is extremely valuable when starting to build a relationship with someone.  This page gives you everything you need to turn a cold lead into a warm lead, this information is free, accessible to anyone, and is easy to find.  Not every single person in the world is on Linkedin but many business professionals are!

There are a few other ways that you can use Linkedin for social sales but these are my favorite three uses/examples that I think anyone and everyone can use.  How do you  use Linkedin?

Questions to Ask When Developing a Social CRM Strategy

May 6th, 2011

Social CRM means different things to different people.  If you ask three people to explain social CRM chances are that you’ll get four different responses.  The thing to remember is that all of this “social” stuff is about solving customer facing problems that address people’s change in behavior, expectations, technological fluency, and communication methods. These [...]

The Dangers of Doing What Works

April 19th, 2011

Why is it that in the enterprise 2.0 and social CRM (and probably many other) spaces that we always try to offer a prescription to organizations problems based on what other organizations have done?  We always hear about blanket statements such as, “there has to be a center of excellence to manage these efforts,” “the [...]

Trends for Companies Searching for a Social Media “Something”

December 3rd, 2010

I was playing around on Indeed.com which is basically a massive job search engine that also allows you to look at trends for various job titles or descriptions.  I thought it would be fun to take a look at what’s going on with “social media” jobs and trends and…well…wow!  The charts below should speak for [...]

The Four Social Customer Engagement Scenarios

November 30th, 2010

The Chess and Metz team have put together a visual to help organizations understand what we believe to be the four scenarios of social customer engagement.  A more detailed version of this post is going to be going live on CMSWire today and I will link to it when it is live, but for now [...]