Posts Tagged: ‘socialcrm’

[EN] Social Selling – being a fly on the wall of your customers …

8. November 2012 Posted by StefanP.

It becomes more and more a hot topic: Social selling, how to use Social Media in your sales cycle

  • to get information on your potential customers,
  • to connect with potential customers,
  • to listen and identify opportunities
  • to influence …

This posting from Mark Fidelman and Jim Keenanon Frobes  is great. I wrote up my summary on Otto (the old-fashioned, still successful seller) and Julian (the young guy leveraging Social in his sales process) a few months ago – unfortunately in German. Perhaps I have to get it translated.

Social media is now a powerful communication platform and communication will always be at the heart of selling.

Selling through social channels (social selling) is the closest thing to being a fly on the wall in your customers, prospects and competitor’s world. Using Twitter, LinkedIn, Facebook, and other social media – supplies information that is almost impossible to obtain through traditional means. …

The phrase; “Go where you customers are.” has always been true and now it’s truer than ever. Your customers and prospects use social media. Their employees use social media. Their fans and detractors use social media, and they are ALL talking. …

Customers are changing how they buy. They are engaging vendors much later in the sales cycle. They have access to more information than ever before. Their conversations, thoughts, frustrations and concerns are becoming increasingly more public and visible. Their customers are expressing their thoughts, frustrations, and concerns publicly. All of this is changing how sales is performed and how quota is met.

To play in this environment and to access this information means sales people need to embrace social selling. It means they need to have a Twitter account. It means they need to participate in LinkedIn groups. It means they need to comment on blogs.

via The Rise of Social Salespeople – Forbes.

[EN] The 2nd Generation of Social is Here | Social Media Today

5. November 2012 Posted by StefanP.

In the second generation of social, companies are beginning to understand that they need to go beyond building audiences and merely responding to customers with canned responses. They must leverage the insights they’ve gained into their fans and followers in order to proactively build relationships with them wherever they are (social networks, mobile, company websites, and in search) about the things they care about throughout every stage of the customer lifecycle—from answering pre-sales questions and providing relevant information, to assisting with post-sales set-up and support, to activating brand advocates, and connecting customers to prospects.

via The 2nd Generation of Social is Here | Social Media Today.

[DE] Social Selling – oder der erfolgreiche Vertriebler ist ein Netzwerker

2. November 2012 Posted by StefanP.

Heute bin ich auf diesen Artikel zu Social Selling gestossen. Der Artikel und die Grafik passen sehr gut zu meinem Posting vom erfolgreiche Vertriebler, der ein Netzwerker ist.

Eine Studie von Elöoqua wird zitiert: 75 % der B2B Käufer geben dort an, dass soziale Medien ihre Kaufentscheidung beeinflusst. Und eine ComCore Umfrage stellt fest, dass 82 % derer, die online sind, über soziale Medien erreicht werden können. Scheint mir etwas hoch, aber die Kernaussage bleibt. Soziale Kanäle sind heute unverzichtbar auch für den Vertriebler. Und ja, natürlich gibt es noch die alt hergebrachten und bewährten Vertriebspraktiken. Social Selling sollte damit kombiniert und integriert werden!

Social CRM moves your business to where your customers are going

18. Oktober 2012 Posted by Lars Basche



Guest post by Chris Bucholtz


Imagine that, for some reason, your business decided to serve only customers who called you on the telephone. Walk-ups would be ignored; mail orders go directly into the circular file; emails are be deleted without ever being opened.


That would be dumb, wouldn’t it?


But that’s a little like the attitude that people who deride social CRM are bringing to their businesses.


Increasingly, customers are living their lives in social media. It’s where they talk about their lives – people, places and things. In fact, you might sell some of those things they’re talking about.


So why would you deliberately ignore those conversations? By not having a social CRM strategy, that is what you’re doing. It’s like you’re excluding potential customer information because it’s being provided in a format that’s not convenient for you.


So start taking advantage of social CRM and social media. First, start listening to what’s being said about your business, and bring technologies into play that allow you to record and organize that data. Next, start thinking about ways to use what you’re hearing to identify places where you can join into the conversation. The word “social” implies a two-way exchange of ideas; that means opportunities to identify potential new customers and to foster loyalty with the customers you already have.


This can seem like a lot of work – and it can be. But, like anything in the CRM world, the key to effectively introducing these new concepts is to match them with pain points that exist in your organization. Start gradually and expand. If your sales team is lacking data to build rapport with potential customers, use social to give them more data. If support is being criticized in social media, build a social component into your customer support organization to allow them to satisfy these customers. If marketing is searching for insight on how the company is perceived by its target customers, give them the ability to listen in to what customers are saying.


Social CRM is not a replacement for CRM – none of these capabilities can be fully utilized without a CRM solution deployed and functioning as a foundation for your efforts. But it will open up an entirely new dimension for your CRM efforts – and since it’s a dimension where your customers are dwelling more and more every day, it makes sense that you join them there.



With 17 years as a technology and business under his belt, Chris Bucholtz took over the role of editor in chief of the CRM Outsiders blog in 2011. He first focused on customer relationship management as the editor of InsideCRM, then moved to Forecasting Clouds in 2009 to continue honing his views on how the discipline of CRM can impact the entire business.