LOGO

BrentLeary,CRMEssentials
e t ea y, C sse t als
About Me.Before 2004

CRM implementation consultant.

Salesforce.com and Microsoft CRM
certified partners

Customers include local small

businesses like ERS, Icebox

Reads Inc., Entrepreneur,

p Wall
Street, Black Enterprise
 Traditional CRM: How It All Fits

Accounts

GENERATE CONVERTTO
CONVERT TO FEED TO
FEEDTO
CONVERTTO Opportunities FEEDTO

Campaigns Leads Forecast

Contacts

Analyzedtodeterminesuccess
About Me.After 2004

CRM industry analyst, advisor,

strategic consultant

Customers include Intuit, Microsoft,

RIM, Sage

Quoted in Inc., Entrepreneur,

p Wall
Street, Black Enterprise
Whats Happened Since 2004?
 CRM Community Relationship Management?

Source:NielsenOnline,GlobalIndex,December2007 December2008.E.g.InDec08theSearchsector
reached 1 9% (points) more of the worldssonlinepopulationthanitdidinDec07
reached1.9%(points)moreoftheworld online population than it did in Dec 07
1GlobalreferstoAU,BR,CH,DE,ES,FR,IT,UK&USAonly
These werent around either
 OK.So What Happened?

Barack 2.0 April 2008 Will Barack Obama be our first CRM
president?

Social Networking February 2007

Podcasting November 2006 Technology For Business Sake

June 2005 Brents CRM Blog

Blogging

March 2004
2004. DestinationCRM.com
DestinationCRM com
First Article
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.

2008ConeBusinessinSocialMediaStudy
 Defining CRM
RM Socially

Exchanges
g Relationships

Information Customer

GENERATE CONVERTTO
CONVERT TO CREATING Partner
CONVERTTO Confidence FEEDTO

Content Conversations Vendor

Salesprocess

Analyzedtodeterminesuccess
 Social CRM Basics More or Less

`More listening
listening,, sharing and
participating
participating
i i i

Less
L talking
t lki 1.0,
1 0 selling
lli 1.0
1 0 and
d
marketingg 1.0
Social CRM, Twitter & Biscuits
 The Impact of 140 Characters

I replied
I followed
I blogged
bl d
I podcasted
I ate
ateand
and
ate
ate $$$
Social CRM: Barack 2.0 An Example
 The Three A's Of Social CRM
Keys to keeping and growing good
l ti hi
relationships

Automation of
contentcreationand
distribution
Analysis capturing
socialandweb
baseddata
Audacity focuson
captivating people
captivatingpeople
Automating Content Creation & Distribution

A Blogg
A Tweet
A Comment
A Phone
A Webcam

User
User--generated
Co
Co--created
Syndicated
Repurposed
Automating Content Distribution Tweet This!
Automating Content Distribution Tweet This Contd
Automating Content Distribution: TubeMogul.com
Conversation Management: CoTweet.com
Conversation Management:
Salesforce.com + Twitter

ZDNet.com
Remember the Good, Bad, Ugly & Unexpected:
A Cautionary Tale
Remember the Good, Bad, Ugly & Unexpected:
A Cautionary Tale
Remember the Good, Bad, Ugly & Unexpected:
A Cautionary Tale
Remember the Good, Bad, Ugly & Unexpected:
A Cautionary Tale
Remember the Good, Bad, Ugly & Unexpected:
A Cautionary Tale
Remember the Good, Bad, Ugly & Unexpected:
A Cautionary Tale
 Analysis: The New Metric System

WebAnalyticsDemystified.com2008
 Measuring Random Acts of Web Socialism

Brand driven sessions

Eitheroriginatingdirectlyorfrombranded
branded searchterms
brent leary
leary, crm blog crm, etc.
blog, social crm
anyonecomingdirectlyorsearchingformynameisalready
fairlyengaged
Measured events
Predeterminednoncommerceevents
Email me, blog downloadaPDF, Digg me,
me comment on my blog,
StumbleUpon me, Mixx me, etc.
Whos Liking your Links?
Whos Favoring Your Tweets?
Analyze This.
Social Media Monitoring
Audacity
Audacity HubSpot & Hammer?
The Idea / Blog www.Barack20.com
What Is The Site About? (www.wordle.net)
Favs,, Embeds, Tags.and Views
Favs
Main Stream Media
From Digital to Print
Benefits of Social Media on Customer
Relationship Management

Avanade June 2008

 Thank You!
` Brent Leary
` BLEARY@CRMESSENTIALS.COM
` Blog
` WWW.BRENTLEARY.COM
` Twitter
` WWW.TWITTER.COM/BRENTLEARY
WWW TWITTER COM/BRENTLEARY
` Barack 2.0
` WWW.BARACK20.COM

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