A World Cafe event put on by the African SAP User Group (www.twitter.com/afsug) where we discussed the digital landscape in South Africa and the effect of Social Media on Business and CRM.

2. CRM 2.0!
The customer really is King.!

3. h"p://www.twi"er.com/andyhadfield
h"p://www.andyhadfield.com

4. Twits,
twats
or
tweets?
Today
=
Brave
thinking
and
thought
leadership!

6. Leaders,
followers
and
the
crowd…
sounds
a
li2le
like
Social
Media
doesn’t
it?

7. Exactly
what
CRM
2.0
is,
and
what
it
means
to
today’s
organizaCons,
remains
a
bit
unclear.
Some
define
it
as
a
way
to
use
the
Internet
to
enhance
tradi=onal,
one-­‐dimensional
interac=ons
between
companies
and
their
exisCng
and
potenCal
customers
by
giving
clients
greater
control
over
how
they
communicate
with
the
firms
they
do
business
with
and
providing
them
with
the
tools
needed
to
form
the
foundaCon
of
the
relaConship.
Others
will
say
that
it’s
a
blend
of
methodologies,
processes,
and
technologies
that
create
a
culture
that
is
beneficial
to
both
company
and
client.
And
certain
industry
pundits
have
even
gone
as
far
as
to
say
that
CRM
2.0
enables
a
completely
unhindered
flow
of
informa=on
that
gives
customers
and
businesses
the
opportunity
to
work
in
close
concert
to
develop
new
offerings,
or
be2er
use
exisCng
ones.

8. SA’s Digital Landscape !
Most
stats
from
Arthur
Goldstuck’s
World
Wide
Worx
Research.
Precious
few
are
made
up.

9. Hat
=p:
Arthur
Goldstuck
for
confirmaCon
of
the
stats
(even
the
roughly
right
ones)
www.worldwideworx.co.za

10. How
many
people
in
South
Africa?

11. South
Africa
has
about
50
million
people.

12. How
many
people
browse
the
Internet
in
South
Africa?

13. 6.8
million
browse
the
internet
(including
cellphone
browsing,
excluding
applicaCons
like
MXIT).

14. How
many
people
access
the
Internet
using
a
mobile
applica=on?

15. About
11
million
people
access
the
Internet
using
a
mobile
applicaFon!
WOW!

16. How
many
Facebook
users
do
we
have?

17. There
are
around
+-­‐
3.9
million
FaceBook
users.

18. How
many
Twi"er
users
do
we
have?

19. About
800,000
ac=ve
Twi"er
users.

20. Let’s
talk
mobile!
Ac=ve
SIM
cards
vs
cellphone
users?

21. 51.1
million
acFve
SIM
Cards
&
38
million
cellphone
users!

22. What’s
the
%
split
between
Pre
Paid
and
Contract?

23. 80%
Pre
Paid.
20%
Contract.

24. How
many
Please
Call
Me’s
do
you
think
get
sent
every
month?

25. South
Africans
send
over
900
million
Please
Call
Me’s
per
month.

27. How
many
SmartPhones
will
there
be
in
SA
by
end
2011?

28. Around
5
million!

29. How
many
“pages”
do
you
think
the
average
South
African
browses
on
their
cellphone?

31. Top
3
mobile
sites
in
SA?

33. And
lastly,
just
for
wow
value…

35. The Big Elephant !

36. So
we
know
there
are
roughly
3.9
million
South
African
FaceBook
users.
What
do
you
think
the
gender
split
is?

38. %
of
SA
Facebook
users
over
the
age
of
30?

39. Almost
60%!

40. Let’s
say
we
were
targe_ng
content
or
products…
Rugby
vs
Cricket?

42. ANC
vs
DA?

44. Gays
vs
Lesbians?

46. And
my
personal
favourite…
Deloi"e
vs
Accenture
(as
a
recruitment
agent
of
course!)

48. The Social Media
“Secret” !

50. World
Café
Session
1
South
Africa
is
approaching
the
digital
Fpping
point.
Business
is
increasingly
occuring
on
a
level
playing
field
where
everyone
has
a
voice.
You’re
encouraged
to
lose
control,
take
yourself
a
liQle
less
seriously.
You’re
told
that
you
no
longer
control
the
message.
You’re
told
to
listen!
DISCUSSION
#1:
How
does
your
current
CRM
strategy
incorporate
intelligence
gained
from
"listening
to
customers"?
What
might
happen
inside
your
organisa=on
when
you
start
responding
and
engaging
in
conversa=ons
on
social
channels?

51. Getting a bit more
intellectual about it !

55. Lose
control,
you
don’t
control
the
message.
That’s
a
roman=c
story!

56. But
never
forget
the
number
one
rule
of
the
social
web…

58. OK.
OK.
So
there’s
some
amazing
stuff
possible?

59. Business
is
going
to
have
to
harness
(or
at
least
understand)
the
power
of
conversaFon
and
community.
And
remember
it
(CRM?)
So
where
do
we
start?!

60. Culture Community Commerce

61. We
also
start
by
understanding
that
real
rela=onships
require
that
you
give
up
control.

62. They’re
also
not
a
one
way
conversaFon...

63. We
want
to
engage!
The
first
problem
of
engagement
is
understanding
what
the
hell
engagement
means?

64. Wikipedia:
Meaningful
brand
experience
at
a
contact
point.

65. Let’s
look
at
6
global
trends
for
some
answers...

66. Trend
#1
Social
Media
is
plaborm
agnosCc.
It’s
everywhere.

67. Trend
#2
The
DemocraFsaFon
of
Influence.
Everyone
has
a
voice
and
THEY
KNOW
HOW
TO
USE
IT!!

68. PR’s
Circles
nfluence
Circle
of
I of
Influence

72. Not
a
Trellidoor
–
but
thought
it
was!

74. Think
how
READY
your
company
needs
to
be
to
handle
these
branching
conversaCons?

75. Trend
#3
AQenFon
has
become
the
major
currency
in
aQracFng
customers
to
content
/
products

76. (An=)
Trend
#4
Social
Media
is
driving
the
wrong
kind
of
behaviour.

77. (An=)
Trend
#5
Social
Media
doesn’t
scale
(at
least
without
cost,
effort
and
business
process!).

78. Trend
#6
MarkeCng
is
about
to
get
hard.
Because
we’re
going
back
to
Mom
and
Pop
business
culture.

79. And
so
the
big
ques=on
becomes...

80. Are
you
serious
about
this?

81. NO.
Then
listen
and
fix
the
problems
your
customers
are
talking
about.
It’s
free
market
intelligence
anyway!

82. YES.
Think
big.
Pilot
small.
Plan
carefully.

86. Oh.
And...

87. More
importantly...
Let’s
not
forget
to
ask
our
customers
what
they
want?

88. Before
we
go
into
Discussion
#2,
let’s
give
you
a
digital
take-­‐away….
A
simple
Social
Media
implementa=on
model.

89. Listen
&
Understand
Prepare
Internally
Link
to
ROI.
Share
internally.
(ObjecCves
and
Resources)
Social
Media
and
Engagement
Measure.
Implementa0on
Choose
&
Build
Presence
Model
©
AndyHadfield.com
IdenCfy
Influencers
Build
UClity
(a
&
Detractors
reason
to
return!)
Respond
&
Engage

90. World
Café
Session
2
Love
your
customers.
Scale
every
relaFonship.
Try.
Encourage
them
to
talk!
Don’t
worry,
ROI
will
come.
Although…
Is
Social
Media
relevant
for
every
company?
DISCUSSION
#2:
How
can
you
deepen
the
link
between
CRM
and
customer
service
in
your
organisa=on?
How
can
you
use
social
media
to
build
UTILITY
and
VALUE
for
customers?

91. Grand
finale!
We’re
in
a
world
where
relevance
and
culture
are
spreading
messages
faster
than
ever
before.

92. Don’t
take
it
from
me.
Take
it
from
a
bunch
of
elderly
Jews…
And
a
campaign
to
run
the
United
States
of
America.

94. It’s
a
new
world,
one
where
the
original
ideal
of
CRM
might
just
be
possible.
How
are
you
going
to
play?

95. Where
to
next?
Dive
deeper
into
the
world
of
social
media
for
business
with
this
MasterClass
from
InternaConal
Strategy
Group
FutureWorld.
1
week
in
May
2011
ONLY.
More
informaCon:
h2p://www.andyhadfield.com/2011/04/social-­‐media-­‐masterclass-­‐may-­‐2011.html

96. • Your
speaker
– h2p://www.andyhadfield.com
– h2p://www.onebigwidget.com
– h2p://www.twi2er.com/andyhadfield
• All
content
from
the
day
in
“social
story”
form
– h2p://www.storify.com/
• African
SAP
User
Group
– h"p://afsug.co.za/
• The
videos
– Making
a
SPLASH
with
social
media
h2p://www.youtube.com/watch?v=tPgQsv2KPwc
– Gary
Veynerchuk
on
“Actually
giving
a
fuck”
h2p://www.youtube.com/watch?v=BEYjvifUdeM
– Obama
Social
Media
Campaign
h2p://www.youtube.com/watch?v=AgHHX9R4Qtk