1. Is Social CRM Right for You?
“Social CRM is what we do when the customer controls
the conversation.” – Paul Greenberg
Bill Odell
Vice President Marketing
Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license.
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2. Overview
What’s all the Buzz about?
Typical Questions Companies Ask
Understanding
U d t di ROI
Sample Communities in Action
Important Considerations when Selecting a Solution
Q&A
Additional Resources
Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license.
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3. The Buzz
“Communities and channels are rapidly expanding and y
y g your
company needs to at least know its place in all of them”
- Christopher Musico, CRM Magazine
“81 percent of active Internet users believe social media
can give customers a g
g greater voice regarding customer care”
g g
- Society for New Communications Research
“I’m flabbergasted at how many companies are already
doing this.”
- Dr. Natalie Petouhoff, Forrester Research
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4. Customers are looking for communities
“About two-thirds of U.S. consumers believe that companies should
ramp up social media usage to "identify service/support issues and
contact consumer to resolve.“ – June 2009 Survey CustomerThink
resolve Survey,
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6. Typical Questions
How do I know if a Community makes sense for me?
What resources are needed to manage the Community?
What if customers “flame” us in the Community?
How does a Community fit with existing systems?
Is there an ROI in Community?
Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license.
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7. Typical Questions
How do I know if a Community makes sense for me?
– B2B or B2C – do your customers share something in common?
What resources are needed to moderate the Community?
y
What if a customers “flames” us in the Community?
How does a Community fit with existing systems?
Is th
I there an ROI in Community?
i C it ?
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8. Typical Questions
How do I know if a Community makes sense for me?
What resources are needed to moderate the Community?
– Staff can be transitioned from agent pool as deflection increases
What if a customers “flames” us in the Community?
How does a Community fit with existing systems?
Is th
I there an ROI in Community?
i C it ?
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9. Typical Questions
How do I know if a Community makes sense for me?
What resources are needed to moderate the Community?
What
Wh t if a customer “fl
t “flames” us in the Community?
” i th C it ?
– They will anyway (Twitter, YouTube), get other customers to help
come to your defense
How does a Community fit with existing systems?
y g y
Is there an ROI in Community?
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10. Typical Questions
How do I know if a Community makes sense for me?
What resources are needed to moderate the Community?
What
Wh t if a customers “fl
t “flames” us in the Community?
” i th C it ?
How does a Community fit with existing systems?
– Should complement and extend not rip and replace
Is th
I there an ROI in Community?
i C it ?
Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license.
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11. Typical Questions
How do I know if a Community makes sense for me?
What resources are needed to moderate the Community?
What
Wh t if a customers “fl
t “flames” us in the Community?
” i th C it ?
How does a Community fit with existing systems?
Is there an ROI in Community?
– Payback can be as fast as six months
Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license.
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12. ROI: Traditional KB + Case Management
Traditional Model for Most of the
World
Search KB
35 – 40% Relies Exclusively on KB for
Resolved Via Deflection
KB Content
60 - 65%
KB Authoring Can Be Expensive
Resolved Via
Support
S t
Agents as Hard to Get all the Answers to
Cases Break Through 40% Deflection
Rates
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13. ROI: Integrated Community + KB + Case Mgmt
Customers Choose Whether to
Federated Search
Submit Community Q&A or Cases
for Solutions
Federated Search Means “One
Stop” Solutions
74% 40% KB
Resolved
via Existing 60%
Community
System Tracks Full Lifecycle,
Content Provides Analytics
12% Resolved
via Community
Easier for Customers and Agents
Collaboration to Manage Everything in One App
14% Resolved
by Agents as Cases
Agents can support 3 times as
many customer s
Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license.
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14. Communities in Action
InfusionSoft
Raindance Technologies
Helpstream
H l t
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15. Important Considerations when Selecting a Solution
Strong focus on Social CRM Virtuous Cycle
Business Process deeply embedded
– Seamless extension of how business functions today
“Plug and Play” not “Rip and Replace”
– Leverage investments in existing systems – Salesforce, Oracle
Cohesive metrics that cover the entire support process, including
Community
Federated Search
Single Sign On
Open API
Software as a Service (SaaS) – only need a browser!
( ) y
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16. Additional Resources
Visit us at WWW.Helpstream.com and find:
ROI Whitepaper – Compares 4 alternative approaches
Case Study – Infusionsoft story
HelpExchange – A Best Practices Community
Webinar- E
W bi Executive Panel with HP El
ti P l ith HP, Eloqua and O S
d OpSource
Helpstream Blog – Social CRM insights
Twitter – Follow us at twitter.com/helpstream
For more info - send email to info@helpstream com
info@helpstream.com
Copyright 2009 by Helpstream, Inc. Use of content is governed by Creative Commons license.
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