Video: Welcome to Dreamforce 2009 - Day One Keynote

Part 1 of the Dreamforce 2009 Keynote. Marc Benioffs opening keynote speech kicked off the first full day of Dreamforce to thunderous applause. The excitement was palpable as he unveiled new features of Sales Cloud 2 and revealed salesforce.coms latest innovation: Chatter. For the rest of the day, the crowd was buzzing over the potential for this entirely new way to collaborate at work.

A Recap of Social Media BDI Conference in New York

On Thursday November 12th, I had the opportunity to attend a great conference in New York City sponsored by the Business Development Institute on Social Media. The event had Companies like McDonalds, Jet Blue, Godiva Chocolates, AMD, and SAP present their Best Practices around Social Media in their companies. Special thanks to Jamie Haenggi of Vonage and the Marketing team for the invite. Attached are some of the highlights of the event.

Key Quotes/Mentions

• 93% of Americans want Brands to Engage in Social Media. – Michael Chin of KickApps.Com


• If you ask yourself what the ROI of social media is, ask yourself what the ROI is if you ignore it. – Tweet.

Jet Blue Presentation

• On Usage of Twitter - Morgan Johnston of Jet Blue says 6 people support 1.4 million followers on Twitter for things related to Customer Support, Customer Complaints, etc.


• On Online Support - An interesting thing he noted on Support Content is that on their website they externally link to resources/sites that will help their customers. Like a reference to Time Zones in the U.S. They opted not to recreate the content, just externally link to it. At Vonage, there is a lot of opportunity for us to do this with International Dialing and Country Codes.


• On Social Media Tools –
  
  
  
  1. Jet Blue utilizes CoTweet (www.cotweet.com) to track their tickets in Twitter. It is the Ticketing System for Twitter and it is FREE.
  
  
  2. They use TweetDeck (www.tweetdeck.com) for Listening and Monitoring Conversations.
  
  
  3. They also use Seesmic for monitoring.
  
  
  
  

McDonalds Summary

• The McDonalds presentation was interrupted in the first 5 minutes by some anti chicken PETA Protesters who yelled "McCruelty.Com" and passed out pamphlets. This was an interesting opening as many people tweeted that McDonald's got "KanYeD!"


• Their Twitter usage was around using the tool for Customer Satisfaction. They have about 6 – 8 staff members who monitor twitter for Customer Satisfaction issues.


• They use Face book for all sorts of Promotional Campaigns, Contests, Idea Generation, and Events. They noted several examples of how their customers helped to suggest new food product ideas, music for their commercials, and more.

Social CRM

• This is a big buzz word in the industry now. But not many people understand what Social Customer Relationship Management is. In a nutshell, it is the Social Media tools, processes, and technology used to manage your Customer Relationship across networks like Twitter, Facebook, Forums, etc.


• Traditional CRM was about managing your Customer Relationships using traditional systems and methods in the Sales, Marketing, and Customer Support area. Some examples below:
  
  
  
  • In Sales – you were cold calling, looking at your pipeline, and calling and email till you can close a deal.
  
  
  • In Marketing, you buy lists for lead generation/conduct events, etc.
  
  
  • For Customer Support – You let your Customers Call you and You Log the Ticket.
  
  
  
  

Social CRM is all about:

• In Sales – Listening to Social Conversations, Engaging Customers or Prospects, Adding Value to the Conversation, Warm Calling, and then making the sale.


• In Marketing – You are Monitoring Social Conversations, Capturing and Engaging the Key Influencers of your Product while establishing relationships with them, Running Campaigns and Ads on Facebook, Twitter, and Measuring the ROI.


• In Customer Support – You’re providing Pro Active Support by listening, engaging, and resolving in real-time across social networks.

Well that was about it. What are your thoughts?

Video: Social Media Customer Relationship Management

Social Media CRM - Connecting your sales force to the social Web from Alter Imaging, Inc. on Vimeo.

Here is another panel from the social media business forum B2B track. This session put on by Mike Schneider is about how to implement social media into your customer relationship strategy. It digs deep into the topics of data mining, social crm applications, and how it all ties back together to help further organization goals.

Video: Why Larry Ellison hates Cloud Computing?

Why Larry Ellison hates Cloud computing! He takes a stab at Salesforce.Com of course!

Video: A SocialNomics Summary (The Power of Social Media Explained)

Video compilation of Erik Qualman explaining his theory of Socialnomics(TM) along side relevant social media statistics.

Video: Expert Web Traffic Strategies

Excellent overview on how to get traffic to your site! It runs through the basics, but many times bringing it back to basics yields the best results!

Video: LinkedIn Profile Organizer (Moving into Salesforce.Com Territory)

LinkedIn will likely be the next best Lead and Prospecting tool for new businesses treading into CRM now with some new useful features that help you to organize your contacts in LinkedIn. LinkedIn's Profile Organizer allows you to save important profiles into folders to return them later. How will this integrate into the Sales CRM process is yet to be determined but there seems like a lot of opportunity.

Slideshow: How Customer Support Organizations Must Evolve

How Customer Support Organizations Must Evolve

View more presentations from jeremiah_owyang.

Another great deck and summary from Jeremiah Owyang. The interesting thing is that Jeremiah is touching support which is usually out of the scope of what he writes. Support is certainly one of my sweet spots specifically with how it should be implemented using the Social aspects of the web. Great high level view of Support Strategy here.

Salesforce.Com Offers Free Twitter Integration

Salesforce.Com announced today a free plug in available for Salesforce.Com users that allow you to Monitor Conversations, Create Cases, Contacts, and Share Knowledge within Salesforce.Com. Best of all, its free!! With some minor configuration you can do in the database. Although there are similar tools like SocialCRMTools.Com which offer additional and similar functionality, this plug in is ideal for those who just need stand alone twitter integration. Download it here on Salesforce.Com's AppExchange.

customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Dreamforce 2009 Trailer (HD)

Well my trip is booked and I will be attending this year's Salesforce.Com Dreamforce Conference in November. We will debut SocialCRMTools for Salesforce.Com. Check out the Beta Site at http://www.socialcrmtools.com.

SocialCRMTools is a provides a social media view of your Accounts, Leads, and Contacts by enabling you to view Twitter, LinkedIn, and Facebook information.