Social Media Outreach and Social CRM: Summary from May 12, 2009

This week we focused on the social.  Social media outreach, Twitter and business and an interesting chat with Brent Leary (@brentleary).  Not to mention, tearing apart cold calling!  Bradford Shimp (@bradfordshimp) took on the role of the bee this week and asked the tough questions.
First, some reminders:

  • Next buzz-up is Tuesday, May 19th from 8:00 PM – 10:00 PM Eastern Time.  Join us – we promise you’ll learn something.
  • Help us spread the word! The more voices, the better the conversation.
  • Instructions for participating are at http://sbbuzz.biz/instructions
  • Below is a summary of the most recent discussion. To see the full conversation, go to:http://bit.ly/1OhtI.
bradfordshimp: Q1 – How has Twitter helped your business? #sbbuzz
  • mattharrell: Q1: For us Twitter serves as a lead generation tool from tweeting, following new people, announcing blog posts, and qualifying leads #sbbuzz
  • deneki: Q1: New channel partners, more blog traffic, better SEO, new leads #sbbuzz
  • mriggen: @sbbuzz Q1 Twitter has been amazing for building our network, connecting with our customers, learning about our industry. #sbbuzz
  • deniseoberry: Q1: Twitter helps solidify relationships and build new ones. Really good for small business. #sbbuzz
  • desireescales: Q1: By introducing me to all the cool peeps on #sbbuzz and that’s no lie. I’ve met some awesome fellow biz folks here.
  • rzazueta: Q1: So far, it’s been a huge source for immediate information, plus a look into the minds of our target market – small biz owners. #sbbuz
  • TriSynergyLLC: #sbbuzz Q1 provides virtual peer group of cooperating competitors – critical to have sounding board as consultant
  • pmohara: Q1- lets see, we’ve met friends, partners, reporters, new hires, customers and brilliant swamis all on Twitter. Just to name a few. #sbbuzz
  • selahsynergy: @bradfordshimp Q1 Twitter has brought great relationships,leads, web traffic. Great group discussions like sbbuzz #sbbuzz
  • nrohrbach: Q1: Twitter’s helped my business by allowing me to expand my marketing services to clients: teaching them to use social media too #sbbuzz
  • charitynewsome: Q1: We have made partner/friendships that drive leads. Relationships that are the foundation of biz development. #sbbuzz #SBBUZZ
  • BizIncubation: Q1 it has helped make contacts, form a partnership and get the word out about our organization, which is something we really needed #sbbuzz
  • BrentLeary: Q1: helped create new cool relationships, while making existing relationships even cooler. #sbbuzz
  • bradfordshimp: Q1 – Twitter has helped me build relationships with amazing people and launch new business ideas through collaboration. #sbbuzz miawv: Q1 @shashib & team have saved quite a few customers through Twitter! Respond quickly and answer their questions. #sbbuzz
  • pmohara: I also like to cheat when prepping for a speech by asking tweeps for some stories. I credit them, of course! #sbbuzzauraleigh: Q1-Has helped me find amazing resources with connections to real people – Don’t feel so alone or clueless in the small biz sea #sbbuzz

bradfordshimp: Q2 from @mattharrell: Who has had success with cold calling? Who thinks it’s a bad idea? #sbbuzz

  • wifepreneur: Q2 I have absolutely no success with cold calling, it has not been a productive use of my time #sbbuzz
  • mriggen: @bradfordshimp Cold calling gives us the shivers! #sbbuzz
  • bradfordshimp: I am in the bad idea camp – just posted a resource called Stop Cold Calling Now on the site today – ttp://digg.com/u139Z9 #sbbuzz
  • rzazueta: Q2: I don’t believe in it. It’s always best to have some connection first and to study up on them – way better results. #sbbuzz
  • TriSynergyLLC: #sbbuzz Q2 doesn’t work in my biz very often – either u want pro svcs or not. cold call is just first conversation in long relationship
  • BarkFitness: I used to have to make cold calls all day and I hated it. I preferred being out and talking face to face with actual people #sbbuzz
  • pmohara: We don’t cold call. We have a toll free phone number and we answer it. That’s as close as we come. 🙂 #sbbuzz
  • nrohrbach: Q2: Cold Calling defeats every moral principal my business was founded on. #sbbuzz TriSynergyLLC: #sbbuzz Q2 there is always a first call or conversation, so that works – but not to try to make sale
  • BrentLeary: Q2: I haven’t done cold-calling, but it must work in certain instances if people are still doing it. #sbbuzz
  • deneki: I think there’s a significant ‘community’ feeling with twitter, and that tasteful, helpful ‘cold-tweets’ can work. #sbbuzz
  • charitynewsome: Q2: Cold calling works better w/products like office supples(pens,paper), not consulting services.Start conversation,not an assault #SBBUZZ
  • bradfordshimp: @BrentLeary I think a lot of people are still doing it because they don’t know any better. #sbbuzz
  • BrentLeary: @bradfordshimp if your target audience is a certain demographic – not email or web-centric, dm and cold-calls may still be needed #sbbuzz
  • bradfordshimp: @BrentLeary In my opinion, there are great alternatives in every space to cold calling. The trick is to get them to want to hear you #sbbuzz
  • miawv: Q2 Instead of cold tweeting, I tweet general recommendations first, like sending a link to a relevant resource. #sbbuzz
bradfordshimp: Q3 – What percentage of your customers do you engage with on social media? #sbbuzz
  • BarkFitness: Q3 I have a few clients that are on fb, but we don’t discuss biz much. Most of my biz is done thru text and email and some phone #sbbuzz
  • mriggen: @sbbuzz Q3 Hard to know exactly the percentage, but the ones that are there tend to be influential in their space. #sbbuzz
  • rzazueta: Q3: At this point, approaching 0. I’m trying to convince and teach my clients to use Twitter 😉 #sbbuzz
  • selahsynergy: @bradfordshimp Q3 About 80% customers use social media. Revenue from social media? Considerably less as most from long time referral #sbbuzz
  • miawv: Q3 Whoa, a social media stats question. Love it! Really, I’m an analytic geek. Waiting anxiously to see answers to this question. #sbbuzz
  • TriSynergyLLC: Q3 #sbbuzz some clients and prospects that are on Twitter, but no biz attributable to it (yet)
  • desireescales: Q3: Unfortunately only a small percentage are using SM. I wish I could convert more. I’m working on it! #sbbuzz
  • deneki: Q3: Tiny – 1% maybe. That’s OK though – they’re coming… #sbbuzz mattharrell: Q3: 15-20% maybe. SM touches so many parts of your business, and can to be used for multiple purposes #sbbuzz
  • nrohrbach: I’d say less than 5% of my customers are using SM. Valdosta wants to be hip, but they are afraid of breaking one… #sbbuzz
  • pmohara: Q3 – Maybe 10%, but will never be enough. I love the direct access to customers, so would love to see 100% #sbbuzzdallasdesign: @bradfordshimp I would say most of clients I interact w/ in social media have been those I’ve found thru sm. Higher than converts #sbbuzz
  • miawv: Q3 There’s the buzz/WOM effect, too, from twitterers who find out about your business from Twitter, but they don’t tweet you. #sbbuzz
  • virtuallyideal1: I think the idea of social is catching on and more people will be willing to at least try it. Hi everyone. #sbbuzz
bradfordshimp: Q4 – Do you attend seminars, webinars, shows, etc. and how do you benefit (both as attendee and presenter)? #sbbuzz

  • dallasdesign: Q4: I am a seminar junkie (I am a high information sort!) … biggest benefit is being able to pass on learning to clients #sbbuzz
  • TriSynergyLLC: #sbbuzz Q4 have to attend these – keep up on trends, learn stuff, share stuff, meet new prospects, maintain network of vendors and clients
  • samuraivt: Q4 Yes, webinars and seminars are a great place to learn, meet new ppl and connect with ppl you may have only known before online. #sbbuzz
  • rohrbach: Q4: I’ve attended,learned a lot and eventually put things into practice, but it’s tough to convince the rest of the office sometimes #sbbuzz
  • BarkFitness: I don’t attend many seminars anymore, but I mostly used them as an energizing tool. It brings back the fire and energy when I was #sbbuzz
  • selahsynergy: @bradfordshimp Q4 I attend webinars, shows -love them. I host and present @ both. Great virtual learning envts, great contacts made. #sbbuzz
  • mcolacurcio: Q4 – I like seminars that give real world examples of how you can put theory into practice. #sbbuzz
  • charitynewsome: Q4: we attend, learn and build relationships that generate leads. And it’s fun.. #SBBUZZ
  • mcolacurcio: Q4 – I like seminars that give real world examples of how you can put theory into practice. #sbbuzz
  • TriSynergyLLC: #sbbuzz Q4 SM is a plus but face to face connections are good too. SM has created ways to connect w people in advance and start convrsation
  • charitynewsome: Q4: Case studies from the actual business are the best. Real world examples and very current are best to learn from #SBBUZZ
  • TriSynergyLLC: Q4 #sbbuzz so mtg them at the seminar conference etc isn’t first conversation – like meeting an old friend instead of a first conversation
  • miawv: Q4 Webinars are great because you can multi-task while attending them. Then you get the recording to replay key points. #sbbuzz
  • rzazueta: Q4: I haven;t hosted a webinar yet – on my “todo” list. Attending: Requires me to set aside the time and really focus on them. #sbbuzz
  • pmohara: Q4: trade shows are great for meeting the awesome people you’ve befriended online. #sbbuzz
  • dallasdesign: Q4: I’m also all about partnering with like minds for purpose of referrals and making new friends as resources. #sbbuzz
  • selahsynergy: Q4 The value of info and contacts at virtual conferences and webinars is exceptional – high ROI compared to travelling to seminars #sbbuzz
  • mriggen: @sbbuzzQ4 We go to seminars to meet people and have fun. Also to wear mascara & heels once in a while since we work from home 🙂 #sbbuzz
  • BrentLeary: Q4: at a conference right now, definitely attend webinars and other web events…like this one #sbbuzz

bradfordshimp: Q5 – from @jonedm Since we’re known by the company we keep, Does anybody block twitter followers? Why or why not? #sbbuzz

  • wifepreneur: Q5 never had to, yet 🙂 #sbbuzz
  • GeriRosman: @bradfordshimp Yes, I have. No bio, bizarre avatar/name. Sorry, but it gives me the creeps #sbbuzz
  • mriggen: @sbbuzz Q5 I don’t block on my personal account unless they are really obvious spammers. #sbbuzz
  • charitynewsome: Q5: I have blocked porn – i don’t even want the avatar to show on my followers list. Otherwise, i just don’t follow spammers #SBBUZZ
  • rzazueta: Q5: I keep wanting to block some followers (spammers) but the option “Nah, we’re cool” makes me think twice. #sbbuzz
  • desireescales: Q5: I definitely block adult or those that have almost no followers but follow thousands. They are just out to play the “game.” #sbbuzz
  • pmohara: I block obvious spammers because my Twitter mentor told me if you block them then Twitter will shut them down faster. #sbbuzz
  • BrentLeary: Q5: pretty much obvious spammers only, and a few with crazy bio pics that i’d rather not see every 2 minutes #sbbuzz
  • ideaAnglers: I won’t typically block, just won’t follow back. If you MUST judge someone, judge them on who THEY follow now who’s following them #sbbuzz
  • bradfordshimp: I unfollow before I block. I think I only have blocked 1 person so far, and it was because their avatar was … indecent. #sbbuzz
  • auraleigh: Q5 I definitely block spammers…my clients may get nervous & give up on Twitter/SM if they see those in my follow/ing lists. #sbbuzz
  • DrFernKazlow: @auraleigh I have unfollower but not blocked spammers ( only blocked 1 person) but you’ve got a good point! #sbbuzz
  • nrohrbach: I wouldn’t get angry if Twitter automatically BANNED anyone who used “Get Paid to _____” in a tweet #sbbuzz
  • rzazueta: I do unfollow people who either don;t tweet much of value or are spammer, but not block. #sbbuzz

bradfordshimp: The hour is about to turn – lets welcome @brentleary who will be sharing his thoughts on Social CRM. DM any Q’s. #sbbuzz

  • bradfordshimp: Hi Brent Q6 – What is Social CRM and how is it different from traditional CRM? #sbbuzzBrentLeary: traditional CRM is more internally focused to improve operational efficiency and effectiveness. more transactional in nature #sbbuzz
  • BrentLeary: social crm is conversational. it’s really about interacting with the outside world, not focused on inside operations. #sbbuzzBrentLeary: social CRM is an added layer that works best when you have a processes in place to transition conversations into formal sales proces #sbbuzz
  • TriSynergyLLC: @brentleary #sbbuzz is it critical to have the transcripts, or just to pick up the interests and frequency and convert into intrnal process?
  • bradfordshimp: @BrentLeary Follow up – how does “management” come in to play for the Social CRM? (BTW – CRM = Customer Relationship Management) #sbbuzz
  • BrentLeary: creating content to engage people in conversations that hopefully lead to meaningful relationships is a process that can be managed #sbbuzz
  • BrentLeary: trying to automate content creation and distribution into a more efficient process is a key. but there’s no managing the customers #sbbuzz
  • TriSynergyLLC: @brentleary great distinction – process can be managed but not specific conversations – can relationships be managed on SM? #sbbuzz
  • BrentLeary: @TriSynergyLLC relations can be managed..BY THE CUSTOMER and PROSPECT. they hold all the cards. it’s up to us to work on their terms #sbbuzz
  • pmohara: @BrentLeary I agree. “Managing relationships” is a paradox. Nurture the relationships and manage the data coming out of them. #sbbuzz
  • BrentLeary: @pmohara when you think about CRM is a bad term, but it’s all we’ve got now. 🙂 #sbbuzz
bradfordshimp: Q7 – How can you organize customer info and communication if it is spread out via social media? #sbbuzz

  • BrentLeary: if we concentrate our soc med efforts on a few key sites our customers rely on it makes it easier to really track and analyze things #sbbuzz
  • bradfordshimp: @BrentLeary Could you expound on the fact that we can’t manage our customers, I think this is key to understand. #sbbuzz
  • BrentLeary: social med has put control of the conversation in the hands of the customer. we need to talk the way the do and use channels they do #sbbuzz
  • BrentLeary: if we don’t meet customers where they are with formats they look for, somebody else will #sbbuzz
  • samuraivt: Q7 Other means of organization might include tools like rss readers, friendfeed, disqus, facebook and outlook. #sbbuzz
  • nrohrbach: Q7: @BrentLeary so would your staff work from the same SM accts and stay away from using personal accts for biz interaction? #sbbuzz
  • BrentLeary: @nrohrbach i think it depends, but when you work 4 a small biz you represent it, so even a misstep on personal twitter acct may hurt #sbbuzz


bradfordshimp: @brentleary Q8 – Can businesses go too far in getting to know their customers? In other words, how much info is too much info? #sbbuzz
  • BrentLeary: Q8 – if you don’t have a system in place to quickly store and retrieve customer information than any amount will not do you any good #sbbuzz
  • BrentLeary: Q8 – the better your system and processes you have the more info you can handle and use effectively to build the relationship #sbbuzz
  • bradfordshimp: @BrentLeary But will a customer be comfortable if you contact them and say, hey, I see that you kid was in a concert, how’d it go? #sbbuzz
  • pmohara: @bradfordshimp If you know that customer, I think it is fine. If you are cold tweeting, you’ll creep them out. #sbbuzz
  • nrohrbach: @bradfordshimp that freaks me out and I don’t have kids #sbbuzz
  • BrentLeary: @bradfordshimp I think you need to build a comfort level up before getting too personal. that takes time i think #sbbuzz
  • mriggen: @bradfordshimp I think it’s a matter of discretion and how well you know someone. Same as real life. #sbbuzz
  • BrentLeary: @mriggen great point. real life rules still apply with social media. in fact it may be more important. SM mistakes travel fast & far #sbbuzz
  • selahsynergy: @BrentLeary The benefit of SM info customers provide is that it does allow you to learn interests/preference and tailor offer #sbbuzz

bradfordshimp: @brentleary Q9 from @rzazueta – How do you transition conversations into a formal sales process in Social CRM? #sbbuzz

  • BrentLeary: Q9 SM conversations will hopefully allow for some meaningful exchanges that should help the prospect and us better know that time #sbbuzz
  • BrentLeary: Q9 – all the social exchanges should give both sides more confidence and make it more apparent – and comfortable – to get formal #sbbuzz
  • rzazueta: Does it ever get a bit tacky, though? How do you transition to the pitch without making them feel “sold”? #sbbuzz
  • bradfordshimp: I would think it would be a similar transition as in the real world. Talking, meeting, proposal – then move to more formal. #sbbuzz
  • wvpmc: Jumping too quickly into sales mode in SM is like shoving a business card at someone you’ve barely said hello to- converse 1st #sbbuzz
  • BrentLeary: @bradfordshimp I think social media is the opener, but it’s not the closer in most cases. #sbbuzz
  • bradfordshimp: @BrentLeary So true. Where do you take the social conversation? Phone, in person? #sbbuzz
  • wvpmc: Successful sales result from providing solutions to needs – SM can help you unpack those needs #sbbuzz
  • pmohara: @wvpmc I agree. Just be out there meeting people and providing value. If you are helpful, they’ll come back for something formal. #sbbuzz
  • BrentLeary: @bradfordshimp people really don’t want to be sold. they want solutions to challenges they face. you help them with & they’ll listen #sbbuzz
  • BrentLeary: i think some folks feel social media should be a magic bullet, but it’s just another avenue to get to know people. #sbbuzz


bradfordshimp: @brentleary Q10 from @deneki – What’s a good source for reading on the difference between old-school CRM and social CRM? #sbbuzz

bradfordshimp: @brentleary Q11 – If companies can’t control their message on social media, what should they be doing? #sbbuzz

  • BrentLeary: Q11 – first thing companies have to realize is they may be able to control their message, but they can’t control the reaction to it #sbbuzz
  • mattharrell: Q11: What do you mean by “can’t control”. The party is going on without them as @jtobin#sbbuzz
  • BrentLeary: Q11 – companies need to get past that and realize that people will talk about them even if they’re afraid to participate. #sbbuzz
  • wvpmc: @bradfordshimp @brentleary when companies think they can “control” the message in SM they are likely to fail or worse #sbbuzz
  • BrentLeary: Q11 – companies need to listen, participate, engage & learn from the community before & stop worrying about control they don’t have #sbbuzz
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2 Comments

Filed under summary

2 responses to “Social Media Outreach and Social CRM: Summary from May 12, 2009

  1. Pingback: Social CRM. Say What? |

  2. nice article, from the nice blog. I hope u still keep the good job. I guess social media in the future is still the right place to us to make our blog popular. I have always took inspiration from your cute cute blog. keep blogging.
    thanks for sharing

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