The Social-Powered Enterprise: How social media is transforming your most important disciplines is a free ebook from Salesforce with 15 practical recommendations for using social media to enhance sales, marketing and customer service [download]. The sales perspective particularly relevant to B2B – and focuses on lead generation and CRM rather than transactions.
Social Powered Sales
- Find your social forums – Empower your sales teams to find out where your prospects spend time – forums, blogs, social sites & groups, etc
- Tune in – Listen to the conversations. Set up Google alerts, join groups and forums, use LinkedIn, follow Twitter conversations
- Socialise your CRM – Integrate social profiles and activities into your customer relationship management system – including most recent tweets, posts & forum comments
- Social-power your collaboration – focus your company knowledge and experts around each open opportunity using internal social networks
- Track social-driven sales – measure the return on your social investment
Social Powered Marketing
- Listen and monitor – Track the online conversations around your brand, your market and your competition
- Start dialogues – Don’t hide behind the brand; come out and meet people where they’re already gathering
- Identify influencers – And build bridges to keep them on side Share your stories – let people inside, through blog posts, tweets and social pages
- Make it easy for people to share your content – and encourage them to do so Inject social commerce trust – by inviting ratings, reviews and comments
- Social-power marketing teams – with social collaboration tools that share best practice and encourage innovation
Social Powered Customer Service
- Engage with customers where they are – and encourage them to use the right support channel for their issue
- Encourage ‘one and done’ support – with rapid response to tweets and Facebook posts
- Automate social listening – with a system that grabs social posts and assigns them to an agent
- Maximise your knowledge assets – make it easy for customer-facing people to access your expertise
- Social-enable your online support portal – rewarding users who help other users Integrate all channels – so agents see traditional and social channels together in one view
