[Video] Chris Heffer speaking about Social Data and CRM for Social Media Week 2012


This is the video for the presentation I did as part of Social Media Week 2012. I presented on how social data could be used in CRM. The presentation was part of the Social Data and Privacy Event held at Nebarro as part of Social Media Week London 2012.

Topics covered in presentation

  • What is CRM
  • How could social data be used with a CRM
  • What is the future of business in with these ideas
  • What CRM systems are good at and where they are not not so good
  • Use case for social data for consumer packaged good industry (FMCG)
  • Use case for social data for television production companies industry
  • Use case for social data in retail – one
  • Use case for social data in retail – two

Would love your feedback if you get a chance to watch any of the video.

Slides from event

Video

Chris Heffer speaking at Facebook HQ for Social Media Week


This is the video for the presentation I did as part of Social Media Week 2012. I presented on “why you don’t need a social media strategy”.

Would love your feedback if you get a chance to watch any of the video.

Full write up without the video – Why you don’t need a social media strategy from #smwldn

Slides from event

How to get more REAL followers on Twitter


Do you want to find followers on Twitter?

Do you want to find real followers who actually want to hear what you have to say, engage with you and re-tweet what you say?

Read on if you want to learn how you can add more followers to your total on Twitter.

This blog is the result of me trying out something I have heard Gary Vaynerchuk talk about in a lot of his keynotes. Gary talks about how he built up his following on Twitter by answering people’s questions. That’s it. I have always advocated answering people’s questions in your blog and this applies equally to Twitter.

The big mistake a lot of people make is that they think social media is just another way for them to sell their stuff. I think the opposite, as does Gary.

I do not want followers for the sake of having followers. It is not a vanity thing. I do not think having lots of followers is any use to people if they do not follow you for the right reasons. If you have a million followers who don’t care what you say it isn’t as good as 100 who do care what you say.

Continue reading

What is social business - balance

What is social business?


social media RIP tombstone

Do you want to know what social business is?

Do you want to know how it will change business in the future?

I believe there is no such thing as “Social Media”. It is just a phrase to describe the current state of the internet.

I believe social business is the future of business. Social business will be the way business is done in the future and eventually what we know currently as social business will just become “business”.

I have come up with my definition of Social Business.

Restoring the equilibrium of power, to make the values, interests and beliefs of the customer/employee equal to those of the company Continue reading

£20 note fanned out

How do you sell in the social era?


Are you looking to improve or modernise the way you sell?

Do you want to learn how you can use the social web to help you sell more?

In this post I will discuss both the traditional and the new ways salespeople can work.

After reading this post you will have an insight into what the future of selling will look like. Hopefully you will start to see that there are alternative ways of working that will help you to help your customers more, which in turn will help you hit your sales targets.

A salesperson is often one of the highest paid people in the business. I believe unless salespeople change the way they work, they will lose their influence over the sales process, which warrants their high compensation packages.

£20 note fanned out

What does a salesperson actually do?

Wikipedia explains the verb describing what a salesperson does:

Selling is offering to exchange an item of value for a different item. The original item of value being offered may be either tangible or intangible. The second item, usually money, is most often seen by the seller as being of equal or greater value than that being offered for sale

Basically a salesperson attempts to convince a potential customer that there is more value in what his company is trying to sell than what they are charging for it.

Imagine a world without salespeople? The world of business would stop. Right? Continue reading

Why you don’t need to buy any social software


(Until you read this post)

If my last post on why I wish social was NOT in my job title didn’t stir up enough controversy – then this one might!

“Invest in social culture before social technology”  

In this post I will explain the harsh question you need to ask yourself before you decide to spend a pound, euro or dollar on any social media related software. And while you’re at it, hold the head count for any staff to work on social media as well.

Social is a not about the technology, it is about a cultural shift to create a more honest, open, transparent way of doing business.

“No one can sell you a tool to fix your culture”  

To clarify my definition of software in relation to this post I am talking about a company trying to sell you a tool do something with social: monitoring, responses, collaboration tools etc. I am not including free software such as WordPress, Hoot suite etc.

You can achieve so much without spending a penny. If you have a plan which builds a strategy for using free social tools closely aligned to your core business objectives, then you could achieve more than any other “social strategy” which could easily cost hundreds of thousands or more.

So what if you have 100,000 likes on Facebook. Who cares if you’ve got 100,000 followers on Twitter. Neither of these translate into anything your CEO cares about.

Free things to do with social that really help drive business in a way your CEO cares about Continue reading

Why use social media?


why use social media

Are you considering using social media at work or in your professional life?

Are you trying to figure out what social media can help you achieve or see if it’s worth your while?

Read on to help you understand the value social media can bring to your career and some examples of how easy it is to start getting results.

Most people I talk to about social media fall into two categories: those who think it is important but don’t use it much if at all and those who don’t see the point because they don’t think they can get anything out of it.

I want to share some tips on what I have done to achieve a few milestones of success in a fairly short time frame. If you follow these tips you will be able to define what it is you want to achieve and get results a lot quicker than I did.

My social media goals

  • Establish credibility inside and outside my company
  • Build up my personal brand so people know who I am before I meet them
  • Communicate my thoughts and ideas to more people
  • Build up my industry knowledge so that I can be perceived by others as an expert
  • Connecting and conversing with like minded people

If you share any of these goals then read on and I will give you some tips to help you achieve them.

How can you achieve these goals? Continue reading

Why you don’t need a social media strategy from #smwldn


Speaking at social media week

I have had a busy week this week, having spoken at four separate events. Yesterday I had the privilege of being asked to deliver a presentation at Facebook’s London office as part of Social Media Week 2012. I had a room full of people for an hour to share my views about social business.

It was a great experience to take my thoughts and ideas and share them with a room full of people and get instant feedback. It is similar to me writing a blog but with instant comments from more people. I would take 50 people in a room over 50 page views any day.

I wanted to share with you my slide deck, the video recording of the event and some key insights from my presentation from the people in the audience.

Slides from the event

TROUBLE VIEWING? Click here to go direct to slideshare

Video on demand

The event was streamed live and recorded so you can watch on demand below

TROUBLE VIEWING? Click here 

Tweets from the audience

I went through the event hashtag (#SMWSTRATEGY) and took out the things I spoke about which people felt warranted sharing with their networks. I thought it was great feedback for me as to which points people found most valuable.

screwed up paper blog post

How to write your first blog


I have spent the past week sunning myself around a pool, high in the Italian hills of Giaole in Chainti, Tuscany.

tuscany chainti feet infinity pool

For the last 30 years I have been convinced that I cannot hold my breath under water with out holding my nose. During the first day around the pool I was embarrassingly trying to explain to my friends why I can’t hold my breath. Someone said just give it ago. So I did. After two attempts, surprise surprise, I managed to do it. The best thing was, I didn’t  drown! Seeing how happy I was at my new found skill, my friends jokingly said that I should blog about it! So here I am.

Continue reading

What is social media?


Social Media means so many things to so many people,  I thought I would add my 2 cents.

I want to start by agreeing with Gary Vaynerchuk in saying that there is no such thing as “social media”. Social media is just a term to describe the current state of the internet. Just in the same way web 2.0 was the phrase a few years back. This is explained in more detail in the video below.

Watch on YouTube > > http://www.youtube.com/watch?v=l8Ino97rEfM

I believe the term social media will disappear and people will talk about “social business” instead. Eventually the word social will be dropped and the ideas and methodology in social will just be part of the way people do “business”.

The Wikipedia definition is:

Social media includes web- and mobile-based technologies which are used to turn communication into interactive dialogue among organizations, communities, and individuals. Andreas Kaplan and Michael Haenlein define social media as “a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allow the creation and exchange of user-generated content.” When the technologies are in place, social media is ubiquitously accessible, and enabled by scalable communication techniques

Social media, in my eyes is a mind set not a tool set. It is not just Facebook or Twitter, it is a whole new way of looking at the world of business and a whole new way of operating in it. A company needs to make it part of their culture and not just their strategy.

Today the majority of businesses are just trying to use it to force marketing communications down people’s throats as if it were a TV commercial. They don’t get it and they are missing a trick. Social media is an opportunity for you to communicate with the people who touch your business and give them a service currently reserved for royalty and rock stars.

Social media has the opportunity to touch so many different parts of business: sales, R&D, customer service, public relations, to name but a few. I cannot think of any part of a business which could not make use of social media in some way. Whatever part of a business you are involved in, you could use social to communicate better and to work more effectively as a team. Even if you work alone, you can use the social web to learn how other people in your industry do things and to help you develop your approach and find other people who you can work with.

If you remember one thing from this post, make it this:

“It is not about having a social media strategy, it is about aligning social to your business strategy”

If you want to figure out what you should be doing with social media,  go to see your CEO and ask him what his or her top three priorities are and then go ask a few “social media” companies how they can help you achieve them.  If you cannot see a correlation between what you want to achieve and what they want to sell you, then find someone else to talk to. It might help you to read my post on What is the future of social media.

And just incase any of you don’t believe me about how important social media is, check out this presentation below.

View on SlideShare > > http://www.slideshare.net/slideshow/embed_code/2005829#

I agree with almost everything said. I believe that you should not be looking to just create a social media strategy. You should be looking to align social to your business strategy. Instead of thinking what can I do with social media,  you should thinking about how social media can help you do something you are already trying to do – just in a better way.

I think the people who make the most of social media will be those people who figure out how to utilise social media data to build mutually beneficial relationships with the people who touch their businesses. I share some more thoughts on what I think the future holds for social media here.

Your turn

What do you think social media is? Is there anything you would like to add to this article? Do you agree with how I have defined social media?

Other posts you may be interested in

Whose job is social media in an organisation?

How to find ideas to write in your blog

Can social media replace email?