Feb. 21 Speaker Spotlight: Jon Ferrara

If you’re a geezer like me who has worked in tandem with sales, you’ll know what GoldMine is. If you don’t know what GoldMine is, that’s ok. The founder of GoldMine, Jon Ferrara, is also the founder of Nimble!

Nimble is a social CRM program. If your company has a customer service team that also answers customer questions on social media, you might want to take a look at Nimble. I like to see the numbers – number of customers assisted via social media vs number of calls decreased/increased as a result. If you’re a small business, you might want to dig around the Nimble website to see whether you could use a streamlined, robust program for your customer service needs (and social media).

Got questions? Ask Jon on next Tuesday, February 21 when he joins the panel at our next SMCLA event! RSVP now, and we’ll see you there.

A social entrepreneur at heart, Jon Ferrara founded GoldMine Software in 1989 where he served as the executive vice president of the company until it was sold in 2000. GoldMine is one of the best selling CRM products that helped pioneer the entire Sales Force Automation (SFA) and Customer Relationship Management (CRM) market. During this time, Ferrara was awarded the
Ernst and Young Entrepreneur of the Year Award while GoldMine was named PC Magazine’s Editor’s Choice in 1993 and again in 1995, 1996 and 1997.

After selling GoldMine and watching the immense rise in power social media was experiencing, Ferrara entered the start up world again when he noticed a distinct lack of any products that effectively combined Relationship Management, Social Listening and Engagement, and Collaboration with Sales and Marketing. In 2009, Jon founded Nimble to create an extensive Social Business platform to fill this gap.

Feb. 21 Sponsor Spotlight: SAP

The wonderful team at SAP are sponsoring our Tuesday, February 21 event on Social CRM. Please welcome them into the SMCLA family!

As market leader in enterprise application software, SAP  helps companies of all sizes and industries run better. Today, SAP is on an innovation hyperdrive.  With a user-centric lens on Big Data, Mobility, Cloud, and Social, SAP is helping people like you to have relevant and smarter 360-degree customer conversations like never before – without requiring you to dig up your ERP and CRM foundations.  In addition to solutions for the B2B sector, SAP CRM extends its reach to companies representing B2C consumers – delivering the entire customer experience unified across multiple channels.  Stop by and experience the new SAP. http://www.sap.com

“It’s incredibly exciting to be a part of Social Media Club LA,” says Vinay Iyer, VP of Global Marketing for SAP CRM, “not only can our offerings inspire the social CMO, but we are exemplars of social inbound and outbound marketing – we grew our own social channels two-fold last year and we’re leveraging best practices through our participation in Social Media Club.

For further information on SAP CRM, visit them at http://www.sap.com/crm and follow them on Twitter @sapcrm.


Change of Venue: 2/21 Social CRM event now at ING DIRECT LA CAFE

Hello, fans and members! Please note our venue change!

Our “Loving Your Customer: Social CRM” panel on Tuesday, February 21. The good people at ING DIRECT Cafe Los Angeles are graciously hosting us again, with all-you-can-drink sodas, coffees and teas, as well as (my favorite) FREE PARKING!

ING DIRECT Cafe Los Angeles is located at 11175 Santa Monica Boulevard, Los Angeles, CA 90025.

They’re right on the corner of Santa Monica and Cotner. Entrance to the parking below the building is located on Santa Monica Blvd, just east of Cotner.

RSVP to our Social CRM panel now! We’ll see you there!

ING DIRECT Cafe LA: http://ow.ly/95uJB

Truly Love Your Customers? A Top 10 Brand Relationship Guide – Guest Post by Charles Miller of DirecTV

Truly love your customers?
Here’s your Top 10 Brand relationship guide.

More and more, brands are focusing on how to build stronger relationships with their customers. While tools are important, they are only a means to the end. In keeping with this time of year, the following list will seem very familiar to the best advice on build lasting relationships in our personal lives. How many of these values are present in your brand today?

1. Be important in their lives
Unless your product or service is an important part of your customer’s lives your relationship is doomed from the beginning. Find out what matters most to your customers and fill those needs. Yes, they have the right to change their minds.

2. Do not nag your customers
The value of your product or service should be clear and complement their lives. Frustrated brands trying to get even more from their relationship can sometimes be demanding or complain about — and sometimes to — their customers. Don’t do it. It’s a relationship killer.

3. Show mutual respect
Long lasting relationships are built and maintained by respecting others time and values. The values you project as a brand will attract customers — both good and bad.

4. Maintain open communications
Customers can make the best decisions with good information. Customers today trust the collective wisdom of strangers over friends, families and brands. Share all you can in the open to clear up misunderstandings and myths.

5. Be trustworthy
With brand trust at all time lows, brands that can be trusted and counted on in both good and bad times will attract customers. Why leave one of the most important differentiators on the table for short term gains?

6. Stay relevant and be innovative
Times and tastes change. Even “classic” companies need a fresh approach to keep the relationship alive. Long time customers are rooting for you to bring them new things that enhance their relationship with you.

7. Be open to constructive criticism
It’s hard to hear criticism, it can be uncomfortable and even awkward. As tempting as it may be, don’t shoot the messenger. Criticism is a gift to be valued. Remember, they can always leave instead and never share how your could have done better.

8. You will make mistakes.
No brand is perfect and everyone makes mistakes once in a while. Where the difference begins is how a brand responds. Acknowledge the mistake and move quickly to resolve the issue. They will appreciate knowing they are worth your efforts.

9. Don’t forget special days
While every day and interaction matters, don’t forget the important days in your relationship. Anniversaries, birthdays, key customer milestones or announcements. Remembering these show you are paying attention and want the relationship to last.

10. Be responsible, you are part of a larger community.
Finally, it’s more than about just you and your customer. Brands are part of a larger community of brands and you will be weighed in context with partners and actions outside the relationship. Stay aware and active, and you will know how to fit in and participate.

If all these seems like too much work, perhaps it’s time for you and your customers to reevaluate your relationship.


Charles Miller – DirecTV

Charles Miller is the Director of Digital Care and Social Media for DirecTV. He is also an SMCLA Board member as well as one of our speakers at this month’s panel “Loving Your Customer: Social CRM.” Stop by McCabe’s Bar & Grill in Santa Monica on Tuesday, Feb. 21 and talk shop with Charles! RSVP HERE.

Save the Date: 2/21 SMCLA Event on Social CRM

Congratulations to the people of the Superbowl! Now that that’s over, mark your calendars for a panel: Loving Your Customer: The Art & Science of Social CRM on Tuesday, Feb 21. at McCabe’s Bar & Grill [updated!] ING DIRECT CAFE LA from 6 – 10pm.

Our very own Dr. Natalie Petouhoff will be moderating our panel that will show how social media has transformed CRM, Marketing, Sales and Service, as well as what is needed from leadership at the CEO level.

What is social CRM (SCRM)? How is social media affecting customer service and call centers? Are you managing a brand’s social media program with a dotted line to the customer service department as well as the marketing department? Do you use a CRM system like RightNow or Salesforce and also append your social conversations to customer profiles?

You may not call it #SCRM yet but what you are doing – solving customer issues on social channels and appending that information to customer accounts – is Social CRM.

source: http://www.socialmediaexaminer.com/what-is-social-crm/

Some reading assignments for you:

Share your favorite articles on social CRM with us and we’ll share them with our network! We’ll see you on February 21!