Making Sense of the Chaos: Social CRM with Bill Odell

Interview with Bill Odell, Vice President of Marketing at Helpstream
Submitted by Marketo

Bill Odell

This next B2B Marketing Thought Leader Interview is with Bill Odell, vice president of marketing at Helpstream, a Social CRM solutions company.  Bill is responsible for the company’s overall marketing and go-to-market strategies and oversees all product marketing, partner marketing and corporate marketing activities.  Bill has 20 years of experience leading marketing for several innovative, category creating technology companies, including Sun Microsystems, Cisco, Compression Labs – the developer of DirectTV – and Interlace Systems.

What is social CRM?

There are many definitions floating around to describe Social CRM, but the one I like the best is one provided by Paul Greenberg, author of CRM at the Speed of Light and arguably the most highly regarded expert on CRM. Paul describes Social CRM as “what we do when the customer controls the conversation.” Many companies today are realizing that the era of command and control, where companies dictate how they want to engage customers, has changed due to the rapid adoption of social software such as Facebook ,Twitter and YouTube. Just think about how one musician drew the attention of every major news network when he posted a homemade music video on YouTube – with 5 million hits in 48 hours – pointing out how United Airlines refused to compensate him for breaking his guitar. Today customers have a much larger say in how they want to engage with vendors and in fact, research has shown that they would prefer to engage socially, with a network of their peers, supported by the vendor. Social CRM enables that type of relationship.

Read the rest at: Modern B2B Marketing

Dynamics of Influencers

Written by Steven Woods, CTO, Eloqua
Submitted by Eloqua

One of the most important uses of social media in a B2B environment is to build and maintain relationships with influencers in your space. There is much agreement with that, but there is also the sense that this is somehow new within the world of social media.

An Old Challenge

Managing influencers, however, has long been
a part of the role of marketing – analyst relations and public relations have long had this as their main goal. By carefully managing and cultivating good relationships with influencers such as analysts, journalists, and editors, you would find your perspectives known and understood by the writers, you would be included in mentions, and you might even find a slightly more positive perspective on your company than without such a strong relationship.

Influencers in a Social Media World

In today’s world, this core dynamic is still there. Good relationships with influencers can lead to being present in mentions, having perspective understood and appreciated, and having a slightly more positive bias. However, while the core dynamic remains, theapproach that we need to use to manage influencers has changed significantly.

More But Smaller

The first major change is that the influencers have changed in number and in size. Whereas historically, there may have been a few analysts worth focusing on, and a similar number of publications, there are now many, many more blogs, lifestreams, content sites, and magazines (let’s call them all “publications” just to keep things simple). This is brought about by the fact that the cost of infrastructure needed to publish information has gone down to nearly zero. This explosion in the number of publications is matched by a corresponding decrease in their individual size. Many only have a few thousand viewers, or focus on a highly specialized niche that would have been unprofitable for a major news outlet.

Read the rest at: Digital Body Language

Channels Webinar: Building a Sales Compensation that Works

A key element to a successful sales strategy is incenting your internal sales team and your channel to work together to sell your product. This session will cover: Channel Program Elements and Infrastructure; Channel Program Execution; Pricing Models; Territory Planning; Account Planning, Opportunity Planning; Channel Neutral Compensation Plans.

Moderator:
Lincoln Murphy, Managing Director, Sixteen Ventures
Panelists:
Liz Cobb, General Manager, Small and Medium Business Solutions, Xactly Corporation
Jeff Honeycomb, SVP, Sales, OpenAir, a NetSuite Company
Guy Shani, VP, Sales, Clarizen

Channels Webinar: How to Communicate with and Train Channel Sales Personnel

With the barrage of marketing being done to the channel, it is more important than ever to develop an effective communication strategy. That strategy involves timely, complete and readable information that supports your channels’ sales efforts. This session will also discuss how to develop a cost-effective sales training program.

Moderator:
Adrian Davis, President & CEO, Whetstone, Inc.
Panelists:
Ron Wastal, VP of Sales & Business Development, Cast Iron Systems
Kim Zachar, Channel Sales Manager, Intacct

Channels Webinar: Avoiding Channel Conflict

Some channel conflict is inevitable. There are so many direct channel opportunities (internet, telesales, etc.) that allow ISVs to compete with indirect channel providers. The channels need to coexist peacefully, but how? This Webcast will delve into this sensitive issue that plagues all software companies.

Moderator:
Adrian Davis, President & CEO, Whetstone, Inc.
Panelists:
Michael Binko, President and CEO, Kaulkin Information Systems
Steve DeMarco, VP, Worldwide Sales, Xactly Corporation

Pricing

A big topic of discussion was whether your pricing model should be transparent or opaque.  Again, the answers differ by market situation.  If pricing is simple and a differentiator, then transparency can speed the transaction.

We had a fair amount of discussion around which metric to use.  Any metric will drive customer behavior (typically to minimize it) sometimes to their own detriment.  At Plex we have found that our software is most effective when everyone at the company uses it.  Therefore, we do site licensing rather than seat or concurrent user pricing.

Channels Webinar: Selecting the Appropriate Channel

A direct sales force is a powerful force for driving top line revenue but it is not the only force. There are many go to market strategies (e.g., value-added resellers, telemarketing, Internet channels, strategic partners, etc.); each with its own pros and cons. How can you tell if the go to market strategy you are using is the best one for your company and more importantly for your prospects and customers? Should you have multiple channels?

Moderator:
Adrian Davis, President & CEO, Whetstone, Inc.
Panelists:
David Lloyd, President, IntelliResponse Inc.
Jeff Silbert, Managing Director & Founder, Order of Magnitude Group