Tatyana Kanzaveli

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Tatyana Kanzaveli

Tatyana Kanzaveli

Social CRM World
Tatyana Kanzaveli has broad experiences in sales/marketing/technology areas. She held executive roles in number of start-ups and large multinationals. She was an early adopter of social media/social networking channels, using them to build successful online and face-to-face communities. Tatyana runs strategic social media marketing consultancy http://scrmworld.com . She can be reached on Twitter: @glfceo.
  • What can we learn from Guy Kawasaki about Twitter content strategy?
    1 comments 3,099 reads
    Posted on 2010-06-01

    I’ve been doing number of workshops on how to use Twitter for business. Each time I had to go into lengthy overview of different content types and twitter content strategies.

    Here is a quick overview of my thoughts on this subject.

    What is Content Strategy?

    Content strategy includes the following stages:

    • Planning (business goals, target audience, type and sources of content, frequency of distribution, etc);
    • Content creation (tools, processes, methods);
    • Publication (tools, processes, methods);
    • Analysis/Governance (usefulness, relevance, etc..)

    Let’s look at major Twitter content types.

    • “Meforming” [term introduced by Guy Kawasaki] – you telling us where you are, what you eat, who are you with, etc..
    • News/articles sharing – you including a link to a news story you liked;
    • Event announcements;
    • How...
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  • Social Media for Small and Medium Businesses: Tied House Brewing Case Study
    3 comments 1,931 reads
    Posted on 2010-04-23

    Fact:

    Increase in sales of ½ pints of beer on Thursday nights from 45 to 300-350 using Social Media channels to promote this offering.

    Fact:

    Sales revenue growth 10% for the year vs projected 3% due to increased customer awareness and engagement via social media channels.

    About Tied House Brewing:

    Family owned and operated since 1988 local micro-brewery in Mountain View, Ca.

    Main Social Media Channels used:

    Twitter and Facebook.

    ...

    Read More »
  • Top 5 reasons people will not follow you on Twitter
    4 comments 5,108 reads
    Posted on 2010-04-18

    Sometimes you wonder: why? Why people are not following you on Twitter.

    Here are top 5 reasons:

    1. Make sure your Twitter profile is updated and contains descriptive info on who you are and what you do;
    2. Your tweets: if all you do is auto-feed your twitter updates, do not engage in conversations [unless you are CNN ..] people most likely will not follow you;
    3. Frequency of your tweets – if you very very casual Twitter user – also can be a flag to not follow you;
    4. Numbers: correlation of number of people you follow and people follow you. If you have much higher number of people you follow vs people who follow you back – might make people think twice to follow you or not;
    5. Overall number of people you follow. If you follow gazillions of people then some people would think you are not selective and just going after numbers...

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  • Recap on SugarCRM 2010 Conference.
    0 comments 1,744 reads
    Posted on 2010-04-15

    I was honored to be invited to attend SugarCRM annual SugarCon 2010 Conference. It was held at the Palace Hotel in San Francisco. I liked the location mainly because it was next to a BART station – made my commute to SF from Bay Area much easier.

    On another hand we all were unhappy with unreliable WiFi connectivity at the hotel. Seems like most of the venues in SF are not addressing this very important issue..

    First day’s keynote was packed with people occupying empty floor spaces on a back of the hall.

    IMG_4007

    Major partnerships has been announced:

    -         with Microsoft – seems like Sugar CRM was able to secure MS support in cloud applications space;

    -         with SnapLogic –...

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  • Social Media Channels for Tech Support – from a person who knows it!
    0 comments 1,564 reads
    Posted on 2010-04-12

    This week Bay Area Executives meetup members we were thrilled to listen to a person who knows Technical Support space inside-out:

    John Ragsdale is the vice president of technology research for the Technology Services Industry Association (TSIA). Previously he served as the vice president of technology research for AFSMI, SSPA, and TPSA. Ragsdale’s area of expertise is in creating strategies for improving the overall customer experience and services operation through technology. Ragsdale drives TSIA’s highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies.

    Prior to joining SSPA,...

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  • Before helping your customers, help yourself!
    0 comments 1,051 reads
    Posted on 2010-04-09

    “A clever person solves a problem. A wise person avoids it.” Einstein

    Not too long time ago I had a question related to the use of some type of online service. The first thing I did – went to their online help. It took me a while to play with my search terms to finally get to an article that was somewhat related to what I was looking for. But… it did not contain clear instructions on how to solve my problem.

    I immediately decided to use their real-time online chat. Well, the person who was on another side apparently was using the same knowledge base that I was searching in my step 1 of solution finding journey.

    And then I had to move to step 3 – writing an email to that company’s support department describing the issue yet again. I did get a response back, but it was the same one that I already heard 2 times before. I responded. My response contained less than admirable words towards the support services of the company which product I was trying to use...

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  • Social CRM: is there such a thing as an overall “social framework”?
    0 comments 2,032 reads
    Posted on 2010-04-06
    This week was very fruitful in blog posts related to Social CRM framework, CRM and Social CRM comparisons, positioning:

    Why We Cannot Get CRM (and SCRM) Quite Right

    Thinking it Through Some More: More on What Else? Social CRM The Social CRM Process

    Instead of commenting on each of these blogs I decided to write this post. Mainly because my view on the topics above is somewhat different. And the main difference is that I can’t discuss something so high level and vague as overall Social CRM framework. I want to start with specific business processes as we know them and assess the impact of “social” on them.

    Let’s for example take a look at a classic enterprise B2B software sales process. It consists of stages. Here...

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  • Social Network Analysis [SNA] is NOT Social Media Analytics [SMA].
    5 comments 5,344 reads
    Posted on 2010-04-03

    A few days ago I posted a question on LinkedIn asking about tools people use for Social Network Analysis [SNA] and got bunch of responses talking about Social Media Analytics tools. I decided to write about both to clarify the confusion.

    Social Media Analytics and Measurements will help you to get answers to the following questions [examples]:

    -         how much traffic you are driving and from where;

    -         how effective is your messaging?

    -         Sentiments analysis;

    -         Loyalty: # of RSS subscribers and your repeat traffic;

    -        etc.

    ...

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  • Must Read Social Business ( SCRM + E20 ) Blogs
    0 comments 1,148 reads
    Posted on 2010-03-11

    Social Business Community is lucky to have such an amazing group of thought leaders who regularly share their knowledge of Social CRM, Enterprise 2.0 – they publish their thoughts, interviews, research papers – huge thank you to all of them… all of you!

    As this field of Social Business is still an emerging space and every day we see more and more people joining I decided to start this list of Social Business Blogs. Please add the ones that should be here and are not to this list. Link will be published on a right side bar of Social CRM blog.

    Please visit: http://scrmworld.com/must-read-social-business-scrm-e20-blogs/
    Read More »
  • Easy way to promote your meetup on YouTube!
    0 comments 1,165 reads
    Posted on 2010-03-10

    Step 1. Open account on Flickr if you do not have one.

    Step 2. Upload photos from your event and group them in one set on Flickr.

    Step 3. Sign up for free service with Animoto.

    Step 4. Create free 30 seconds video using your photo set from Flickr.

    Step 5. Export newly created video right from Animoto to YouTube!

    Easy! Do not forget to tag it on YouTube!

    Here is my first test video:

    Bay Area Executives Meetup – it contains photos of some of the presenters from Bay Area Executives Meetup.

    Good luck!

    ...

    Read More »
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