Social CRM becoming a reality

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Successful social CRM needs a solid basis. Few companies have succeeded in creating the connection between social media activities of their consumers and the other consumer information. Bisnode Inetract's social value solutions shows the truly consumer centric approach to the social CRM.

Published in: Business, Technology

Social CRM becoming a reality

  1. 1. UnderstandingSocial CRM reality
  2. 2. BISNODE INTERACT’SSOCIAL CRM SOLUTION
  3. 3. SOCIAL MEDIA& BRANDS IN EUROPE
  4. 4. 50% longer consumer lifetime 54% more spending56% stronger brand connection
  5. 5. Social Media is the newcommunication speedway
  6. 6. Social Networks
  7. 7. Social NetworksBlogs & microblogs
  8. 8. Social NetworksBlogs & microblogsSocial Bookmarking
  9. 9. Social NetworksBlogs & microblogsSocial BookmarkingMedia Sharing
  10. 10. Social NetworksBlogs & microblogsSocial BookmarkingMedia SharingOnline Reviews
  11. 11. Social NetworksBlogs & microblogsSocial BookmarkingMedia SharingOnline ReviewsUser Generated Content
  12. 12. SOCIAL MEDIA GROWTH IN EUROPE Europe 84% 10.7 Turkey 92% 4 Poland 90% 1.8United kingdom 87% 9.7 Finland 86% 5 Norway 65%The Netherlands 85% 11.3 Spain 84% 2.6 Sweden 83% 4.2 Italy 82% 2.5 Belgium 82% 11 France 80% Germany 79% 16.6 Austria 74% 16.3
  13. 13. 60%
  14. 14. 28% 94%
  15. 15. 95% 11%
  16. 16. 900 million pages, groups, events...
  17. 17. 900 million pages, groups, events...#80 connections per user
  18. 18. 900 million pages, groups, events...#80 connections per user#90 content creations per user/month
  19. 19. 900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of contentshared/month
  20. 20. 900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of contentshared/month250 million external web engagements/month
  21. 21. 900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of contentshared/month250 million external web engagements/month#10.000 new websites integrations/day
  22. 22. 900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of contentshared/month250 million external web engagements/month#10.000 new websites integrations/day> 2.5 million websites integrated
  23. 23. 21 millionFacebook users 33%
  24. 24. 16 millionFacebook users 20%
  25. 25. 29 million Facebook users46%
  26. 26. 60% is based outside the US
  27. 27. 60% is based outside the US40% via a mobile device
  28. 28. 60% is based outside the US40% via a mobile deviceTwitter usage in EMEA countries increasedwith 64%
  29. 29. 60% is based outside the US40% via a mobile deviceTwitter usage in EMEA countries increasedwith 64%Spain : increased by 151%
  30. 30. 60% is based outside the US40% via a mobile deviceTwitter usage in EMEA countries increasedwith 64%Spain : increased by 151%UK : EMEA’s biggest single Twitter market,with nearly 5 million users
  31. 31. Once someone has 1.000 followers, the When someone has more than 1.750average number of Tweets per day climbs followers, the number of Tweets per day from three to six. even rises to 10.
  32. 32. 100% 85.3% updates theirstatus once a day or less
  33. 33. 100% 50.4%hasnt updated in the last seven days
  34. 34. 100% 75%of all activity,users account 5%
  35. 35. 100% 97.4%of all activity,users account 30%
  36. 36. 100% 22%url to website or blog
  37. 37. 100% 44%provides a location
  38. 38. 100% 31% give bioinformation
  39. 39. + Core Buyers AmbassadorsFinancial value Misers Influencers - + Social value
  40. 40. CreatorsConversationalistsCriticsCollectorsJoinersSpectatorsInactives
  41. 41. So a person with a high brand and/orcategory engagement, several profiles in different social networks and a high network size is the best brand ambassador.
  42. 42. Analysis of available social information
  43. 43. All social media
  44. 44. Twitter
  45. 45. Brand mentions on Facebook
  46. 46. Brand mentions in forums
  47. 47. 25% users >1tweet
  48. 48. 25% users >1tweet38% users with author name
  49. 49. 25% users >1tweet38% users with author name12% users with first and last name
  50. 50. 25% users >1tweet38% users with author name12% users with first and last name40% users with full namematched with DB
  51. 51. 40% more following versus non-identified users
  52. 52. 40% more following versus non-identified users60% more followers versus non-identified users
  53. 53. 40% more following versus non-identified users60% more followers versus non-identified users40% less meaningless chatter versusnon-identified users
  54. 54. Mass Connectors MC 4% 80% MC Mass MavensMM 11% 80% MM
  55. 55. URL’s included inCreators the twitter profileConversationalists Twitter user names identifiedCriticsCollectorsJoinersSpectatorsInactives
  56. 56. Website analysis
  57. 57. Food 3% Home 7% Website analysisFitness 18% Beauty 44% Family 28%
  58. 58. Website analysis
  59. 59. URL’s included inCreators the twitter profileConversationalists Twitter user names identified Post review, Find it useful,Critics Post tip, Comment on articles, Forum Coupon, SampleCollectors requests, Games Referrer from, ShareJoiners to Facebook Read articles, readSpectators blogs, read post reviews, read tips Very infrequentInactives visitor
  60. 60. Collecting socialmedia information from campaigns
  61. 61. Collecting socialmedia information from campaigns
  62. 62. Monitoring identifiedconsumers
  63. 63. Monitoring identifiedconsumers
  64. 64. Monitoring identifiedconsumers
  65. 65. Connecting the dots
  66. 66. CAMPAIGNSFacebook fan page engagement scoreLikes and shares from email campaignsFacebook network sizeFacebook network reach (re-sharing content)WEBSITE MONITORINGReview frequency Brand mentionsVotes Competitor mentionsRead and shared content Category mentionsVisit frequency Social media activityVisit length Network sizeRequested coupons Influence scores (eg Klout)Facebook sharesTwitter shares
  67. 67. Brand involvement Creators Ambassadors :Pamper and maintain Pamper and leverage Conversationalists Critics Collectors Reach of network Joiners Ignore Spectators Nurture Inactives
  68. 68. THANK YOU

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