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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 …

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.

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  • 1. UnderstandingSocial CRM reality
  • 2. BISNODE INTERACT’SSOCIAL CRM SOLUTION
  • 3. SOCIAL MEDIA& BRANDS IN EUROPE
  • 4. 50% longer consumer lifetime 54% more spending56% stronger brand connection
  • 5. Social Media is the newcommunication speedway
  • 6. Social Networks
  • 7. Social NetworksBlogs & microblogs
  • 8. Social NetworksBlogs & microblogsSocial Bookmarking
  • 9. Social NetworksBlogs & microblogsSocial BookmarkingMedia Sharing
  • 10. Social NetworksBlogs & microblogsSocial BookmarkingMedia SharingOnline Reviews
  • 11. Social NetworksBlogs & microblogsSocial BookmarkingMedia SharingOnline ReviewsUser Generated Content
  • 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. 60%
  • 14. 28% 94%
  • 15. 95% 11%
  • 16. 900 million pages, groups, events...
  • 17. 900 million pages, groups, events...#80 connections per user
  • 18. 900 million pages, groups, events...#80 connections per user#90 content creations per user/month
  • 19. 900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of contentshared/month
  • 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. 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. 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. 21 millionFacebook users 33%
  • 24. 16 millionFacebook users 20%
  • 25. 29 million Facebook users46%
  • 26. 60% is based outside the US
  • 27. 60% is based outside the US40% via a mobile device
  • 28. 60% is based outside the US40% via a mobile deviceTwitter usage in EMEA countries increasedwith 64%
  • 29. 60% is based outside the US40% via a mobile deviceTwitter usage in EMEA countries increasedwith 64%Spain : increased by 151%
  • 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. 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. 100% 85.3% updates theirstatus once a day or less
  • 33. 100% 50.4%hasnt updated in the last seven days
  • 34. 100% 75%of all activity,users account 5%
  • 35. 100% 97.4%of all activity,users account 30%
  • 36. 100% 22%url to website or blog
  • 37. 100% 44%provides a location
  • 38. 100% 31% give bioinformation
  • 39. + Core Buyers AmbassadorsFinancial value Misers Influencers - + Social value
  • 40. CreatorsConversationalistsCriticsCollectorsJoinersSpectatorsInactives
  • 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. Analysis of available social information
  • 43. All social media
  • 44. Twitter
  • 45. Brand mentions on Facebook
  • 46. Brand mentions in forums
  • 47. 25% users >1tweet
  • 48. 25% users >1tweet38% users with author name
  • 49. 25% users >1tweet38% users with author name12% users with first and last name
  • 50. 25% users >1tweet38% users with author name12% users with first and last name40% users with full namematched with DB
  • 51. 40% more following versus non-identified users
  • 52. 40% more following versus non-identified users60% more followers versus non-identified users
  • 53. 40% more following versus non-identified users60% more followers versus non-identified users40% less meaningless chatter versusnon-identified users
  • 54. Mass Connectors MC 4% 80% MC Mass MavensMM 11% 80% MM
  • 55. URL’s included inCreators the twitter profileConversationalists Twitter user names identifiedCriticsCollectorsJoinersSpectatorsInactives
  • 56. Website analysis
  • 57. Food 3% Home 7% Website analysisFitness 18% Beauty 44% Family 28%
  • 58. Website analysis
  • 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. Collecting socialmedia information from campaigns
  • 61. Collecting socialmedia information from campaigns
  • 62. Monitoring identifiedconsumers
  • 63. Monitoring identifiedconsumers
  • 64. Monitoring identifiedconsumers
  • 65. Connecting the dots
  • 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. Brand involvement Creators Ambassadors :Pamper and maintain Pamper and leverage Conversationalists Critics Collectors Reach of network Joiners Ignore Spectators Nurture Inactives
  • 68. THANK YOU

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