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Using Social CRM To Elevate Customer Experience

Using Social CRM To Elevate Customer Experience

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  • Who has kids ? You know this !Who has Gen Y in their workforce ? You know this !Who has a mother on Facebook ?? I do ! 
  • World is moving from a seller push to consumer pull in a big way
  • Social Apps by themselves are just tools, they do nothing to delight your customers unless used in the context of a broader customer strategy
  • Chances are

Oracle Executive Summit Macau Oracle Executive Summit Macau Presentation Transcript

  • Using Social CRM To Elevate Customer Experience
    Michel van Woudenberg
    General Manager CRM Asia Pacific
  • Safe Harbor Statement
    The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
    Thanks to MissRogue for sharing her content.
    • The world spends over 110 billion minutes on social networks and blog sites. View slide
    • 1 in every 4 minutes spent online is on social media platforms View slide
    • The average visitor spends almost 6 hours a week
    Source: The Nielsen Company
  • 66% of all touch points related to a brand are now consumer generated
    75% of the global internet audience is engaged on social networks
    Member communities reach more internet users (66.8%) than email (65.1%)
    Source: McKinsey Quarterly 2009,
    The Nielsen Company
  • But Twitter is not the answer
  • Facebook is not the answer
  • Blogs, Vlogs, Videosharing and IM are not the answer
  • None of these are guaranteed to…
  • Social CRM Has Two Sides…
  • First…..your employees
  • Google Apps
    Google App Engine
    Google Gadgets
    Corporate Firewall Secure Data Connector
    Secure Data Connector
    Oracle Applications
  • Create Appointments
    Business Intelligence
    Search
    Share leads
    Contacts
    Alerts
    Find an Address
    Lookup
    Check Schedule
    Call
    Approvals
    Update Leads
    Check To Dos
    HR
    Follow-up
    Jot Notes
    Connect with Teams
  • And Then There is Your Customer
  • Your Customer is Better Informed
    Your Customer is Always On
    Your Customer has Higher Expectations
    Your Customer has More Options
  • Your Customer Decides How & When They Interact with You
  • Your Customers Typically Buy Like This
    Research
    Shop
    Buy
    Service
    Pickup
    Web
    Buy Online
    Buy Online
    Comparison Site
    Chat
    ContactCenter
    Call to Research Accessory
    Place Order
    Visit Retail Store
    In-Store
    Local Store
    Kiosk
    Catalog
    BeginCatalogOrder
    Browse Catalog
    MobileDevice
    GoogleSearch
    Product Info
    eMail
    Email Order
    Confirm w/Rec
    Social
    Facebook Fan Club
    Share Experience on Twitter
    Read Reviews
    Troubleshoot
    On Community
  • But You May Be Organized Like This ?
    ORDER CAPTURE
    ORDER CAPTURE
    ORDER CAPTURE
    ORDER CAPTURE
    ORDER CAPTURE
    ORDER CAPTURE
    PROMOTIONS
    PROMOTIONS
    PROMOTIONS
    PROMOTIONS
    PROMOTIONS
    PROMOTIONS
    PRICING
    PRICING
    PRICING
    PRICING
    PRICING
    PRICING
    LOGIC
    LOGIC
    LOGIC
    LOGIC
    LOGIC
    LOGIC
    DATA
    DATA
    DATA
    DATA
    DATA
    DATA
  • Social Redefines Lifetime Value in CRMInfluence is a Critical Component
    Purchased $10,000
    Purchased $1,000
    Influenced $0,000
    Influenced $100,000
    LTV $10,000
    LTV $101,000
    can you determine the value of Influence?
    Oracle Confidential: Not for Distribution
  • Social Media Manager New Customer Lifetime Value
    Oracle Confidential: Not for Distribution
  • Leverage Social CRM In- & Externally
    Enable the X-Channel Customer Experience
    Include Influence in Lifetime Customer Value