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Managing social for enterprises_ Armando Janigro
 

Managing social for enterprises_ Armando Janigro

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Get Social! le trategie vincenti secondo Oracle

Get Social! le trategie vincenti secondo Oracle

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    Managing social for enterprises_ Armando Janigro Managing social for enterprises_ Armando Janigro Presentation Transcript

    • AGENDA17:00 Registrazione e Welcome Coffee17:30 Managing Social Relationships for EnterpriseArmando Janigro, CRM Business Solutions Strategy Director, Oracle EMEA18:00 The ROI in the digital era. The impact of marketing and communicationsPier Fedrizzi, Digital Business Catalyst, RealWebCopyright © 2013, Oracle and/or its affiliates. All rights reserved.2Back to Main DirectoryPier Fedrizzi, Digital Business Catalyst, RealWebGiorgio Racca, Partner, TechEdge Group18:30 Il valore intangibile delle aziendeMichele Andreaus, Professore di Economia Aziendale, Università degli Studi di Trento19:00 Cocktail
    • Managing SocialRelationships forEnterprisesEnterprisesArmando JanigroDirector, Business Solutions StrategyEMEA ApplicationsNetworking CocktailMilano, 21 Maggio 2013
    • Safe Harbor StatementThe following is intended to outline our general product direction. Itis intended for information purposes only, and may not beincorporated into any contract. It is not a commitment to deliverany material, code, or functionality, and should not be relied uponin making purchasing decisions.Copyright © 2013, Oracle and/or its affiliates. All rights reserved.4in making purchasing decisions.The development, release, and timing of any features orfunctionality described for Oracle’s products remains at the solediscretion of Oracle.
    • Agenda• Key trends: how Social is Changing the Consumer• Key trends: how Business are Changing• Oracle Social Relationship ManagementCopyright © 2013, Oracle and/or its affiliates. All rights reserved.5• Oracle Social Relationship Management• The Imperative: ROI is Key
    • Key Trends: How Social is Changingthe ConsumerCopyright © 2013, Oracle and/or its affiliates. All rights reserved.6the Consumer
    • Technology has changed how we interactCopyright © 2012, Oracle and/or its affiliates. All rights reserved.7 Sources: Facebook 10Q, June ‘12 (Total Monthly Active Users); Comscore Datamine Study, Feb. ‘12As of October 2012, Facebook hadmore than 1 Billion active users.1 every 7 humans on earth is onFacebook20% of all time spent onlineis spent on social platforms.(#1 online activity)Of all uses for a mobilephone, making a call onlyranks 5th.Social Media is 2nd.
    • Your Brand is being talked about in Social Channels* Source: RightNow 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand RelationshipCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 58%of Facebook users have“LIKED" a brandYour Brand is being talked about on Social42%have MENTIONED a brandin a status updateSources: Facebook 10Q, June ‘12 (Total Monthly Active Users); Comscore Datamine Study, Feb. ‘12Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 39%of Twitter users have tweetedabout a brand33%of brand followers are interactingYour Brand is being talked about on Socialof brand followers are interactingwith brands *70%of marketers have littleunderstanding of social mediaconversations happening aroundtheir brand **• Source: Consumer behavior study on Twitter conducted by Constant Contact® and research firm Chadwick Martin Bailey** Source: Alterian’s 8th annual marketer survey, January 2011Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 75%+posted a negative comment on a socialnetworking site after a poor customerexperienceSocial is first line ofdefense for Customer Service* Source: RightNow 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship89%of consumers will begin doing businesswith a competitor following a badcustomer experienceCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • Customers expect great experiencesTraditional and new channels must be connectedSocialWebSocialContactCenterWebContactCenterMobileMobileWebCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • WEBCONTACTCENTERIN-STORENEED /RESEARCHSELECT PURCHASEMAINTAIN /RECOMMENDRECEIVE /USECUSTOMERS DEMAND A BETTER EXPERIENCETHROUGH THEIR COMPLEX JOURNEYComparison SiteVisit Retail StoreChatPickup Local StoreOrder OnlineKioskChange OrderBrowseOrder OnlineCall for Info aboutAdd-on AccessoriesCATALOGMOBILEEMAILSOCIAL Leverage dealon social siteWeb SearchAsk Facebook FriendsFor RecommendationsEmail OrderConfirm w/RecTweet AboutPurchase ExperienceAsk for Help onCommunity Chat RoomProductInfoSelect ProductBrowseCatalogCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • Key Trends: How Business areChangingChanging
    • Disruptive TechnologiesTransforming How Businesses Create ValueCLOUDSERVICES$200+ billion incloud servicesrevenue by 20151MOBILE$1+ trillionin mobileecommercerevenue by 20172BIG DATA$17+ billion in BigData revenue by20153THE INTERNETOF THINGS$290+ billion inMachine-to-Machinerevenue by 20174SOCIALBUSINESS$29+ billion insocial mediarevenue by 20155Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • The Social Impact on BusinessWhere is the way70%of Business usingSocial Technologies90%of Businessreporting somebenefit from theusage of SocialTechnologies“The Social Economy: unlocking value and productivity through social technologies” McKinsey Global Institute – July 2012Technologies28hoursTime spent weekly byemployees writing e-mails, searching forinformations andcollaboratingUp to 25%Potentialimprovement inemployeeproductivityCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • Unlocking new potentialsAdvantages at your fingetip$900MExtimated minimalannual value that canbe unlocked usingsocial technologies33%Consumerspending that canbe influenced bysocial technologies“The Social Economy: unlocking value and productivity through social technologies” McKinsey Global Institute – July 20122XPotential value frombetter enterprisecommunication andcollaboration3%Business that derive substantialbenefit from social technologiesacross all the stakeholders:customers, employees, partnersCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • Business are changing their approachAnalyticsCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • Business are changing their approachThe Customer Adaptive EnterpriseCloudMobileAnalyticsCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • Oracle Social Relationship Management
    • Only Oracle CX connects every engagement yourcustomer has with your brandBUYMarket and SellOWNSupport and ServeCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • Oracle CX SolutionsThe Only Complete SolutionMobileSocialMediaIn Store Self Service &Support ServiceExecutionDirect SalesChannel SalesWeb OracleMarketingOracleMarketingOracleCommerceOracleCommerceOracleSalesOracleSalesOracleServiceOracleServiceOracle SocialOracle SocialOracle AnalyticsOracle AnalyticsOracle MobileOracle MobileCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • SOCIAL ENGAGEMENTSOCIAL MARKETING SOCIAL COLLABORATIONSocial EverywhereSOCIAL LISTENINGSOCIALSOCIALCopyright © 2013, Oracle and/or its affiliates. All rights reserved.23SOCIALSOCIALBe Engaging,Be Insightful,Be Transparent
    • The Imperative: ROI is Key
    • The Impact of Social• Technologies have evolved• Consumer has changed• Business has adapted• Business has adapted• Social is everywhereCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • The Value of Social• Identify what is important• Act on it• Measure social media’s impact• Measure social media’s impact• Improve business performancesHow can we measure the value?Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • The Value of SocialCloudMobileAnalyticsCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • STAY CONNECTED ON SOCIALRead blogs.oracle.com/SocialspotlightWatch youtube.com/OracleFollow twitter.com/OracleCXJoin facebook.com/OracleSocialLearn oracle.com/SocialCopyright © 2013, Oracle and/or its affiliates. All rights reserved.