AGENDA17:00 Registrazione e Welcome Coffee17:30 Managing Social Relationships for EnterpriseArmando Janigro, CRM Business ...
Managing SocialRelationships forEnterprisesEnterprisesArmando JanigroDirector, Business Solutions StrategyEMEA Application...
Safe Harbor StatementThe following is intended to outline our general product direction. Itis intended for information pur...
Agenda• Key trends: how Social is Changing the Consumer• Key trends: how Business are Changing• Oracle Social Relationship...
Key Trends: How Social is Changingthe ConsumerCopyright © 2013, Oracle and/or its affiliates. All rights reserved.6the Con...
Technology has changed how we interactCopyright © 2012, Oracle and/or its affiliates. All rights reserved.7 Sources: Faceb...
Your Brand is being talked about in Social Channels* Source: RightNow 2011 Customer Experience Impact Report: Getting to t...
58%of Facebook users have“LIKED" a brandYour Brand is being talked about on Social42%have MENTIONED a brandin a status upd...
39%of Twitter users have tweetedabout a brand33%of brand followers are interactingYour Brand is being talked about on Soci...
75%+posted a negative comment on a socialnetworking site after a poor customerexperienceSocial is first line ofdefense for...
Customers expect great experiencesTraditional and new channels must be connectedSocialWebSocialContactCenterWebContactCent...
WEBCONTACTCENTERIN-STORENEED /RESEARCHSELECT PURCHASEMAINTAIN /RECOMMENDRECEIVE /USECUSTOMERS DEMAND A BETTER EXPERIENCETH...
Key Trends: How Business areChangingChanging
Disruptive TechnologiesTransforming How Businesses Create ValueCLOUDSERVICES$200+ billion incloud servicesrevenue by 20151...
The Social Impact on BusinessWhere is the way70%of Business usingSocial Technologies90%of Businessreporting somebenefit fr...
Unlocking new potentialsAdvantages at your fingetip$900MExtimated minimalannual value that canbe unlocked usingsocial tech...
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 it...
Oracle Social Relationship Management
Only Oracle CX connects every engagement yourcustomer has with your brandBUYMarket and SellOWNSupport and ServeCopyright ©...
Oracle CX SolutionsThe Only Complete SolutionMobileSocialMediaIn Store Self Service &Support ServiceExecutionDirect SalesC...
SOCIAL ENGAGEMENTSOCIAL MARKETING SOCIAL COLLABORATIONSocial EverywhereSOCIAL LISTENINGSOCIALSOCIALCopyright © 2013, Oracl...
The Imperative: ROI is Key
The Impact of Social• Technologies have evolved• Consumer has changed• Business has adapted• Business has adapted• Social ...
The Value of Social• Identify what is important• Act on it• Measure social media’s impact• Measure social media’s impact• ...
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 faceb...
Managing social for enterprises_ Armando Janigro
Managing social for enterprises_ Armando Janigro
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Managing social for enterprises_ Armando Janigro

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Get Social! le trategie vincenti secondo Oracle

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Managing social for enterprises_ Armando Janigro

  1. 1. 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
  2. 2. Managing SocialRelationships forEnterprisesEnterprisesArmando JanigroDirector, Business Solutions StrategyEMEA ApplicationsNetworking CocktailMilano, 21 Maggio 2013
  3. 3. 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.
  4. 4. 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
  5. 5. Key Trends: How Social is Changingthe ConsumerCopyright © 2013, Oracle and/or its affiliates. All rights reserved.6the Consumer
  6. 6. 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.
  7. 7. 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.
  8. 8. 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.
  9. 9. 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.
  10. 10. 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.
  11. 11. Customers expect great experiencesTraditional and new channels must be connectedSocialWebSocialContactCenterWebContactCenterMobileMobileWebCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
  12. 12. 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.
  13. 13. Key Trends: How Business areChangingChanging
  14. 14. 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.
  15. 15. 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.
  16. 16. 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.
  17. 17. Business are changing their approachAnalyticsCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
  18. 18. Business are changing their approachThe Customer Adaptive EnterpriseCloudMobileAnalyticsCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
  19. 19. Oracle Social Relationship Management
  20. 20. Only Oracle CX connects every engagement yourcustomer has with your brandBUYMarket and SellOWNSupport and ServeCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
  21. 21. 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.
  22. 22. SOCIAL ENGAGEMENTSOCIAL MARKETING SOCIAL COLLABORATIONSocial EverywhereSOCIAL LISTENINGSOCIALSOCIALCopyright © 2013, Oracle and/or its affiliates. All rights reserved.23SOCIALSOCIALBe Engaging,Be Insightful,Be Transparent
  23. 23. The Imperative: ROI is Key
  24. 24. 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.
  25. 25. 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.
  26. 26. The Value of SocialCloudMobileAnalyticsCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
  27. 27. 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.

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