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Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
Social CRM - the next evolution in marketing
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Social CRM - the next evolution in marketing

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  • 1. o impacto dos social media no conhecimento do cliente Sofia Natal @ Bootcamp Empresarial
  • 2. http://www.youtube.com/watch?v=_qtROM5kNdk QuickTime™ and a decompressor are needed to see this picture.
  • 3. 2,080,000,000internet users fonte: the nielsen company
  • 4. +405,000/dia2,080,000,000internet users fonte: the nielsen company
  • 5. 2,080,000,000internet users fonte: the nielsen company
  • 6. 2,080,000,000internet users fonte: the nielsen company
  • 7. fonte: the nielsen company
  • 8. fonte: the nielsen company
  • 9. 3× maismobile subscriptionsque TVs fonte: the nielsen company
  • 10. fonte: the nielsen company
  • 11. 70%compram commobile apps fonte: the nielsen company
  • 12. fonte: the nielsen company
  • 13. Blog post about the
  • 14. 2/3 concordamconsumidores já nãoconfiam nos marketers fonte: ogilvyone “future of selling”, outubro 2010
  • 15. THE SALES FUNNEL (est. 1898)
  • 16. THE CUSTOMER JOURNEY
  • 17. EXPERIENCE PRODUCTEVERYPLACE PLACEEXCHANGE PRICEEVANGELISMPROMOTION
  • 18. digital body language
  • 19. LOCATIONdigital body language intenção de compra PESQUISA PESQUISAS SITES CONVERSAS
  • 20. innovation accountability
  • 21. we sell, or else.
  • 22. win more customersmake them more valuable
  • 23. BRANDS GRPsTRANSACTIONS
  • 24. TOTAL CUSTOMER CONTRIBUTION
  • 25. CUSTOMER EXPERIENCEunlock customer value REWARDS BEHAVIORAL ECONOMICS
  • 26. CONSUMER INTENT MODELINGResearched over 20 Baby sites to identify more CRM Strategy Digital at the Heart of a than Reviewed 10,000+ Related Terms to Select Categorized All Related Words by Subject, Topic, 200 Trailhead Words Master List of 1,663 Keyword Phrases Category, Semantic Reference, Searcher Task and Functional Foods Relationship. For moreEstimated Monthly Search Demand over 13 Million than 8,500 Individual Categorizations Consumer Intent at the Heart of a Digital Strategy Key findings • Importance of pre-natal and first months (e.g. breastfeeding, colic) • Tools are vital (baby naming, ovulation, feeding charts, recipes...) • Coupons and sampling • Specific insights on functional benefits to inform product innovations
  • 27. The trend dominating the agenda ofCRM professionals?The necessity to adapt to the rapidlychanging ‘social’ consumer. Forrester
  • 28. Creating more flexibleCRM modelsOpen Data Cost
  • 29. Making CRMeasier to deliver1:1 1:many 1:1:many
  • 30. Making CRMhappen in real-time Mobile Location-based
  • 31. CRM
  • 32. Listening Participatingfor insights from conversationsthat drive engagement and CRM with customers in authentic conversationspropositions in the SocialActivating Engaginginfluence in and outside of Era communities with brand valueyour customer set exchange wherever they gather
  • 33. ListeningMining insights from conversations that drive engagement and propositions Volume Sentiment Language Emerging
  • 34. http://www.youtube.com/watch?v=InrOvEE2v38
  • 35. Participating With customers in authentic conversations Existing Inviting Servicing
  • 36. http://www.youtube.com/watch?v=RbkS8AnqNGU
  • 37. Activatinginfluence in and out of your customer set
  • 38. Engagingindividuals and communities with brand value exchange, wherever they gather
  • 39. QuickTime™ and a decompressor are needed to see this picture.http://www.youtube.com/watch?v=Txn_8V1yZ2Y
  • 40. In order to understand Social Media we need to look at our brands our consumers
  • 41. Getting started today• Don’t create a standalone social media strategy — embed it into an existingprogramme• Conversation monitoring — start with the first scan• Develop rules of engagement for your brand• Skill up the organisation in social• Plan your branded value exchange• Identify your primary community platform• Call us
  • 42. Dont Wait For Perfect Measurement, Focus On The Bottom Line
  • 43. Sofia NatalBusiness DirectorOgilvyREDby OgilvyOne worldwide, LisbonOffice: +31-3218084Cell: +351 910570801E-mail: Sofia.Natal@ogilvy.comhttp://www.ogilvy.pt

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