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4sq + SCRM
 

4sq + SCRM

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  • great job!

    I really like the way you enhanced the customer experience continuum. Very well done.

    Great presentation

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    4sq + SCRM 4sq + SCRM Presentation Transcript

    • 4sq + SCRM Mayor Stefano Mizzella http://www.flickr.com/photos/roomjosh/2072272160/
    • Social CRM
    • Social CRM is the company’s response to the customer’s ownership of the conversation. Paul Greenberg Le citazioni del vs brand sui social sono email per voi, con in cc: il mondo intero. Gianluca Diegoli
    • Traditional Customer
    • Social Customer Some 90% of buyers trust peer reviews and 70% trust online reviews American Marketing Association http://www.flickr.com/photos/dpstyles/4107097443/
    • The end goal of CRM is to allow the company to effectively manage the customer in order to keep them purchasing a product or service.
    • Social CRM involves companies collaborating with their customers to create advocacy, by improving customer experiences.
    • Framework
    • Social Service & Support Social Social Sales Innovation Social Collaboration Marketing Business Values Social Customer Customer Experience Insights
    • Social Customers Insights Most recent visitors Most frequent visitors Time of day people check in Total number of unique visitors Histogram of check-ins per day Gender breakdown of customers Check-ins broadcast to Twitter and Facebook Sentiment Key infulencers Top sources Top mentions Customers tips
    • Social Marketing Own your venues Create a multi-platform strategy Design a playful engagement Follow your visitors on Twitter Mirror your venues on Facebook
    • Social Sales Utilize tips Promote Check-ins Offer specials to mayors Offer specials to everyday visitators Target first time customers Reward loyalty Track ROI
    • Foursquare + Square Hutch Carpenter
    • Social Service & Support Consider your customers as a community Offer real-time feedbacks and support Provide fun & usefull informations Recruit and reward brand ambassadors
    • Social Innovation
    • Collaboration
    • Customer Experience
    • Results
    • Social Customer Insights Social Marketing Social Sales Social Service & Support Social Innovation Collaboration Customer Experience
    • Thanks @stefanomizzella stefano.mizzella@open-knowledge.it www.socialmediascape.org