4sq + SCRM

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4sq + SCRM

  1. 1. 4sq + SCRM Mayor Stefano Mizzella http://www.flickr.com/photos/roomjosh/2072272160/
  2. 2. Social CRM
  3. 3. 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
  4. 4. Traditional Customer
  5. 5. Social Customer Some 90% of buyers trust peer reviews and 70% trust online reviews American Marketing Association http://www.flickr.com/photos/dpstyles/4107097443/
  6. 6. 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.
  7. 7. Social CRM involves companies collaborating with their customers to create advocacy, by improving customer experiences.
  8. 8. Framework
  9. 9. Social Service & Support Social Social Sales Innovation Social Collaboration Marketing Business Values Social Customer Customer Experience Insights
  10. 10. 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
  11. 11. Social Marketing Own your venues Create a multi-platform strategy Design a playful engagement Follow your visitors on Twitter Mirror your venues on Facebook
  12. 12. Social Sales Utilize tips Promote Check-ins Offer specials to mayors Offer specials to everyday visitators Target first time customers Reward loyalty Track ROI
  13. 13. Foursquare + Square Hutch Carpenter
  14. 14. Social Service & Support Consider your customers as a community Offer real-time feedbacks and support Provide fun & usefull informations Recruit and reward brand ambassadors
  15. 15. Social Innovation
  16. 16. Collaboration
  17. 17. Customer Experience
  18. 18. Results
  19. 19. Social Customer Insights Social Marketing Social Sales Social Service & Support Social Innovation Collaboration Customer Experience
  20. 20. Thanks @stefanomizzella stefano.mizzella@open-knowledge.it www.socialmediascape.org

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