4sq + SCRM
                                                       Mayor Stefano Mizzella



http://www.flickr.com/photos/ro...
Social CRM
Social CRM is the company’s response to
the customer’s ownership of the
conversation.                  Paul Greenberg



L...
Traditional Customer
Social Customer



                                                            Some 90% of buyers trust peer
             ...
The end goal of CRM is to allow the company to effectively manage
the customer in order to keep them purchasing a product ...
Social CRM involves companies
collaborating with their customers to
create advocacy, by improving
customer experiences.
Framework
Social
                        Service &
                        Support

               Social                 Social
   ...
Social Customers Insights
Most recent visitors
Most frequent visitors
Time of day people check in
Total number of unique v...
Social Marketing

Own your venues

Create a multi-platform strategy

Design a playful engagement

Follow your visitors on ...
Social Sales
Utilize tips

Promote Check-ins

Offer specials to mayors

Offer specials to everyday visitators

Target first...
Foursquare + Square




Hutch Carpenter
Social Service & Support

Consider your customers as a community

Offer real-time feedbacks and support

Provide fun & use...
Social Innovation
Collaboration
Customer Experience
Results
Social Customer Insights

Social Marketing

Social Sales

Social Service & Support

Social Innovation

Collaboration

Cust...
Thanks
 @stefanomizzella
 stefano.mizzella@open-knowledge.it
 www.socialmediascape.org
4sq + SCRM
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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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