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4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
4sq + SCRM
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4sq + SCRM

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  • 1. 4sq + SCRM Mayor Stefano Mizzella http://www.flickr.com/photos/roomjosh/2072272160/
  • 2. Social CRM
  • 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. Traditional Customer
  • 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. 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. Social CRM involves companies collaborating with their customers to create advocacy, by improving customer experiences.
  • 8. Framework
  • 9. Social Service & Support Social Social Sales Innovation Social Collaboration Marketing Business Values Social Customer Customer Experience Insights
  • 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. 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. 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. Foursquare + Square Hutch Carpenter
  • 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. Social Innovation
  • 16. Collaboration
  • 17. Customer Experience
  • 18. Results
  • 19. Social Customer Insights Social Marketing Social Sales Social Service & Support Social Innovation Collaboration Customer Experience
  • 20. Thanks @stefanomizzella stefano.mizzella@open-knowledge.it www.socialmediascape.org

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