4sq + SCRM

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

http://www.socialmediascape.org	54
http://www.misjournal.com	27
http://www.4everyoung.it	18
http://hellosam.new21.net	10

4sq + SCRM

by Stefano Mizzella on Jul 24, 2010

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4sq + SCRM — Presentation Transcript