Empower your customer to build your Social CRM strategy - Asia Retail 2012

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Presentation I have done for the Asia Retail conference 2012 in Hong Kong

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Empower your customer to build your Social CRM strategy - Asia Retail 2012

  1. 1. Empower yourcustomers to build your Social CRM strategy
  2. 2. The era of Social Customer Exposing customer tomessages no longer works Conversation is controlled by the customer Source: Mark Tamis
  3. 3. Social CRM ≠ Social Media + CRM"Social CRM is : A philosophy and a business strategy, Designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value The companys response to the customers control of the conversation." Paul Greenberg
  4. 4. Empower your Customers Source: Dachis group
  5. 5. Benefits of Social CRM• giffgaff. 100% of questions answered by community members in average time of 93 seconds.• HP. More than 4.6 millions people have told HP that the forum solved their support issues, which HP says makes customer happier and saves the company millions in support costs• Starbucks. 75,000 product and service ideas suggested
  6. 6. Benefits of Social CRM• Sephora. Community users spend 2.5x more than average customers, superfans spend 10x more• Benefit Cosmetics. Customer generated content drives 10X click-thru rate on “Buy Now” button• Burberry. Social microsites secured 1,000,000 fans and a 10% increase in same-store sales• Epson. Visitors interacting with reviews are 67% more likely to convert and have 25% higher average order value
  7. 7. The path to Social BusinessCustomers Employees 78% of customers wants to co- 88% of CEOs say : top priority is create products with company getting closer to customer in the next five years Sources: IBM, Esteban Kolsky
  8. 8. Key Takeaways Customers control the conversation Technology is a enabler but Social CRM is strategy Empower your customers is the key Social Business is your future Your customers wait for you, is your company ready ?
  9. 9. Thanks for your attention ! Any questions ? www.talkspirit.com @flochampagne

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