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Comment interagir avec un nouveau genre de client - conférencier Mme Clara Shih
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Comment interagir avec un nouveau genre de client - conférencier Mme Clara Shih

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  • 1. Business in The Facebook Era
    Preparing for a New Kind of Customer Relationship
    Clara Shih
    CEO, Hearsay Labs &
    Author, The Facebook Era
    7 April 2010
  • 2. Follow along
    @clarashih
    #CRIM2010
    http://facebook.com/thefacebookera
  • 3. Welcome to The Facebook Era
    facebook
    400M users
    22B minutes a day
    linkedin
    & twitter
    50M each
    Is email dead??
  • 4. Facebook isn’t just for kids anymore
  • 5. Social media is a top focus for business
    73.5% of companies consider social media a top priority for 2010.
    —CMO Survey, February 2010
  • 6. The Four Pillars
    Facebook Apps Facebook Pages Facebook Ads Twitter
  • 7. Today
    Psychology of Facebook
    Exciting Possibilities for Business
  • 8. the psychology of facebook
  • 9. Facebook has become the template for our online identity
  • 10. Facebook Connect extends identity across the Web
  • 11. Meanwhile, user expectations have changed
  • 12. Facebook and Twitter are radically new modes of communication
    follow me
  • 13. the exciting opportunities for business
  • 14. Hypertargeted marketing improves conversions
  • 15. Faceconnector: bringing social to CRM
    First business application on Facebook – developed by Todd Perry and me in 2007
  • 16. Facebook and Twitter “automate” word of mouth (News Feed)
  • 17. People trust friends most
  • 18. You can even order pizza on Facebook!
  • 19. Evolving our metrics
    Social CLV =CLVold
    + Word-of-mouth referrals
    + Customer support cost savings
    + Sales resulting from idea contributions
  • 20. Thanks and stay in touch
    Clara Shih
    CEO, Hearsay Labs
    clara@hearsaylabs.com
    Featured in New York Times & Selling Power
    Used as a textbook at Harvard Business School

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