Ramaciotti digital marketing seminar 2of2
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Ramaciotti digital marketing seminar 2of2

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Ramaciotti digital marketing seminar 2of2 Ramaciotti digital marketing seminar 2of2 Presentation Transcript

  • Digital Media Marketing 3rd year seminar 2 0f 2 2012 Max Ramaciotti Creative Commons — Attribuzione - Condividi allo stesso modo 3.0
  • trendwatching.coms 12 Consumer Trends for 2012A Magazine Is an iPad That Does Not Work.m4v - YouTube
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  • Social CRMWe have entered an era where customers, vendors and partners are no longer anonymous segments thatyou “source”, “manage” and “market to”.They are people. People you connect with.Talk to.Advocate for.Listen to.And if you’re lucky, they sell for you, solve problems for you, defend you, listen to you and build yourbusiness for you, one conversation at a time, while you sleep’(Marc Benioff, CEO, Salesforce) Figure 2: Customer Service in the Social Enterprise Social Customer Experience Social CRM ... ... supports chosen guidelines and expedites core Guidelines procedures, e.g. customer identification, call routing, call scripting, cross-selling ... integrates with media monitoring solutions to Monitoring generate analytics and reports about the quality of customer engagement ... facilitates a multi-channel and modular approach to Multi-Channel Service Hub Online Support Community customer service, combining legacy infrastructure with social applications ... integrates with community management platforms to ensure that agents have an integrated view of problems and solutions ... collates data about each customer, providing agents Universal Customer Record Public Knowledge Bases with a universal record of transactions, enquiries, tickets and preferences ... publishes selected enterprise data to public knowledge bases to facilitate customer self-service and online community support ... provides access to data from across the enterprise, Social Enterprise allowing realtime collaboration and customer-centric problem solving 8 © Copyright 2012. ItsOpen (www.itsopen.co.uk).