Socialytics: Using Social Data for More Effective Sales, Marketing & Customer Service

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Explores using new analytic tools to analyze and take action on enterprise data and data collected from the social web for the social business. This presentation is for the CRMe10 conference on 8/2/2010 in NYC.

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Socialytics: Using Social Data for More Effective Sales, Marketing & Customer Service

  1. 1. Michael Fauscette, Group Vice President, Software Business Solutions ©Copyright 2010 IDC 2010 IDC 7-10
  2. 2. Know when a customer What if?... is becoming an influencer / advocate BEFORE it happens? Know what a customer is likely to buy BEFORE Know what marketing asking? messages an individual customer will respond Know when a customer to… is likely to defect BEFORE it happens? © 2010 IDC 7-10
  3. 3. © 2010 IDC 7-10
  4. 4. Data © 2010 IDC 7-10
  5. 5. © 2010 IDC 7-10
  6. 6. Information © 2010 IDC 7-10
  7. 7. © 2010 IDC 7-10
  8. 8. Socialytics © 2010 IDC 7-10
  9. 9. The Intersection of: CRM Social Data Web Analytics © 2010 IDC 7-10
  10. 10. Listening… © 2010 IDC 7-10
  11. 11. Listening…  Compliments  Complaints  Questions  Problems  Competitors  Crisis  Influencer  Voice of the Crowd  Opportunity / Needs © 2010 IDC 7-10
  12. 12. Track… • Positive Mentions • Length / Span of Travel • Conversation • Synchronization • Tally • Sentiment • Activation © 2010 IDC 7-10
  13. 13. Metrics – measuring success SOCIAL  METRICS   #  ac/ve  members   #  site  visits   #  member  posts    Influence  Engagement #  event    Revenue registra/ons    Costs  Margin #  answered   ques/ons   © 2010 IDC 7-10
  14. 14. Activity Engagement New Business © 2010 IDC 7-10
  15. 15. Reactive Versus Predictive © 2010 IDC 7-10
  16. 16. © 2010 IDC 7-10
  17. 17. Monitoring Decision Support Creating actionable insight! © 2010 IDC 7-10
  18. 18. What’s happening? What some of the vendors are doing… © 2010 IDC 7-10 18
  19. 19. © 2010 IDC 7-10
  20. 20.  Increase # of prospects  Find links to decision- makers  Strength / weakness of relationships  Change in urgency © 2010 IDC 7-10
  21. 21. Power of Community + Predictive Decision Support © 2010 IDC 7-10
  22. 22. http://www.idc.com/research/socialbusiness.jsp © 2010 IDC 7-10
  23. 23. Contact Michael Fauscette mfauscette@idc.com Twitter: @mfauscette Blog: www.mfauscette.com © 2008 IDC © 2010 IDC 7-10

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