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Customer Experience & Social Relationship Management @ Work | 
Sebastian Wilke, Social CRM Expert Oracle

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Customer Experience & Social Relationship Management @ Work | 
Sebastian Wilke, Social CRM Expert Oracle

Customer Experience & Social Relationship Management @ Work | 
Sebastian Wilke, Social CRM Expert Oracle

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  • Backup stats:On average per company per month: twitter 56000; facebook 5000; blogs 20000; forums 2000089% of customers will begin doing business with a competitor following a bad customer experience
  • Wird heute noch gefunden. (Top10)
  • Social programs remain a top priority with 76 percent of retailers planning to use Facebook for ‘social commerce’ initiativesBeyond Facebook, 43 percent of retailers are continuing to answer the demand for social programs such as enhanced user reviews and communities. However, although social programs are a must-have in today’s user experiences, one-third of the respondents still reported difficulty in determining social program ROI.
  • Social programs remain a top priority with 76 percent of retailers planning to use Facebook for ‘social commerce’ initiativesBeyond Facebook, 43 percent of retailers are continuing to answer the demand for social programs such as enhanced user reviews and communities. However, although social programs are a must-have in today’s user experiences, one-third of the respondents still reported difficulty in determining social program ROI.
  • 79% of consumers who shared complaints about poor customer experience online had their complaints ignored21% who did get responses to complaints, more than 50% had positive reactions and 22% posted a positive comment about the organization to their feeds
  • Social customer Maersk responded quickly, honestly and in a human manner.Most engaged content ever (included how the company endeavors to co-exist with nature).
  • Oracle Social Engagement & Monitoring provides the ability to capture, monitor, engage and measure both structured and unstructured data.It provides the ability to process various sources of data so that only pure actionable signals are separated from the background noise.It auto categorizes responses based on intent, sentiment and a host of other factors.Social Engagement & Monitoring supports point to point response and engagement as well as providing valuable insight from KPI dashboards.
  • The socially-enabled enterprise offers a unified brand experience by:Understanding what is important to their customersCreating more valuable and meaningful content Connecting to their consumers via social based experiences that are valuable and timely across relevant channels
  • You can see from this slide that over 500 very important brands leverage Oracle Social Marketing today. Brands we all know such as the BBC, MTV, Motorola, McDonalds and DELL. A very impressive customer slide.

Transcript

  • 1. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.1The Experience RevolutionMonday, June 25, 2012New York City Event Briefing
  • 2. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.2The following is intended to outline our general product direction. It is intendedfor information purposes only, and may not be incorporated into any contract.It is not a commitment to deliver any material, code, or functionality, and shouldnot be relied upon in making purchasing decisions. The development, release,and timing of any features or functionality described for Oracle’s products remainsat the sole discretion of Oracle.
  • 3. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.3Social Relationship Management How to do it wrong? How to do right? SRM Methodology SRM @ Work Q&As
  • 4. 4 Copyright © 2012, Oracle and/or its affiliates. All rightsreserved.Why Social Relationship Management Matters?Sebastian Wilke - Senior Sales Consultant
  • 5. The Customer Conversation is HappeningCustomers Expect Social to Power the Customer ExperienceSources: Burson-Marsteller/Vision Global Social Media Checkup ‘12, June ‘12; Consumer behaviorstudy on Twitter conducted by Constant Contact®
  • 6. http://www.youtube.com/watch?v=5YGc4zOqozoTime passes and Unitedasks if it can use the Videoas part of an internal trainingexercise designed toimprove customer service.
  • 7. 12,000,000 VIEWS+NO RESPONSE FROMUNITED=-10% STOCK VALUEIN 4 DAYS
  • 8. SocialRelationshipsdrive BrandValue
  • 9. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.1058%of Facebook users have"liked" a brand42%have mentioned a brand ina status update39%of Twitter users havetweeted about a brandCONSUMERS CAN BECOME BRAND ADVOCATES* Source: Ask Your Target Market
  • 10. After a poor customer experience, more than a quarter ofconsumers posted a negative comment on a social networkingsite like Facebook or TwitterSCORNED CONSUMERS TELLFACEBOOK AND TWITTERFOLLOWERS
  • 11. SocialRelationshipManagement@Work
  • 12. Social Relationship Management drives Maersk‘s Social Media Strategy
  • 13. Corporate social strategy
  • 14. SocialRelationshipManagement (SRM)
  • 15. Social Relationship Management EngagementEmpower the many with Oracle Social Relationship Manager (SRM)Listen Built Engage Measure
  • 16. Premium brands sell better Turn a “like” into
  • 17. In diesem Sinne..
  • 18. Q&A oracle.com/social