A new Approach to Customer Care Services           When Two Worlds Meet          Avea Project Management
Evolution of Customer Touch Points                   CRM 1.0                                                              ...
Avea Project Management
Avea Project Management
Avea Project Management
SOCIAL MEDIA AND            CRM     WILL THEY BLEND?Avea Project Management
Let’s Find Out• What is Social CRM• Advantages and Opportunities• Putting SCRM into practise                 Avea Project ...
What is Social CRMPeopleHave access to every possible information.ThereforeCustomersNo longer need to listen, they will ju...
Avea Project Management
Avea Project Management
Avea Project Management
Avea Project Management
2 Advantages And Opportunities           Avea Project Management
Avea Project Management
• TastiRewards incentivizes    customers to associate their    Twitter, Facebook and Foursquare    accounts with their Tas...
Avea Project Management
Avea Project Management
Comcastcares  Avea Project Management
3 Putting Things Into Practice           Avea Project Management
MONITORING✓ Similar to social media,you can’t engage in socialCRM without listening first.✓ Monitor the social web forrele...
MAPPING✓ Identify who’s talking. Do wealready know this person onother social networks, ourown database, ...?✓ Get people ...
Management✓ The rules and processes that define what we’regoing to do with what we just learned:✓ When are we going toresp...
MIDDLEWARE✓ The seamlessintegration of socialand corporate dataMEASURE✓ We probably no longer need toconvince you of theim...
Status• We have 10 Agent in Gunesli,Istanbul• Poor Twirtter Analyze• Facebook- Socialbakers.com     CRM         Marketing ...
Telecomunication Companies Activities                      on TwitterCompany          Tweets     Following       Followers...
Requirements• Social Media– Siebel Integration• Sosyal Media Analyze Tools                   Avea Project Management
Free Service TweetStats.com          Avea Project Management
Avea Project Management
Tools that can be used                                         Radian6            Online twitter analyze                  ...
Fiyatı Aylık En Fazla 100$ Olan                      Servisler:•   swixhq – aylık 49 dolar•   bantamlive – aylık 49 dolar•...
Fiyatları 197 $ ile 999 $ Arasında              Değişen Servisler:•   ScoutLabs, aylık 449 dolar, 10 search.•   BrandsEye,...
RecommendationsRadian6 is the industryleader in social mediaanalysis.                          Avea Project Management
Thanks for your attention                        Şahin UZUN                        Alternative Channels & Project         ...
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Social CRM - AVEA

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Avea Social CRM structure research.

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  • Tasti treatcard (tastirewards)
  • Social CRM - AVEA

    1. 1. A new Approach to Customer Care Services When Two Worlds Meet Avea Project Management
    2. 2. Evolution of Customer Touch Points CRM 1.0 CRM 2.0 • Blogs • Microblogs • Price comparison website • RSS • Podcast • Phone • Phone • Wikis • Fax • Fax • Social Networks • Email • Email • Service • Service • Widgets • Letters + • Letters • Video sharing • Personal contact • Personal contact • Company’s website • Photo sharing • Company’s website • SMS • SMS • Instant Messenger • Forums • Auction website • Instant Messenger • Chat • Chat • Slides sharing • Media • Media • Reviews and ratings in retail sites • Wish lists • Social Bookmarking• Single view of the customer based on the interactions • Single view of the customer is far more complex to achieve. history, customer profile data residing in the company’s base Besides internal information, the company must rely on external and data integration with internal systems information such as customer profiles in social networks and his behavior when participating in a community.• Company owns the data but it is limited to previous interactions • Customer and other web 2.0 sites own part of the precious data Avea Project Management
    3. 3. Avea Project Management
    4. 4. Avea Project Management
    5. 5. Avea Project Management
    6. 6. SOCIAL MEDIA AND CRM WILL THEY BLEND?Avea Project Management
    7. 7. Let’s Find Out• What is Social CRM• Advantages and Opportunities• Putting SCRM into practise Avea Project Management
    8. 8. What is Social CRMPeopleHave access to every possible information.ThereforeCustomersNo longer need to listen, they will just talk each other.MeaningTrustToday works totaly different then it is used to Avea Project Management
    9. 9. Avea Project Management
    10. 10. Avea Project Management
    11. 11. Avea Project Management
    12. 12. Avea Project Management
    13. 13. 2 Advantages And Opportunities Avea Project Management
    14. 14. Avea Project Management
    15. 15. • TastiRewards incentivizes customers to associate their Twitter, Facebook and Foursquare accounts with their Tasti D-Lite membership cards. • Each time your card is swiped, your Twitter/Facebook/Foursquare status is updated and you earn extra points.Avea Project Management
    16. 16. Avea Project Management
    17. 17. Avea Project Management
    18. 18. Comcastcares Avea Project Management
    19. 19. 3 Putting Things Into Practice Avea Project Management
    20. 20. MONITORING✓ Similar to social media,you can’t engage in socialCRM without listening first.✓ Monitor the social web forrelevant content. Avea Project Management
    21. 21. MAPPING✓ Identify who’s talking. Do wealready know this person onother social networks, ourown database, ...?✓ Get people to map theirprofiles themselves (in returnfor rewards). Avea Project Management
    22. 22. Management✓ The rules and processes that define what we’regoing to do with what we just learned:✓ When are we going torespond how?✓ How do we dispatchinformation to whom(remember socialcrm is about theentire organisation)? Avea Project Management
    23. 23. MIDDLEWARE✓ The seamlessintegration of socialand corporate dataMEASURE✓ We probably no longer need toconvince you of theimportance of measuring ...✓ Yet what you can’t measure,you can’t improve. Avea Project Management
    24. 24. Status• We have 10 Agent in Gunesli,Istanbul• Poor Twirtter Analyze• Facebook- Socialbakers.com CRM Marketing DNA Agenc y Avea Project Management
    25. 25. Telecomunication Companies Activities on TwitterCompany Tweets Following Followers Creation Date ExtraAveaDestek 1424 1353 2364 21 July 2010TurkcellHizmet 4854 5948 6962 12 Jan 2011 Hesaplarını aktif olarak kullanmıyorlar twitterda şikayetVodafoneTR 31 408 4050 twitleri dolaşıyor en son geçen sene twit girmişler.TTDestek 1371 1113 817 11 june 2010 Normal bankanın twitter hesabı üzerinden sorunları çözmeFinansBank 265 2100 2320 hizmeti veriyoer.Garanti 433 2160 7369 Destek için /iletisim adresine yönlendiriyor. MümünAkbank 761 5 2570 olduğunca twitter üzerinden sorun talebi almamaya çalışıyor. destek için /iletisim adresine yönlendiriyor. MümkünIS_BANKASİ olduğunca twitter üzerinden sorun talebi almamaya çalışıyor. Avea Project Management
    26. 26. Requirements• Social Media– Siebel Integration• Sosyal Media Analyze Tools Avea Project Management
    27. 27. Free Service TweetStats.com Avea Project Management
    28. 28. Avea Project Management
    29. 29. Tools that can be used Radian6 Online twitter analyze Trackur web sites ViralHeatSoftwares SalesForce.Com Powerful Software Oracle Siebel Companies SAP CRM Avea Project Management
    30. 30. Fiyatı Aylık En Fazla 100$ Olan Servisler:• swixhq – aylık 49 dolar• bantamlive – aylık 49 dolar• buzzding - aylık 49 dolar• postrank – yıllık 99 dolar• wordtracker – aylık 59 dolar• pingdom – aylık 40 dolar• Mint – aylık 30 dolar.• Chartbeat, ilk 30 gün ücretsiz, aylık 10 dolar• Raven, aylık 79 dolar, ilk ay ücretsiz, sınırsız site, 5 keyword.• ViralHeat, aylık 89 dolara business sınıfı• Ubervu, 30 keyword aylık 50 dolar.• Reputation Defender aylık 15 euro• reputationhq, aylık 50 dolar• startpr, aylık 50 dolar 15 kelime• imooty, aylık 49 euro Avea Project Management
    31. 31. Fiyatları 197 $ ile 999 $ Arasında Değişen Servisler:• ScoutLabs, aylık 449 dolar, 10 search.• BrandsEye, aylık 350 dolar – Sınırsız• Trendrr, aylık 999 dolar – Sınırsız• thesearchmonitor aylık 399 dolar• buzzstream aylık 199 dolar• trackur aylık 197 dolar• jamiq 10 keyword aylık 500 dolar Avea Project Management
    32. 32. RecommendationsRadian6 is the industryleader in social mediaanalysis. Avea Project Management
    33. 33. Thanks for your attention Şahin UZUN Alternative Channels & Project Management Intern Avea Project Management

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