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Zero to ZMOT webinar: Social Media Success with SRM Monitoring and Analytics

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On September 11, 2013 CRMIT conducted a webinar on the topic "Social Media Success with Oracle SRM Monitoring Analytics" for an audience in Australia.

Speaker: Naga Chokkanthan, Co-Founder & Sr. Director - Innovations CRMIT Solutions gave an overview on learning to monitor and analyze what customers (and prospects) are talking about your brand, products in Social Media.

Webinar Agenda:
• Introduction to Social Relationship Management
• What is ZMOT (Zero Moment Of Truth)
• ZMOT & Social Media
• Social Monitoring
• Social Analytics "What to analyze"
• Oracle SRM Suite "Product Overview"
• Oracle Social Monitoring Cloud Service "Engagement and Monitoring Cloud Service"
• Oracle Social Analytics Cloud Service
• Next Steps: Social CRM Maturity ladder


Also, please find below following extracts from the webinar

Webinar Video: https://www.youtube.com/watch?v=AqB4_4JKp00
Ebook - From Zero to ZMOT : http://www.slideshare.net/CrmitCorp/ebook-zero-to-zmot-webinar


For further information, visit our website at www.crmit.com. You can also email us at marketing@crmit.com

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Zero to ZMOT webinar: Social Media Success with SRM Monitoring and Analytics

  1. 1. Webinar: Zero To ZMOT Social Media Success with Oracle SRM Monitoring & Analytics
  2. 2. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Who are we • Pioneers in SaaS based Customer Experience (CX) solutions and early adopters of Oracle Cloud • 800+ man years of deployment, implementation & migration expertise • 175+ successful CRM / CX deployments including custom development and integration • 100+ CRM training engagements globally • 20+ countries with on site support presence • CRM++ applications for accelerated deployments (3000+ user base)
  3. 3. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Our Cloud Offerings Cloud based Customer Experience (CX) Solutions Portfolio ` Right NOWRight NOW Email WorkbenchEmail Workbench Social CRMSocial CRM ATGATG Mobile CRMMobile CRM CRM On DemandCRM On Demand Sales & Marketing Services Applications SSPSSP Cloud IntegrationCloud Integration Service Offerings SRMSRM User AdoptionUser Adoption CTICTI Fusion CRMFusion CRM EloquaEloqua SRMSRM Managed MarketingManaged Marketing Data Management & AnalyticsData Management & Analytics Independent TestingIndependent TestingTrainingTraining
  4. 4. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Today’s Webinar Topic • From Zero To ZMOT – Social Media Success With Oracle SRM Monitoring & Analytics
  5. 5. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Webinar Speaker Naga Chokkanthan Co-Founder & Sr. Director - Innovations CRMIT Solutions LinkedIn: /in/nchokkan
  6. 6. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Webinar: Social Media Success with Oracle SRM Monitoring & Analytics Zero To ZMOT Social Media Success With Oracle CRM Social Media Monitoring & Analytics
  7. 7. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Agenda • Introduction to Social Relationship Management • What is ZMOT (Zero Moment Of Truth) • ZMOT & Social Media • Social Monitoring • Social Analytics "What to analyze" • Oracle SRM Suite "Product Overview" • Oracle Social Monitoring Cloud Service "Engagement & Monitoring Cloud Service" • Oracle Social Analytics Cloud Service • Next Steps: Social CRM Maturity ladder • Demo(s) • Q & A
  8. 8. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Introduction • People are talking about our brand, everywhere! • Traditional Customers & Social Customers – They don’t care about our brand – They DO care about our brand • Customers Own the brand! • Social Media consumer conversations – Colloquy Survey : 56% of young shoppers talk about products and services via Social Networks • Comments from a “Person Like Me”
  9. 9. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Social Media Conversations • What consumers (and prospects) are talking about our brand, products in Social Media? – Understand their thought process – Analyze the sentiment – Decide on the best course of actions such as • Responding • Publishing • Changing business processes • Creating new products / services • Essential First Step : Monitoring social media effectively
  10. 10. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Questions! Questions!! • What to monitor? • Where to monitor? • How frequently to monitor? • Which tools to use for monitoring? • How to understand, analyze and get insights from bulk data of potentially millions of conversations? • Do I need new staff for all this? • How much this will cost? (Budget!) • Where is the ROI?
  11. 11. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com FMOT & ZMOT • FMOT: First Moment Of Truth – The moment in which a consumer makes it to a store (or equivalent) and is presented with a variety of choices from which to choose • ZMOT: Zero Moment Of Truth – That moment when you grab your laptop, mobile phone or some other wired device and start learning about a product or service (or potential boyfriend) you’re thinking about trying or buying
  12. 12. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com FMOT & ZMOT (Contd)
  13. 13. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com ZMOT & Social Media • ZMOT is not about Social Media alone – But, it depends a lot on Social Media – Social Media comments about a product or brand decides the ZMOT for any prospect • “Person Like Me” Social Media Comments >> Official websites & channels – Brands, companies have good control on the official website, and other channels that they own – They have very little or no control on everything else • But, they can monitor, listen and respond • Consumers respect that and are ready to help • Complete the feedback loop, product or service improvements • Better ZMOT for the next set of prospects
  14. 14. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Social Media Monitoring • Structured process to monitor Social Media conversations – Digital platform – Tools available to monitor, analyze and make sense of data • Typical progress – Ad-hoc – Point tools – Complete suite of applications • What about the process?
  15. 15. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Social Media Monitoring (Contd) • Decide on the topics we want to listen to • Find where our customers / prospects are • Monitor the conversations • Collate the data, find out patterns / themes • Use the data for Social Media analytics, Derive insights, take action • Repeat for optimization
  16. 16. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Social Media Analytics • “What to analyze” differs for each and every business – But “How to analyze” is pretty standardized – Number of tools available • Analytics’ Examples – Demographics of users – Topics, Share of voice – Sentiment Analysis – Keywords most used – Trends by geography / demography – Influencers in my network – Geo analysis • This list keeps changing and growing everyday
  17. 17. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Oracle Enterprise SRM
  18. 18. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Oracle SRM Offerings
  19. 19. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Oracle SRM Offerings (Contd) • Oracle Social Engagement Cloud Service • Oracle Social Monitoring Cloud Service • Oracle Social Marketing Cloud Service • Oracle Social Network
  20. 20. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Oracle Social Monitoring Cloud Service • Part of Oracle SRM’s “Engagement and Monitoring Cloud Service” Package • Provides the listening and analysis capabilities across social channels – Better understand your customers / prospects / their sentiments – Getting ready for the next maturity stage, Social Engagement
  21. 21. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Oracle SRM Analyze • Industry standard reports for most Social Media analysis • Insights into what market is talking about – Your brand – Your product – Your Competitors – Your field in general
  22. 22. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Zero To ZMOT: eBook From CRMIT
  23. 23. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Next Steps • Reactive Engagement to Social Media Posts • Social Media Branding • Centralized, Coordinated Social Publishing • Social Campaigns • Integration with CRM • Defined processes, automated workflows and implementation of best practices • Getting Social CRM in the company’s DNA • More …
  24. 24. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Social CRM Maturity Ladder
  25. 25. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Demo
  26. 26. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Demo (2)
  27. 27. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Demo (3)
  28. 28. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Demo (4)
  29. 29. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Demo (5)
  30. 30. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Demo (6)
  31. 31. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Demo (7)
  32. 32. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Demo (8)
  33. 33. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Demo (9)
  34. 34. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Demo (10)
  35. 35. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com References • ZMOT : Winning The Zero Moment Of Truth, By Jim Lecinski • http://www.zeromomentoftruth.com/ • http://www.oracle.com/in/solutions/social/overview/index.html • http://www.oracle.com/us/corporate/acquisitions/collectiveintellect/g eneral-presentation-1653698.pdf • http://www.youtube.com/watch?v=0bZy5Q_1f04 • http://www.forbes.com/sites/louiscolumbus/2012/10/02/gartners- magic-quadrant-for-social-crm-and-the-social-enterprise/ • http://www.emarketer.com/Article/Driving-Purchases-Customer- Reviews-Trump-Pro-Critics/1009625 • http://www.colloquy.com/files/2011-COLLOQUY-Talk-Talk-White- Paper.pdf
  36. 36. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Q & A
  37. 37. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Reach us Americas 1525 McCarthy Blvd Suite 1000,Milpitas, CA 95035 USA EMEA 9 Devonshire Square, London EC2M 4YF UK Australia & N Zealand Suite 19, 103 George Street Parramatta, NSW 2150 Australia Japan 2-21-7-703 Kiba, Koto- Ku, Tokyo 135-0042, Japan Malaysia B-5-8 Plaza Mont Kiara 50480 Kuala Lumpur, Malaysia +603 2726 2759+81 3 5809 8444 +1 (408) 722 0634 + 44 203 586 1248 +61 2 9186 2550 Rest of Asia # 14, CRMIT Towers, BTM Layout 1st Stage, 100 Ft Ring Road Bangalore 560068 India +91 (80) 4292 5555
  38. 38. Zero To ZMOT : CRMIT Webinar © Copyright 2013 CRMIT. All rights reserved. www.crmit.com Thank you manoj.tazhath@crmit.com

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