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Big data & social CRM - Inspiratiesessie

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Dit zijn de slides van de inspiratiesessie Big Data en Social CRM van 8 december 2014.
Sprekers waren Christophe De Clercq (Eneco Belgie), Rik Vera (KD29) en Ralf van Gellekom (Microsoft).

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Big data & social CRM - Inspiratiesessie

  1. 1. Big data is like teenage sex: everyone talks about it, nobody really knows how to do it, everyone thinks everyone else is doing it, so everyone claims they are doing it... - Dan Ariely
  2. 2. ................................................................................................. 4 .................................................................. PROGRAMMA Christophe de Clercq Big Data, een nieuwe wereld Rik Vera Extreme Customer Centricity Ralf van Gellekom Toepassen van Big Data en CRM
  3. 3. ................................................................................................. ..................................................................
  4. 4. Big data, een nieuwe wereld? Christophe De Clercq
  5. 5. Silicon Valley : IFTF urban trends
  6. 6. Big data?
  7. 7. Big data vs Big value You are here
  8. 8. Hoe waarde creëren met Big data?
  9. 9. Front-line = customer intimacy
  10. 10. Customer 2.0
  11. 11. Londen: Regent street wordt Beacon street
  12. 12. Big relevance!
  13. 13. Een nieuwe wereld?
  14. 14. Technology changes… Humans don’t!
  15. 15. Extreme Customer Centricity Rik Vera
  16. 16. ................................................................................................. .................................................................. 25 Rik Vera
  17. 17. ROBERT CAILLIAU In 1993, in collaboration with the Fraunhofer Gesellschaft Cailliau started the European Commission's first web-based project for information dissemination in Europe (WISE). As a result of his work with CERN's Legal Service, CERN released the web technology into the public domain on 30 April 1993. In December 1993 Cailliau called for the first International WWW Conference which was held at CERN in May 1994.[6][10][11] The oversubscribed conference brought together 380 web pioneers and was a milestone in the development of the web. The conference led to the forming of the International World Wide Web Conferences Steering Committee which has organized an annual conference since then. Cailliau was a member of the Committee from 1994 until 2002. In 1994 Cailliau started the "Web for Schools" project with the European Commission, introducing the web as a resource for education. After helping to transfer the web development from CERN to the World Wide Web Consortium (W3C), he devoted his time to public communication. He went on early retirement from CERN in January 2007.
  18. 18. PEOPLE HAVE GONE DIGITAL
  19. 19. PEOPLE ARE THE CENTER OF THE UNIVERSE
  20. 20. EMOTIONS
  21. 21. EXTREME CUSTOMER CENTRICITY
  22. 22. TECHNOLOGY TO ENABLE
  23. 23. CONNECT TO MANY BUT ENGAGE INDIVIDUALS
  24. 24. HOW?
  25. 25. OSTERWALDER BUSINESS CANVAS
  26. 26. CUSTOMER EXPERIENCE VALUE CREATION CUSTOMER EXPERIENCE MANAGEMENT ENGAGE INDIVIDUALS FIND THE RIGHT KEEP THEM MAXIMIZE VALUE CUSTOMER GROSS PROFIT TOUCHPOINT MANAGEMENT CUSTOMER JOURNEY RESOURCES COST OF CUSTOMER EXPERIENCE CUSTOMER VALUE EXTERNAL VALUE CREATORS
  27. 27. EXTREME CUSTOMER CENTRICITY
  28. 28. After first and repeat orders Green clients Mailing actions Before and in between first and repeat orders During first order and repeat oders Fax mailings Sample request (limited number) Relationship development call IS Relationship maintenance calls IS E-mail contacts with ES Medium sample case allocation Quotation and order support Chocolates in case of complaint NPS/customer satisfaction Trainings and certification (invoiced) Relationship phone call ES Seminars at customer ES development visits XXL Sample case Chaplet Display installation support/presence ES Key account plan Green Deep dive development visits
  29. 29. “Walvismodel” THE WHALE CURVE
  30. 30. SMALL BIG
  31. 31. DIGITAL DELIGHT Limit costs to the max YOUNG POTENTIALS Grow them fast PARTNERS Develop full potential ROYALTY Maintain and defend
  32. 32. THANK YOU VERY MUCH AND ENJOY CUSTOMER CENTRICITY
  33. 33. Practical Use of Social (Big) Data and CRM Ralf van Gellekom
  34. 34. Sales Marketing Custom Service 360° Customer View
  35. 35. CRM Core Social Listening Integrated Marketing Self- Service / Knowledge
  36. 36. • Social Engagement Portal • Respond to posts on Twitter and Facebook • Integrated with CRM
  37. 37. • Easily design, change and track multi-channel campaigns • Choose the right channel mix for each campaign • Monitor how your campaigns are progressing against goals
  38. 38. Social Email Surveys & Feedback Self Service Portals Knowledge Management Core CRM Agent Live Chat Mobile • Direct customers to the right channels • Consistent knowledge across channels • Integration with CRM
  39. 39. “ ” The network of physical objects that contain embedded technology to communicate and interact with their internal states or the external environment.
  40. 40. These are things that empower and enable your people. They allow you to connect with customers and business partners. They are critical components that help power your business. Eneco has DATA Eneco has THINGS Transactional data ERP data CRM data Document/ meta data Public data Social data Devices Analytics and business intelligence tools Cloud and network- enabled infrastructure Sensors

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