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Oracle Executive Summit Macau


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Using Social CRM To Elevate Customer Experience

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Oracle Executive Summit Macau

  1. 1. Using Social CRM To Elevate Customer Experience<br />Michel van Woudenberg<br />General Manager CRM Asia Pacific<br />
  2. 2. Safe Harbor Statement<br />The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.<br />Thanks to MissRogue for sharing her content.<br />
  3. 3. <ul><li>The world spends over 110 billion minutes on social networks and blog sites.
  4. 4. 1 in every 4 minutes spent online is on social media platforms
  5. 5. The average visitor spends almost 6 hours a week</li></ul>Source: The Nielsen Company<br />
  6. 6. 66% of all touch points related to a brand are now consumer generated<br />75% of the global internet audience is engaged on social networks<br />Member communities reach more internet users (66.8%) than email (65.1%) <br />Source: McKinsey Quarterly 2009, <br />The Nielsen Company<br />
  7. 7. But Twitter is not the answer<br />
  8. 8. Facebook is not the answer<br />
  9. 9. Blogs, Vlogs, Videosharing and IM are not the answer<br />
  10. 10. None of these are guaranteed to…<br />
  11. 11.
  12. 12.
  13. 13. Social CRM Has Two Sides…<br />
  14. 14. First…..your employees<br />
  15. 15.
  16. 16.
  17. 17. Google Apps<br />Google App Engine<br />Google Gadgets<br />Corporate Firewall Secure Data Connector <br />Secure Data Connector <br />Oracle Applications<br />
  18. 18. Create Appointments<br />Business Intelligence<br />Search<br />Share leads<br />Contacts<br />Alerts<br />Find an Address<br />Lookup<br />Check Schedule<br />Call<br />Approvals<br />Update Leads<br />Check To Dos<br />HR<br />Follow-up<br />Jot Notes<br />Connect with Teams<br />
  19. 19. And Then There is Your Customer<br />
  20. 20.
  21. 21. Your Customer is Better Informed<br />Your Customer is Always On<br />Your Customer has Higher Expectations<br />Your Customer has More Options<br />
  22. 22. Your Customer Decides How & When They Interact with You<br />
  23. 23. Your Customers Typically Buy Like This<br />Research<br />Shop<br />Buy<br />Service<br />Pickup<br />Web<br />Buy Online<br />Buy Online<br />Comparison Site<br />Chat<br />ContactCenter<br />Call to Research Accessory<br />Place Order<br />Visit Retail Store<br />In-Store<br />Local Store<br />Kiosk<br />Catalog<br />BeginCatalogOrder<br />Browse Catalog<br />MobileDevice<br />GoogleSearch<br />Product Info<br />eMail<br />Email Order <br />Confirm w/Rec<br />Social<br />Facebook Fan Club<br />Share Experience on Twitter<br />Read Reviews<br />Troubleshoot<br /> On Community<br />
  25. 25. Social Redefines Lifetime Value in CRMInfluence is a Critical Component<br />Purchased $10,000<br />Purchased $1,000<br />Influenced $0,000<br />Influenced $100,000<br />LTV $10,000<br />LTV $101,000<br />can you determine the value of Influence?<br />Oracle Confidential: Not for Distribution<br />
  26. 26. Social Media Manager New Customer Lifetime Value<br />Oracle Confidential: Not for Distribution<br />
  27. 27. Leverage Social CRM In- & Externally<br />Enable the X-Channel Customer Experience<br />Include Influence in Lifetime Customer Value <br />