Singapore2909 Social

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Singapore2909 Social

  1. 1. Smart Strategies with Social CRM <br />Michel van Woudenberg<br />General Manager Asia Pacific Oracle CRM On Demand<br />September 2010<br />
  2. 2.
  3. 3. <ul><li>66% of all touch points related to a brand are now consumer generated
  4. 4. 75% of the global internet audience is engaged on social networks
  5. 5. Member communities reach more internet users (66.8%) than email (65.1%) </li></ul>LEVERAGE <br />SOCIAL<br />Source: McKinsey Quarterly 2009, The Nielsen Company<br />
  6. 6. <ul><li>The world spends over 110 billion minutes on social networks and blog sites.
  7. 7. 1 in every 4 and ½ minutes spent online is on social media platforms
  8. 8. The average visitor spends almost 6 hours a week</li></ul>Source: The Nielsen Company<br />
  9. 9. You are not aware of your customer/prospect conversations out there<br />Your customers trust opinions ‘out there’ more than your representatives & marketing messages<br />Those conversations in social media are out in the open and can promote or damage brands if not handled properly<br />You are probably not leveraging these conversations to sell more products/services<br />Your Social Media Business Problem<br />© Oracle Corporation 2010 – Proprietary and Confidential<br />
  10. 10. Listening Platform Integration<br />Solution<br />Existing solution for CRM On Demand through Buzzient<br />Benefits<br />Makes social media information actionable within CRM<br />Allow CRM users to interact with Social Media<br />Extend the customer profile in CRM to include Social Media information<br />Provides standards-based approach to process social data in CRM<br />Identifies who to listen to and interact with based on their influence<br />
  11. 11. Community Manager Dashboard<br />
  12. 12. Service Request from Social Media Post<br />
  13. 13. Agents responds from within CRMOD<br />
  14. 14. Combined Analysis – Social Media Sentiment v. Service Request Volume (Product Level)<br />
  15. 15. Combined Analysis – Social Media Sentiment v. Service Request Volume (Brand Level)<br />
  16. 16. Social Monitoring Value Proposition <br />Strengthen relationships with people who matter the most to business by analyzing their influence and giving priority responses<br />Allow more timely service by capturing issues discussed via social media in CRM to be processed and routed for quick response<br />Enable more effective call deflection by capturing relevant conversations and augmenting knowledge database with community provided responses<br />Capture sales leads easily and ensure follow up<br />Improve product quality and accelerate innovation by listening to customer feedback <br />

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