Dennis Wedderkop TED Style. Best Practice Vodafone


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In our TED-style best practices, leading digital strategists from companies such as
DELL, Vodafone, the UK Army and HRS will provide you with insightful first-hand
information about where companies stand today and their current social media

Published in: Business, Technology
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Dennis Wedderkop TED Style. Best Practice Vodafone

  1. 1. How Vodafone integratesSocial CRM datato gain Social Insightsfor Cross and Up-Selling
  2. 2. We need to know our customers – again and better
  3. 3. Data is the new oil
  4. 4. How did we do it?
  5. 5. Our Solution: Social CRM
  6. 6. 5 of top ten pages are ProSieben TV shows
  7. 7. Mobile network affinity
  8. 8. Facebook fans vs. Average Customers Over 200% higher average revenue per user 200% higher voice usage 177% higher data usage Social media users are twice as often contract customers The average customer lifetime is more than 50% higher13
  9. 9. Our Learnings
  10. 10. Much deeper customer insights1 that enrich imperfect crm data Better targetting opportunities,2 lower wasted coverage Qualitative and quantitative evidence:3 Facebook fans are highly valueable
  11. 11. Reach will still increaseLocation based and mobile data More preferences due to verb driven communication