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4sq + SCRM
                                                       Mayor Stefano Mizzella



http://www.flickr.com/photos/roomjosh/2072272160/
Social CRM
Social CRM is the company’s response to
the customer’s ownership of the
conversation.                  Paul Greenberg



Le citazioni del vs brand sui social sono
email per voi, con in cc: il mondo
intero.
                                  Gianluca Diegoli
Traditional Customer
Social Customer



                                                            Some 90% of buyers trust peer
                                                            reviews and 70% trust online
                                                            reviews
                                                                     American Marketing Association



http://www.flickr.com/photos/dpstyles/4107097443/
The end goal of CRM is to allow the company to effectively manage
the customer in order to keep them purchasing a product or service.
Social CRM involves companies
collaborating with their customers to
create advocacy, by improving
customer experiences.
Framework
Social
                        Service &
                        Support

               Social                 Social
               Sales                Innovation




    Social                                  Collaboration
   Marketing


                        Business
                         Values
  Social
                                                 Customer
Customer
                                                 Experience
 Insights
Social Customers Insights
Most recent visitors
Most frequent visitors
Time of day people check in
Total number of unique visitors
Histogram of check-ins per day
Gender breakdown of customers
Check-ins broadcast to Twitter and Facebook
Sentiment
Key infulencers
Top sources
Top mentions
Customers tips
Social Marketing

Own your venues

Create a multi-platform strategy

Design a playful engagement

Follow your visitors on Twitter

Mirror your venues on Facebook
Social Sales
Utilize tips

Promote Check-ins

Offer specials to mayors

Offer specials to everyday visitators

Target first time customers

Reward loyalty

Track ROI
Foursquare + Square




Hutch Carpenter
Social Service & Support

Consider your customers as a community

Offer real-time feedbacks and support

Provide fun & usefull informations

Recruit and reward brand ambassadors
Social Innovation
Collaboration
Customer Experience
Results
Social Customer Insights

Social Marketing

Social Sales

Social Service & Support

Social Innovation

Collaboration

Customer Experience
Thanks
 @stefanomizzella
 stefano.mizzella@open-knowledge.it
 www.socialmediascape.org

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4sq + SCRM

  • 1. 4sq + SCRM Mayor Stefano Mizzella http://www.flickr.com/photos/roomjosh/2072272160/
  • 2.
  • 4. Social CRM is the company’s response to the customer’s ownership of the conversation. Paul Greenberg Le citazioni del vs brand sui social sono email per voi, con in cc: il mondo intero. Gianluca Diegoli
  • 6. Social Customer Some 90% of buyers trust peer reviews and 70% trust online reviews American Marketing Association http://www.flickr.com/photos/dpstyles/4107097443/
  • 7. The end goal of CRM is to allow the company to effectively manage the customer in order to keep them purchasing a product or service.
  • 8. Social CRM involves companies collaborating with their customers to create advocacy, by improving customer experiences.
  • 10. Social Service & Support Social Social Sales Innovation Social Collaboration Marketing Business Values Social Customer Customer Experience Insights
  • 11. Social Customers Insights Most recent visitors Most frequent visitors Time of day people check in Total number of unique visitors Histogram of check-ins per day Gender breakdown of customers Check-ins broadcast to Twitter and Facebook Sentiment Key infulencers Top sources Top mentions Customers tips
  • 12. Social Marketing Own your venues Create a multi-platform strategy Design a playful engagement Follow your visitors on Twitter Mirror your venues on Facebook
  • 13. Social Sales Utilize tips Promote Check-ins Offer specials to mayors Offer specials to everyday visitators Target first time customers Reward loyalty Track ROI
  • 15. Social Service & Support Consider your customers as a community Offer real-time feedbacks and support Provide fun & usefull informations Recruit and reward brand ambassadors
  • 20. Social Customer Insights Social Marketing Social Sales Social Service & Support Social Innovation Collaboration Customer Experience