10. 10
Consumers are
changed.
Ah, you’re not the
same any more!
11. 11
They are
distracted
20k 8’ -23
is the yearly number of is the attention-span is the % of people
tv ads seen by a children in front of the TV that stops trusting
advertising, from
2008 to 2010
27. 27
CRM is the creation,
development and
maintenance of long
term relationships
between customers and
companies
- CRM isn’t a software
28. 28
“The first type of CRM
is the Xmas Panettone
that my uncle give to
his customers that buy
an half cow every year
My Uncle is a butcher.”
-Anonymous
29. 29
• Focus on individual
relationship
• Limited view of customers
behaviors and groups
• Customers are segmented
by spending and
demographics data
44. 44
• Focus on individual relationship
• Limited view of customers behaviors • Focus on collaboration
and groups • Multiple connections
• Customers are segmented by spending • Value of conversations
and demographics data
54. 54
1. Let’s check
conversations
diffusion for each
country
2. Let’s find new trend
in new countries (low
level of discussions)
3. Let’s check the
sentiment status
76. 76
Organization: Microsoft, Xbox
SupportSocial Media Stats:
๏ Twitter: 55,000 followers
๏ Hours tweeting per week: 91
๏ Highlights:
๏ 5,000 outgoing tweets each week
๏ Highest customer satisfaction rates on
Twitter out of all support channels
๏ Proactive Twitter support prevents live
service calls
๏ The Guinness World Record for Most
Responsive Brand on Twitter
- Xbox