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Mayo 2013El Impacto de las Redes Sociales y elMarketing Relacional (CRM)Tendencias y OportunidadesCafé Digital -IAB PerúJe...
¿Que es CRM?• CRM Operacional– Ventas, Servicio al Cliente, Marketing• CRM Interactivo– Email, SMS, Chat, Teléfono, Fax, C...
El nuevo ecosistema de CRM Digitalwww.jesushoyos.com
Casos de Uso del CRM Digitalwww.jesushoyos.com
Canales CoporativosComunidad +Conversaciones enMedios SocialesCRMOtrosContactCenterKnowledgebaseAlgunas Tecnologiaswww.jes...
@###&&&Canales CorporativosAnalistas / ActuariosMiden y ClasificanAnálisis y MonitoreoComunidad +Community ManagersFacilit...
1 - Redes Sociales3 - Analisis de Conversaciones2 - Comunidades 4 - Analisis de Oportunidades – CRM5 - Administracion de C...
Análisis de Conversaciones1.- Micrositio2.- Comunidad3.- Blog4.- Landing PageEstadísticas y OportundiadesAdministracion de...
Kraft.comhttp://www.diigo.com/list/jesus_hoyos/kraft-community-research• Multi-Marca & Multi-Segmento – Sub-Comunidades• P...
Sephora.comhttp://www.diigo.com/list/jesus_hoyos/sephora-community-research• Multi-Marca & Multi-Segmento – Sub-Comunidade...
…y la Publicidad?• Salesforce.com ahora no es solo CRM pero Social.com– Plataforma de Social Ads en Facebook y Twitter con...
Otras tendencias…• Buddy Media y Salesforce.com• Adobe Marketing Cloud• IBM Marketing Cloud• ExactTarget compra a Pardot• ...
Marketing Automation – La industriaInfografíahttp://www.capterra.com/infographic-top-20-marketing-automation-software-solu...
El CRM ahora es parte de mundo digital• Cambia el contexto del marketing• Cambia el contexto de la venta• Cambia el contex...
Recursos…• Lista en Twitter de Marketing Automation:– https://twitter.com/jesus_hoyos/marketing-automation• Lista en Twitt...
Mayo 2013Muchas Gracias!Panel de CRM DigitalPreguntas y RespuestasCafé Digital -IAB PerúJesús Hoyoswww.jesushoyos.com@jesu...
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El CRM en el mundo Digital

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Presentación sobre mi breve charla en el Cafe Digital sobre la fusión del CRM con el mundo digital en donde ya tenemos empresas como Salesforce.com vendiendo anuncios de Facebook y Twitter (Social.com) ya con su integracion con el CRM.

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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m77EgH } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m77EgH } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer that is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story That Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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El CRM en el mundo Digital

  1. 1. Mayo 2013El Impacto de las Redes Sociales y elMarketing Relacional (CRM)Tendencias y OportunidadesCafé Digital -IAB PerúJesús Hoyoswww.jesushoyos.com@jesus_hoyos, #scrm
  2. 2. ¿Que es CRM?• CRM Operacional– Ventas, Servicio al Cliente, Marketing• CRM Interactivo– Email, SMS, Chat, Teléfono, Fax, Call Center• CRM Analítico– Segmentación, Métricas, Business Intelligence• Cultura, Procesos, Gente– Manejo del Cambio, Organización centrada en el Cliente• CRM Colaborativo– Contenido, Redes Sociales, Comunidades, Móvil, Fotos,YouTube, Aplicaciones Sociales y Móviles, Comentarios,Reviews, Gamification• CEM – Customer Experience– ATL, BTL y Redes Sociales – procesos basado en laexperiencia del clientewww.jesushoyos.com
  3. 3. El nuevo ecosistema de CRM Digitalwww.jesushoyos.com
  4. 4. Casos de Uso del CRM Digitalwww.jesushoyos.com
  5. 5. Canales CoporativosComunidad +Conversaciones enMedios SocialesCRMOtrosContactCenterKnowledgebaseAlgunas Tecnologiaswww.jesushoyos.com
  6. 6. @###&&&Canales CorporativosAnalistas / ActuariosMiden y ClasificanAnálisis y MonitoreoComunidad +Community ManagersFacilitan Conversación Agentes CCResuelvenProblemasUsan CRMKnowledgebasePrincipales RolesActividades deBack-office de laComunidadwww.jesushoyos.com
  7. 7. 1 - Redes Sociales3 - Analisis de Conversaciones2 - Comunidades 4 - Analisis de Oportunidades – CRM5 - Administracion de Campañas - CRM7 - Monitoreo de MetricasPersonasConversacionesConversacionesPersonasTransaccionesWeb AnaliticosPersonasConversaciones6 - Ejecución de CampañasMonitoreo de MetricasResultados de CampañasResultadosdeCampañasContenidoResultados de CampañasCaso de Uso: Marketingwww.jesushoyos.com
  8. 8. Análisis de Conversaciones1.- Micrositio2.- Comunidad3.- Blog4.- Landing PageEstadísticas y OportundiadesAdministracion de CampañasProspectos calificadosMonitoreo de MetricasCRMCaso de Uso: Generación de Demandawww.jesushoyos.com
  9. 9. Kraft.comhttp://www.diigo.com/list/jesus_hoyos/kraft-community-research• Multi-Marca & Multi-Segmento – Sub-Comunidades• Plataforma de Comunidad – CommunitySpace & Pluck• CRM & Knowledge Management – RightNow• Multi/Cross Canal – incluyendo una revista, app móvil,email, redes y call center• Database Marketing, Email, Analiticos, MarketingAutomation – Epsilon• 7,000-plus Kraft-tested recipes• Unique Visitors : 2,509,175 per month• $100M in Sales Lift By Tapping Into Online Community• 360 marketing from all of their agencies• http://www.realwomenofphiladelphia.com/– 8,200 recipes from the community– 31.6 million views in less than 12 months– 40,000 women to become registered communitymemberswww.jesushoyos.com
  10. 10. Sephora.comhttp://www.diigo.com/list/jesus_hoyos/sephora-community-research• Multi-Marca & Multi-Segmento – Sub-Comunidades• Plataforma de Comunidad – Lithium /SM2 (monitoring)• Email – Strongmail• Marketing Automation – Neolane• Marketing Database – SPSS• Aplicaciones en Facebook y Móviles• Social Shooping, Reputation &Knowledge Base – BazzarVoice &Medallion• Unique Visitors : 1,724,958 per month• Increase in Sales, UGC, and improvecustomer servicewww.jesushoyos.com
  11. 11. …y la Publicidad?• Salesforce.com ahora no es solo CRM pero Social.com– Plataforma de Social Ads en Facebook y Twitter con integracióna manejo de campañas y su CRM.• Hubspot.com – plataforma de contenido y marketing automationpara la captura de consumidores y prospectos según tu marketingdigital• Marketo.com y CrowdFactory – manejo de campañas con marketingsocial y digital combinado• Oracle compra una serie de tecnologías sociales y de marketing• MS CRM compra una serie de tecnologías sociales y de marketing• Se esta fusionando el marketing digital con el CRM…www.jesushoyos.com
  12. 12. Otras tendencias…• Buddy Media y Salesforce.com• Adobe Marketing Cloud• IBM Marketing Cloud• ExactTarget compra a Pardot• Woopra y KissMetrics – mas allá de page views es el perfil de lapersona• WildFire de Google• AdParlor vs Social.com (Social Ads)• BigData para segmentación• Visializadores en la nube – Business Intelligence• Infusionsoft - marketing automation para PYMES• Blitzz SCRM – Demand Generation - #crmidolwww.jesushoyos.com
  13. 13. Marketing Automation – La industriaInfografíahttp://www.capterra.com/infographic-top-20-marketing-automation-software-solutionswww.jesushoyos.com
  14. 14. El CRM ahora es parte de mundo digital• Cambia el contexto del marketing• Cambia el contexto de la venta• Cambia el contexto de servicio al cliente• Ya no es sobre Page Views o Clicks,o Fan …• Es sobre Personas…
  15. 15. Recursos…• Lista en Twitter de Marketing Automation:– https://twitter.com/jesus_hoyos/marketing-automation• Lista en Twitter de Plataformas de Comunidades– https://twitter.com/jesus_hoyos/community-platforms• Hubspot Blog:– http://blog.hubspot.com• Proveedores– http://marketingautomation.com/marketing-automation-linkswww.jesushoyos.com
  16. 16. Mayo 2013Muchas Gracias!Panel de CRM DigitalPreguntas y RespuestasCafé Digital -IAB PerúJesús Hoyoswww.jesushoyos.com@jesus_hoyos, #scrm

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