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El Social CRM como facilitador de la Diferenciación y Colaboración con tus clientes

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Israel Romero, Applications Sales Rep. Oracle de México

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El Social CRM como facilitador de la Diferenciación y Colaboración con tus clientes

  1. 1. <Insert Picture Here>Social CRMIsrael RomeroArquitecto de Soluciones CRM
  2. 2. Safe Harbor StatementThe following is intended to outline our generalproduct direction. It is intended for informationpurposes only, and may not be incorporated into anycontract. It is not a commitment to deliver anymaterial, code, or functionality, and should not berelied upon in making purchasing decisions.The development, release, and timing of anyfeatures or functionality described for Oracle’sproducts remains at the sole discretion of Oracle.
  3. 3. CRM Social de Oracle• Las soluciones de CRM Social de Oracle entan enfocadas en ayudan a crear, administrar y generar valor para el negocio a través de conversasiones en contexto. • Incrementar y reforzar las relaciones con clientes • Incrementar a productividad de los empleados
  4. 4. • 66% de los puntos de contacto relacionados con una marca son hoy en día generados por el consumidor • 75% de la audiencia en internet pertenecen a una red social • Los miembros de comunidades llegan a más usuarios de internet (66.8%) que el correo electrónico (65.1%)Source: McKinsey Quarterly 2009, The Nielsen Company
  5. 5. Medios Sociales – El nuevo canal de CRMVendedores Centro telefónico Tienda En línea Móvil Social •Proveer una experiencia consistente en todos los canales •Obtener una visión completa del cliente •Habilitar interacciones inteligentes y personalizadas
  6. 6. Integración con plataformas de monitoreo social (Listening) • Soluciones • Prueba de Concepto para Siebel y Radian 6 enfocado en servicio • Solución existente para CRM On Demand vía Buzzient • Beneficios • Proveer un canal nuevo para medios sociales vía plataformas de monitoreo de terceros • Habilitar notificaciones sociales dentro del CRM • Permitir a los usuarios de CRM interactuar vía medios sociales • Extender el perfil del cliente en CRM para incluir información de medios sociales© Oracle Corporation 2010 – Proprietary and Confidential
  7. 7. La nueva vista de 360º del Cliente Tradicional Social Órdenes Campañas Interna ExternaUbicaciones FacturasCotizaciones Servicio Productos
  8. 8. Social Media Manager de Oracle • Acceder, interpretar y actual sobre información social en CRM • Trae notificaciones de medios sociales dentro de CRM mediante la integración con servicios de escucha de terceros • Permite que la información social dispare acciones dentro de CRM • Permite a los usuarios de CRM interactuar con medios sociales • Provee un tratamiento estandarizado a los datos sociales en CRM • Identifica a quien escuchar e interactuar en base a sus influencias • Determina el valor del cliente en base a sus transacciones y el valor que puedan generar sus referencias© Oracle Corporation 2010 – Proprietary and Confidential
  9. 9. Valor Generado• Social Media Manager • Habre la información social como un canal disponible en CRM • Provee una visión completa del cliente al incluir interacciones sociales • Permite a las compañias enfocarse en los clientes de mayor valor basandose en las transacciones y las posibles referencias
  10. 10. Tiempo invertido por ventas • 22% vendiendo de forma activa • 10% planeación de llamadas • 12% procesando órdenes • 10% sirviendo a los clientes Source: The Alexander Group
  11. 11. Evolución del CRM Social de Oracle Mejorando la productividad de ventas con aplicaciones Fusion Social Library Sales Campaigns CRM Predictor Fusion v1+ (Sales Prospector) Sales Campaigns Fusion v1 Sales Library Fusion v1 Sales Prospector RTO3 RTO2 RTO1© Oracle Corporation 2010 – Proprietary and Confidential
  12. 12. Oracle Fusion Activity Stream• Colaboración dinámica e incremento en la eficiencia • Obtener flujos de acción de actividades de negocio en tiempo real • Participar y colaborar en discusiones contextuales en tiempo real • Publicar cambios de estado, preguntas, ideas • Compartir documentos, ligas, foros y video • Comentar sobre las publicaciones y actividades de otras personas • Filtrar actividades y foco relevantas a las converaciones• Fuentes simples y fáciles de usar • Vista única de actualizacion de actividades • Todas las actividades entre organizaciones • Todas las actualizaciones contextuales • Seguir personasl • Seguir objetos de CRM • Seguir comunidades
  13. 13. CRM Social de Oracle• Oracle provee información relevante basada en analíticos y colaboración en tiempo real para incrementar la productividad de los usuarios• Oracle habilita el relacionamiento con comunidades de clientes• Oracle provee una vista completa del cliente (transaccional y social)• Oracle esta habilitando capacidades sociales en todas sus líneas de productos

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