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Social Media and Information Management

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Social Media and Information Management

  1. 1. Social Media and Information ManagementHelmut Schnabl / Omri BergmanGeraser IT-Tage XVI, 2011
  2. 2. Some 110,000 employees in 40 countries support our clients around the globe Central & North America UK & Ireland France Benelux Nordic Eastern Europe 8,667 8,515 19,927 10,782 Countries 4,012 7,928 Russia Canada Europe USA China Morocco Mexico Hong Kong India Guatemala Singapore Brazil Chile Australia Argentina South America Morocco Spain/ Italy India Asia Pacific 8,501 350 Portugal 4,748 1,604 30,859 2,805Group HeadquartersParis, France as of Dec 31, 2010 Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 4
  3. 3. With our services we deliver tailored solutions –sustainable, reliable, cost-optimized Consulting Local Professional Services Technology Outsourcing (Capgemini Services Services Services Consulting) (Sogeti)As a full service provider, we offer a broad range of services from a single source – from developing strategies to maintaining IT systems. Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 5
  4. 4. Capgemini combines substantial functional competence with profound industry know-howSelected client references Energy, Manufacturing, Telecom, Financial Public Automotive Utilities & Retail & Media & Services Sector Chemicals Distribution Entertainment Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 6
  5. 5. AGENDA• Introducing Capgemini• Social Media … Hype or Flop ?• Social Insight into Action - Social CRM• Summary Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 7
  6. 6. Social Media – Hype or Flop?IT Trends 2011 Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 8
  7. 7. Capgemini and L.S.Z. Consulting jointly conducted a surveyin order to better understand the market situation Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 9
  8. 8. Social Media is... ...nothing new?! Image: dream designs / FreeDigitalPhotos.net Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 10
  9. 9. Social media – Corporation environment exampleExternal Internal User behaviour Communication method Corporate strategy listen publish interact How do you want to participate? Real-time? Image: dream designs / FreeDigitalPhotos.net Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 11
  10. 10. The volume of customer conversations is exploding 1 billion Tweets per week 48 hours Video uploaded per minute To YouTube 750 million Facebook users worldwide 24 hours Time taken by Charlie Sheen To amass 1m Twitter followers ? What will be the new “new thing”? Control of the conversation has shifted to the customer. Customers are defining how, when and where they interact with brands, content & services Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 12
  11. 11. AGENDA• Introducing Capgemini• Social Media … Hype or Flop ?• Social Insights into Action- Social CRM• Summary Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 13
  12. 12. If you can’t see your social data, you’re driving blind when itcomes to planning for your company’s future Noise Insight Action Customer Interaction Vision “Hi Jane, On behalf of XYZ Corp. we are sorry to hear of your experience. Please be advised this matter is Scenario 1 being investigated” “I ordered a phone three weeks ago and it still hasn´t @Celebrity Tweeter – arrived!” - Jane“ Level 2 “We‟re delighted you‟ve purchased a Filter 1 Case new Smartphone and would love to Community Management hear your feedback! We‟ve released a Scenario 2 Filter 3 user guide on the app store for you.” “Can´t wait to get Text Analytics Opportunities home to my Level 1 Smartphone... it´s @General Forum Tweeter – just like my pet dog” Reactive “Smartphone company is pleased to - Celebrity Tweeter Response Filter 2 Threats Level 3 offer all Celebrity fans a 5% discount with Smartphone orders by end of Nov.” Social Media Business Monitoring Process Management Scenario 3 Manufacturer creates “It loses signal a team comprising really easily” product marketing, product engineering and legal to investigate reception issue “The reception is intermittent” Launch outbound marketing campaign to offer “The reception customers a solution is sometimes very poor” Cross-Selling Business Rules Customer Insight Command Centre changed to offer free solution product with all purchases Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 14
  13. 13. Different business areas are influenced by social media Enterprise wide Customer Interaction  All processes  Marketing  SalesDegree of Social Customers  Service Social CRM Branding and HR Cost reduction  HR  Production development  Corporate Communication  Production  Procurement  Logistics Market competitetiveness Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 15
  14. 14. Social media challenges to rethink classical CRM – Social Customer Relationship Management (SCRM) CRM Social CRM (SCRM)• Customer Relationship Management is internally • SCRM is Customer experience focused and focused Relationship driven; Customers can define the timing, process & channel of interaction.• CRM enables the collection and use of customers data and is mainly data and information driven • Customer Service has marketing effects• The main objective is to optimise Marketing, Sales and • Data is soft facts like opinions, feelings and intents. Service processes • Consistent user experience across all channels:• The communication process towards the customers is Marketing, Sales and Services are fully integrated with a Inside-out single customer view • SCRM enable Outside-in communication process Marketing Sales Service ServiceSCRM doesn’t replace traditional CRM; It’s an extension of with an emphasis on the “R”elationships. It’s the company’s response to the customer’s ownership of the conversation Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 16
  15. 15. Companies have to change or enhance their processes to implement insight into action: SCRM Operation ModelOutside-In Customer to Customer Social Listening & Sentiment Customer Experience Analysis Operational CRMCustomer Channels Face to Chat / IVR email Mobile OnlineStrategy Face Phone SMS People & Eco- Incentives System Collabo- Skills Culture & Knowledge Business (Enterprise ration Alignment Intelligence 2.0) Lean & Agile Processes Marketing Sales Billing & Debt ServiceInside-Out Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 17
  16. 16. Your enterprise architecture has to integrate new applications and BI methods in order to leverage social mediaNoiseListenAction Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 18
  17. 17. AGENDA• Introducing Capgemini• Social Media … Hype or Flop ?• Social Insights into Action- Social CRM• Summary Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 19
  18. 18. Opportunity or Threat, Hype or Flop – How is social mediainfluencing your businessSocial media is part of your company„s ecosystem. If you ignore it, do it withpurpose and strategically aligned. Otherwise leverage opportunities andmitigate threats. Business Perspective IT PerspectiveOperation model to ensure appropriate Business – IT alignment: Derive fromhandling of analytics and interaction. SM-Strategy the according IT strategy.Derive social media strategy from your Integrate new applications intobusiness and functional strategies enterprise architecture (IM Level, Application Level) Image: dream designs / FreeDigitalPhotos.net Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 20
  19. 19. Further information YouTube - Social Insight Into Action “Every generation needs a revolution” Thomas Jefferson Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 21
  20. 20. Contact information Please contact: • Helmut Schnabl, Principal Consultant helmut.schnabl@capgemini.com • Omri Bergman, Subject Matter Expert omri.bergman@capgemini.com Social Media and Information Management.pptx © 2011 Capgemini. All rights reserved. 22
  21. 21. www.capgemini.comThe information contained in this presentation is proprietary. ©2011 Capgemini. All rights reserved

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