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Social CRM - Evolua de fãs e seguidores para clientes engajados na web - Rafael Kiso

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Veja nesta palestra o que é CRM Social e como implantar essa novo modelo de engajamento do cliente. Faça seu negócio trabalhar com as mídias sociais, beneficiando os departamentos de vendas, marketing, suporte, serviço, inovação, experiência do cliente. Isso é Social Business. Palestra do Rafael Kiso, diretor de novos negócios da Focusnetworks, e consultor de Planejamento Estratégico Digital da Mídia Next.

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Social CRM - Evolua de fãs e seguidores para clientes engajados na web - Rafael Kiso

  1. 1. “41% de mais de 1.000 empresas e agências pesquisadas tiveram ‘nenhumretorno sobre o investimento em qualquer dinheiro gasto em canais sociais em 2011’”eConsultancy, State of Social Report, November 2011
  2. 2. Mídia Social precisa dar suporte aos Objetivosde Negócios através do Social CRM
  3. 3. Para entender a evolução doCRM é necessário entender aevolução do cliente.
  4. 4. E encare os fatos...
  5. 5. Como resolver essa realidadeemergente?
  6. 6. Entendendo primeiro o CRM
  7. 7. Entendendo o Social CRM
  8. 8. O CRM Social engloba um espectro muito maior deinterações dos clientes no qual não é controlado pelaempresa.• • •• • •• • •• • •• • •• • •• • •• • •• • • • • • •
  9. 9. Portanto, CRM Social ainda éCRM, porém com mais valor.
  10. 10. Conversação como forma de engajamento
  11. 11. CRM Social é evoluir de fãs eseguidores para clientesengajados com a marca.
  12. 12. É um novo conceito de Social Prismcomo os negócios & Network Effectdeverão se comportar ao Knowledge Managemententender do poder dasmídias sociais e a Financeiro Social Mediarevolução que a web 2.0trouxe ao mercado.É uma tradução dautilização da Web Social Átomo Aprendizado Visão epara elevar os negócios & Crescimento Social Estratégia Clientese a comunicação a um Digitalnovo patamarcompetitivo através dacolaboração com a Crowdsourcingcadeia de negócio Processos Internosusando o Balanced Co-creationScorecard. Experiencehttp://bit.ly/9azRcN
  13. 13. E como aplicar o CRM Social naminha empresa?
  14. 14. Dado os orçamentos apertados de hoje, recursoslimitados, e pouco tempo, as empresas precisam sefocar em pontos de entrada
  15. 15. Os 18 casos de uso de negócios
  16. 16. Os 18 casos de uso de negócios - Prioridades
  17. 17. =
  18. 18. Exemplos de Objetos Sociais
  19. 19. O CRM Social precisa filtrar o ruído das mídiassociais através dos 5 Ms
  20. 20. Ferramenta de Monitoramento
  21. 21. Os 18 casos de uso de negócios
  22. 22. Social Media MarketingINSIGHTS DE MARKETING – ESCUTE ANTES DE FALAR
  23. 23. Social Media MarketingRESPOSTA RÁPIDA DE MARKETING – DEFENDENDO A MARCA
  24. 24. Social Media MarketingRASTREAMENTO DE CAMPANHAS – OTIMIZAÇÃO EM TEMPO REAL
  25. 25. Social Media MarketingGERENCIAMENTO DE EVENTOS – O QUE ACONTECE PESSOALMENTE VAI PARA A WEB
  26. 26. Os 18 casos de uso de negócios
  27. 27. Vendas SociaisINSIGHTS DE VENDAS – ENCONTRANDO SEUS PROSPECTS E CLIENTES
  28. 28. Vendas SociaisRESPOSTA RÁPIDA DE VENDAS – PEGANDO UM LEAD NO AR
  29. 29. Roubando clientes via Twitter
  30. 30. Vendas SociaisGERAÇÃO PRÓ-ATIVA DE LEADS – USANDO O P2P
  31. 31. Os 18 casos de uso de negócios
  32. 32. Suporte SocialINSIGHTS DE SUPORTE – ONDE HÁ FUMAÇA SOCIAL HÁ FOGO SOCIAL
  33. 33. Suporte SocialRESPOSTA RÁPIDA DE SUPORTE – DESCOBRINDO QUE O TEMPO REAL NÃO É RÁPIDOO SUFICIENTE
  34. 34. Suporte SocialEXERCITO NÃO PAGO P2P – USE SEUS DEFENSORES E GANHE ESCALA
  35. 35. Suporte Social – Caso PrudenceEXERCITO NÃO PAGO P2P – USE SEUS DEFENSORES E GANHE ESCALA
  36. 36. Os 18 casos de uso de negócios
  37. 37. Suporte SocialINSIGHTS DE INOVAÇÃO – PEGUE TENDÊNCIAS DE INOVAÇÃO BEM DEBAIXO DO SEUNARIZ
  38. 38. Case Dell IdeaStorm
  39. 39. Suporte SocialP&D VIA CROWDSOURCING – INOVAÇÃO EM TEMPO REAL E RÁPIDO
  40. 40. Os 18 casos de uso de negócios
  41. 41. ColaboraçãoINSIGHTS DE COLABORAÇÃO – FUNCIONÁRIO QUE ESCUTA PRIMEIRO GANHA OPODER PARA OFERECER AS MELHORES SOLUÇÕES
  42. 42. ColaboraçãoCOLABORAÇÃO CORPORATIVA – NEM TUDO MORA DENTRO DO SHAREPOINT
  43. 43. ColaboraçãoCOLABORAÇÃO ESTENDIDA – AJUDE-ME A TE AJUDAR
  44. 44. Os 18 casos de uso de negócios
  45. 45. Experiência do ClienteEXPERIÊNCIA CONTÍNUA DO CLIENTE – CLIENTES NÃO LIGAM PARA QUALDEPARTAMENTO VOCÊ TRABALHA
  46. 46. Case Yázigi Travel
  47. 47. Case Yázigi Travel
  48. 48. Case Yázigi Travel
  49. 49. Case Yázigi Travel
  50. 50. Case Yázigi Travel
  51. 51. Experiência do ClienteEXPERIÊNCIA VIP – RECOMPENSEU SEUS MELHORES CLIENTES SENÃO PERCA-OS
  52. 52. Camarote Cia Athletica
  53. 53. Foursquare Mayor Specials
  54. 54. Ok! Quais são os primeirospassos para começar o CRMSocial?
  55. 55. Uma pequena empresa na prática...
  56. 56. O CRM Social reconecta asempresas com seus clientes.
  57. 57. Como o CRM se transformou em CRM Social
  58. 58. O seu futuro competitivodepende disso!
  59. 59. Obrigado e até a próxima! Rafael Kiso rafael.kiso@focusnetworks.com.br Siga-me: @rkiso

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