This document discusses how social media like Twitter can be used for customer relationship management. It highlights how the real-time nature of these tools allows companies to engage customers across multiple channels and provide timely, personalized experiences. Examples are given of companies using Twitter for crisis communication, flash sales, traffic updates and more. The conclusion is that social CRM solutions should be simple and open to deliver value for both businesses and customers.

1. Twitter and Real-time information New tools for customer relationship Club CRM Paris, 11th March 2009

2. Agenda The problem : dealing with information overload The approach : open and customer-centric Selected Solutions : use cases and tools overview

3. Sommaire The problem : dealing with information overload and intrusiveness The approach : open and customer-centric Selected Solutions : use cases and tools overview

4. CRM is about relationships … that translate into connections and messages Datamining Sales force automation Campaign Management Customer Service

5. And the trend is to multiply touchpoints ! T ransactional CRM Relational CRM Social CRM … Multiple channels and frequencies

6. Welcome to the Twitter era ! Source : http://headrush.typepad.com/creating_passionate_users/2007/03/is_twitter_too_.html … How do we access and filter all this information ?

7. Sommaire The problem : dealing with information overload and intrusiveness The approach : open and customer-centric Selected Solutions : use cases and tools overview

8. Timing is right : usage and tools have emerged

9. The Feed is a key feature of Facebook, and now … Source : ifop Dec 08, sample of 3046 persons representative of the French population http://www.ifop.com/europe/sondages/opinionf/reseauxsociaux2008.asp

10. Twitter crosses the chasm, bringing the « now web » to large audiences A reality for 11% of US internet users … and soon elsewhere ? Source : http://www.pewinternet.org/Reports/2009/Twitter-and-status-updating.aspx

11. An interface revolution : from anxiety to addiction Mailbox Inbox Feed Week Day Real-time © Pictures : Martin LaBar (Flickr), Webdockonline.com, Gooclip.net Capacity Filter Attention Subscription Subscription Follow

12. Open platform integrates different feeds origins and formats And even a digest email …

13. Multiple notification possibilities

14. To summarize : Social Feeds’ key aspects

15. Mobile internet is still small but growing fast

16. Real-time and « location based services » : a match for mobility !

17. Location sharing : the missing piece for context More : http://www.wired.com/gadgets/wireless/magazine/17-02/lp_guineapig?currentPage=all

18. To summarize, location sharing’s key aspects

19. Sommaire The problem : dealing with information overload and intrusiveness The approach : open and customer-centric Selected Solutions : use cases and tools overview

20. Use cases : a quick overview of selected solutions 1 2 3

21. Already thousands of businesses on Twitter Let’s have a look at some innovative uses … In France : L’Express, France24, La Redoute, Renault, Club Med, …

22. Last-minute changes : critical information Crisis management : tornados in France in January 2009 Threat identification and evaluation : Mumbaï terrorist attack

23. Crisis management : SNCF and ERDF joining for tornados An initiative started by a journalist / blogger « Elysee Inside » (Geoffrey La Rocca) http://www.lepost.fr/article/2009/01/26/1400284_un-fil-twitter-pour-suivre-l-actualite-de-la-tempete.html

24. Real-time threat assessment … Source : http://www.foreignpolicyjournal.com/articles/2009/01/15/battle_new-medias-moment-in-mumbai.html Snapshots uploaded live from the attacks in Mumbai

25. Optimization: opportunistic information Flash sales : Dell Outlet Traffic information : French RATP’s line 13 or NYC’s Shakeshack burger restaurant Real-time enriched information : Seesmic, Qik and Ustream mobile video casting

26. Flash sales : Dell Outlet did $1M in 2008 via Twitter ! More : http://www.internetnews.com/webcontent/article.php/3790161/What+Keeps+Twitter+Chirping+Along.htm

27. Real-time traffic information : RATP’s line 13

28. Rich media conversations Small videos uploaded live from PC or mobile phone…

29. Discovery : serendipity and recommandation Media distribution : magazine’s news feed Live event experience : CNN / Facebook or Current TV / Twitter for the US presidential inauguration Social network : « Boarding »

30. Traditional media adopting social media

31. Live events conversations : the US presidential inauguration Video + micro-blogging for a shared experience…

32. Socialize at airports with Boarding A simple #boarding + airport code in the Twitter stream …

33. Conclusion : make it simple is beautiful !

34. More innovation in CRM … GRC Communities and loyalty Conversation and co-design Mobility and Contextualisation Intelligent Agents Podcasts Micro-formats 2D barcodes Location-based services Facebook groups Community sites

35. For more information … UlyssCo 64, rue de Rambuteau I 75003 Paris I France Tél. : +33 1 40 27 8383 I Fax : + 33 1 42 72 2003 Contact : [email_address] Twitter : adebuche