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Social CRM - AVEA
- 1. A new Approachto Customer Care Services When Two Worlds Meet Avea Project Management
- 2. Evolution of CustomerTouch Points CRM 1.0 CRM 2.0 • Blogs • Microblogs • Price comparison website • RSS • Podcast • Phone • Phone • Wikis • Fax • Fax • Social Networks • Email • Email • Service • Service • Widgets • Letters + • Letters • Video sharing • Personal contact • Personal contact • Company’s website • Photo sharing • Company’s website • SMS • SMS • Instant Messenger • Forums • Auction website • Instant Messenger • Chat • Chat • Slides sharing • Media • Media • Reviews and ratings in retail sites • Wish lists • Social Bookmarking • Single view of the customer based on the interactions • Single view of the customer is far more complex to achieve. history, customer profile data residing in the company’s base Besides internal information, the company must rely on external and data integration with internal systems information such as customer profiles in social networks and his behavior when participating in a community. • Company owns the data but it is limited to previous interactions • Customer and other web 2.0 sites own part of the precious data Avea Project Management
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- 6. SOCIAL MEDIA AND CRM WILL THEY BLEND? Avea Project Management
- 7. Let’s Find Out •What is Social CRM • Advantages and Opportunities • Putting SCRM into practise Avea Project Management
- 8. What is SocialCRM People Have access to every possible information.Therefore Customers No longer need to listen, they will just talk each other. Meaning Trust Today works totaly different then it is used to Avea Project Management
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- 13. 2 Advantages AndOpportunities Avea Project Management
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- 15. • TastiRewards incentivizes customers to associate their Twitter, Facebook and Foursquare accounts with their Tasti D-Lite membership cards. • Each time your card is swiped, your Twitter/Facebook/Foursquare status is updated and you earn extra points. Avea Project Management
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- 18. Comcastcares AveaProject Management
- 19. 3 Putting ThingsInto Practice Avea Project Management
- 20. MONITORING ✓ Similar tosocial media, you can’t engage in social CRM without listening first. ✓ Monitor the social web for relevant content. Avea Project Management
- 21. MAPPING ✓ Identify who’stalking. Do we already know this person on other social networks, our own database, ...? ✓ Get people to map their profiles themselves (in return for rewards). Avea Project Management
- 22. Management ✓ The rulesand processes that define what we’re going to do with what we just learned: ✓ When are we going to respond how? ✓ How do we dispatch information to whom (remember social crm is about the entire organisation)? Avea Project Management
- 23. MIDDLEWARE ✓ The seamless integrationof social and corporate data MEASURE ✓ We probably no longer need to convince you of the importance of measuring ... ✓ Yet what you can’t measure, you can’t improve. Avea Project Management
- 24. Status • We have10 Agent in Gunesli,Istanbul • Poor Twirtter Analyze • Facebook- Socialbakers.com CRM Marketing DNA Agenc y Avea Project Management
- 25. Telecomunication Companies Activities on Twitter Company Tweets Following Followers Creation Date Extra AveaDestek 1424 1353 2364 21 July 2010 TurkcellHizmet 4854 5948 6962 12 Jan 2011 Hesaplarını aktif olarak kullanmıyorlar twitterda şikayet VodafoneTR 31 408 4050 twitleri dolaşıyor en son geçen sene twit girmişler. TTDestek 1371 1113 817 11 june 2010 Normal bankanın twitter hesabı üzerinden sorunları çözme FinansBank 265 2100 2320 hizmeti veriyoer. Garanti 433 2160 7369 Destek için /iletisim adresine yönlendiriyor. Mümün Akbank 761 5 2570 olduğunca twitter üzerinden sorun talebi almamaya çalışıyor. destek için /iletisim adresine yönlendiriyor. Mümkün IS_BANKASİ olduğunca twitter üzerinden sorun talebi almamaya çalışıyor. Avea Project Management
- 26. Requirements • Social Media–Siebel Integration • Sosyal Media Analyze Tools Avea Project Management
- 27. Free Service TweetStats.com Avea Project Management
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- 29. Tools that canbe used Radian6 Online twitter analyze Trackur web sites ViralHeat Softwares SalesForce.Com Powerful Software Oracle Siebel Companies SAP CRM Avea Project Management
- 30. Fiyatı Aylık EnFazla 100$ Olan Servisler: • swixhq – aylık 49 dolar • bantamlive – aylık 49 dolar • buzzding - aylık 49 dolar • postrank – yıllık 99 dolar • wordtracker – aylık 59 dolar • pingdom – aylık 40 dolar • Mint – aylık 30 dolar. • Chartbeat, ilk 30 gün ücretsiz, aylık 10 dolar • Raven, aylık 79 dolar, ilk ay ücretsiz, sınırsız site, 5 keyword. • ViralHeat, aylık 89 dolara business sınıfı • Ubervu, 30 keyword aylık 50 dolar. • Reputation Defender aylık 15 euro • reputationhq, aylık 50 dolar • startpr, aylık 50 dolar 15 kelime • imooty, aylık 49 euro Avea Project Management
- 31. Fiyatları 197 $ile 999 $ Arasında Değişen Servisler: • ScoutLabs, aylık 449 dolar, 10 search. • BrandsEye, aylık 350 dolar – Sınırsız • Trendrr, aylık 999 dolar – Sınırsız • thesearchmonitor aylık 399 dolar • buzzstream aylık 199 dolar • trackur aylık 197 dolar • jamiq 10 keyword aylık 500 dolar Avea Project Management
- 32. Recommendations Radian6 is theindustry leader in social media analysis. Avea Project Management
- 33. Thanks for yourattention Şahin UZUN Alternative Channels & Project Management Intern Avea Project Management
Editor's Notes
- #16 Tasti treatcard (tastirewards)