CCCRM 2012 Argentina Crowdsourcing - La próxima idea millonaria vendra de sus clientes

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CCCRM 2012 Argentina Crowdsourcing - La próxima idea millonaria vendra de sus clientes

  1. 1. CCCRM Argentina 2012 La próxima idea millonaria vendrá de tus clientes Estrategia de Crowdsourcing de Innovación para Contact Center/CRM Estuardo Robles estuardo@icanmakeitbetter.com Twitter: @tatarobles +1.540.999.8282
  2. 2. The Perfect Storm Latin and Hispanic Markets are ideal right now • Two markets • US Hispanic • Latin American • Both are growing rapidly • Fastest-growing subsegments • Actually accelerating (not for long) • This makes for a perfect storm • General principle: something will stick
  3. 3. Crowdsourcing Quick Definition Crowdsourcing = Human Computation • Before: Few people doing a lot of thinking • Today: Lots of people doing little bits of thinking • The “democratization” of innovation
  4. 4. The Perfect Storm Latin and Hispanic Markets are ideal right now
  5. 5. The Perfect Storm Latin and Hispanic Markets are ideal right now • 3x average - Linkedin, foursquare and Pinterest
  6. 6. US Hispanics + Latin America Demographics • Latin America: 560 Million person market (190M Brazilians 370M Latins) • Combined GDP exceeds $5 Trillion • Recently Brazil, Peru, DR, Panama, Costa Rica growing at 7% per year • Brazil passed Italy in 2011 as World’s 7th largest economy • Highest mobile density in the World • Highest urban density in the developing World, by far Hours per day on Social Media Argentina Russia Brazil UK US World Hours 9.2 6.6 6.3 4.7 4.2 3.7 Source: Comscore Rank 1 2 3 6 9
  7. 7. US Hispanics + Latin America Young and Highly Diverse Population COUNTRY USA Guatemala Argentina Bolivia Brazil Chile Colombia Costa Rica Cuba D. Republic Ecuador El Salvador Honduras Mexico Nicaragua Panama Paraguay Peru Puerto Rico Uruguay Venezuela Total POPULATION 50,000,000 13,776,517 40,134,425 10,907,778 192,272,890 17,063,000 45,393,050 4,253,897 11,236,444 8,562,541 13,625,000 6,134,000 7,810,848 111,211,789 5,891,199 3,322,576 6,349,000 29,461,933 3,967,179 3,494,382 26,814,843 561,183,291
  8. 8. US Hispanics + Latin America How could they be part of the solution Antes América Latina era el problema y hoy es parte de la solución" Felipe Larraín, Chilean Minister of Treasury (Hacienda) Source: America Economia
  9. 9. Crowdsourcing Strategy Start with Latin and Hispanic Markets #1 USA #3 MidEast #2 LATAM • Why not then English speaking world? Then… Europe China Russia AsiaPac India Africa Oceania
  10. 10. Crowdsourcing Strategy Start with Latin and Hispanic Markets • Hispanic + Latam: The perfect storm, combines everything: – Low competition, – Easy(ier) to localize • Same alphabet! • One language hits many markets – Cultural affinity – Multiple countries – small & large • Replicate your success easily • Apply lessons to US Hispanic Market – Go back and forth between north/south
  11. 11. CCCRM Argentina 2012 Thank You Estuardo Robles estuardo@icanmakeitbetter.com Twitter: @tatarobles +1.540.999.8282

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