Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Social media week 2012 - CRM presentation at Social Data and Privacy Event

1,438 views

Published on

Most people when the think of social media just want to get likes on facebook and followers on twitter. In this presentation I try to explain how to unlock the true potential of social media networks using social data and a CRM system

http://itiswhatit.is

Published in: Business
  • Be the first to comment

Social media week 2012 - CRM presentation at Social Data and Privacy Event

  1. 1. ChrisHeffer.com@theotherhef
  2. 2. ChrisHeffer.com - @theotherhef Social media user since 2004 Social Business Evangelist Social specialist Speaker & Blogger on Social #SMWSOCIALDATA
  3. 3. Who is €14.2 b 130 countries 60,000 employees
  4. 4. What is CRM? @TheOtherHef #SMWSOCIALDATA
  5. 5. What is CRM? @TheOtherHef #SMWSOCIALDATA
  6. 6. What is CRM? @TheOtherHef #SMWSOCIALDATA
  7. 7. What is CRM? Sales Marketing @TheOtherHef #SMWSOCIALDATA
  8. 8. What is CRM? Sales Marketing Service @TheOtherHef #SMWSOCIALDATA
  9. 9. What is CRM? Sales dept. C Marketing dept. R M Service dept. @TheOtherHef #SMWSOCIALDATA
  10. 10. What is CRM? Sales dept. C Marketing dept. R M Service dept. @TheOtherHef #SMWSOCIALDATA
  11. 11. • name • what do they like • contact details • where have they been • order history • who are they friends with • customer service history • what are they talking about • buying habits • how much influence they have • marketing history • what do they think about your brand/products • what are their desires • current location • age@theotherhef #SMWSOCIALDATA • relationship status
  12. 12. • name • contact details • order history • customer service history • buying habits • marketing history • what do they like • where have they been • who are they friends with • what are they talking about • how much influence they have • what do they think about your brand/products • what are their desires • current location • age@theotherhef #SMWSOCIALDATA • relationship status
  13. 13. @theotherhef #SMWSOCIALDATA
  14. 14. Getting know your consumerNormal CRM B 2 C use B 2 BDifficult to useCRM – lack of B 2 B 2 C visibility B 2 B 2 B
  15. 15. Who faces these challenges?• Sell through distributors• Sell through retailers• TV channels/production companiesAlso• Retailers• Sell direct• Anyone with customers @TheOtherHef #SMWSOCIALDATA
  16. 16. Use case - CRMNormal CRM use RETAILER POINT OF SALE DATA @TheOtherHef #SMWSOCIALDATA
  17. 17. Positive Neutral Negative @TheOtherHef #SMWSOCIALDATA
  18. 18. @TheOtherHef#SMWSOCIALDATA
  19. 19. @bikerboi67 I love the new flavour Lucozade RETAILER @spursfandan The new flavour Lucozade is my favourite@jonnyfive80 @NeilsOnWheelsThe new flavour Not interested inLucozade is wicked new flavour Lucozade can’t beat Redbull!
  20. 20. @NeilsOnWheels Not interested in new flavourLucozade can’t beat Redbull!
  21. 21. @NeilsOnWheels Not interested in Del Mar Skate park new flavour Lucozade can’t beat in California Redbull!Tony Hawk Who is @NeilsOnWheels? Goes to his local skate park in Victoria Park 2-3 times a week
  22. 22. How do we know all this about @NeilsOnWheels? #SMWSOCIALDATA
  23. 23. @NeilsOnWheelsWho is @NeilsOnWheels? Not interested in new flavour Lucozade can’t beat Redbull! @NeilsOnWheels Just saw Tony Hawk Del Mar Skate park in California skate at Del MarTony Hawk park on youtube, want to @NeilsOnWheels go! Just saw @TonyHawk on @NeilsOnWheels @ExSportsChannel, 5 tips to make sure he is my idol! you buy the right board ow.ly/asjh56 @NeilsOnWheels Cant be bothered @NeilsOnWheels with college today, Just saw some guy just want to play on with a sick pair of my xbox DC shoes at the skate park @NeilsOnWheels @NeilsOnWheels Looking forward to Just got to the skate playing the new park, its rammed! Tony Hawk xbox (geotagged tweet) game Goes to his local skate park in Victoria Park 2-3 times a week
  24. 24. What to do with this information? Prizes to be won @NeilsOnWheelsWhere topromote?
  25. 25. Then what? @NeilsOnWheels Cant believeAwareness Lucozade is sponsoring a skate comp? #lucozadeskate @NeilsOnWheels The #lucozadeskateInterest comp prizes look cool @NeilsOnWheels I would love to go toDesire California and meet @TonyHawk might have to enter #lucozadeskateAction @NeilsOnWheels Just submitted my trick to the #lucozadeskate comp #vote4me bit.ly/gh389f
  26. 26. ResultsTarget PersonaliseMonitor Acquire
  27. 27. Three other quick examples @TheOtherHef #SMWSOCIALDATA
  28. 28. @TheOtherHef#SMWSOCIALDATA
  29. 29. @TheOtherHef#SMWSOCIALDATA
  30. 30. @TheOtherHef#SMWSOCIALDATA
  31. 31. @theotherhef chrisheffer.comchris.heffer@sap.com

×