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Social CRM - AVEA

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Avea Social CRM structure research.

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Social CRM - AVEA

  1. 1. A new Approach to Customer Care Services When Two Worlds Meet Avea Project Management
  2. 2. Evolution of Customer Touch 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. 6. SOCIAL MEDIA AND CRM WILL THEY BLEND?Avea Project Management
  7. 7. Let’s Find Out• What is Social CRM• Advantages and Opportunities• Putting SCRM into practise Avea Project Management
  8. 8. What is Social CRMPeopleHave access to every possible information.ThereforeCustomersNo longer need to listen, they will just talk each other.MeaningTrustToday works totaly different then it is used to Avea Project Management
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  13. 13. 2 Advantages And Opportunities Avea Project Management
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  15. 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. 18. Comcastcares Avea Project Management
  19. 19. 3 Putting Things Into Practice Avea Project Management
  20. 20. MONITORING✓ Similar to social media,you can’t engage in socialCRM without listening first.✓ Monitor the social web forrelevant content. Avea Project Management
  21. 21. MAPPING✓ Identify who’s talking. Do wealready know this person onother social networks, ourown database, ...?✓ Get people to map theirprofiles themselves (in returnfor rewards). Avea Project Management
  22. 22. Management✓ The rules and processes that define what we’regoing to do with what we just learned:✓ When are we going torespond how?✓ How do we dispatchinformation to whom(remember socialcrm is about theentire organisation)? Avea Project Management
  23. 23. MIDDLEWARE✓ The seamlessintegration of socialand corporate dataMEASURE✓ We probably no longer need toconvince you of theimportance of measuring ...✓ Yet what you can’t measure,you can’t improve. Avea Project Management
  24. 24. Status• We have 10 Agent in Gunesli,Istanbul• Poor Twirtter Analyze• Facebook- Socialbakers.com CRM Marketing DNA Agenc y Avea Project Management
  25. 25. Telecomunication Companies Activities on TwitterCompany Tweets Following Followers Creation Date ExtraAveaDestek 1424 1353 2364 21 July 2010TurkcellHizmet 4854 5948 6962 12 Jan 2011 Hesaplarını aktif olarak kullanmıyorlar twitterda şikayetVodafoneTR 31 408 4050 twitleri dolaşıyor en son geçen sene twit girmişler.TTDestek 1371 1113 817 11 june 2010 Normal bankanın twitter hesabı üzerinden sorunları çözmeFinansBank 265 2100 2320 hizmeti veriyoer.Garanti 433 2160 7369 Destek için /iletisim adresine yönlendiriyor. MümünAkbank 761 5 2570 olduğunca twitter üzerinden sorun talebi almamaya çalışıyor. destek için /iletisim adresine yönlendiriyor. MümkünIS_BANKASİ olduğunca twitter üzerinden sorun talebi almamaya çalışıyor. Avea Project Management
  26. 26. Requirements• Social Media– Siebel Integration• Sosyal Media Analyze Tools Avea Project Management
  27. 27. Free Service TweetStats.com Avea Project Management
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  29. 29. Tools that can be used Radian6 Online twitter analyze Trackur web sites ViralHeatSoftwares SalesForce.Com Powerful Software Oracle Siebel Companies SAP CRM Avea Project Management
  30. 30. Fiyatı Aylık En Fazla 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. 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. 32. RecommendationsRadian6 is the industryleader in social mediaanalysis. Avea Project Management
  33. 33. Thanks for your attention Şahin UZUN Alternative Channels & Project Management Intern Avea Project Management

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