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SmartStrategieswithSocialCRM
MichelvanWoudenbergGeneralManagerAsiaPacificOracleCRMOnDemandSeptember2010SmartStrategieswithSocialC不错的社会现象学ppt模板：社交型人才的聪明行为SmartSource:McKinseyQuarterly2009,TheNielsenCompany66%ofalltouchpointsrelatedtoabrandarenowconsumergenerated75%oftheglobalinternetaudienceisengagedonsocialnetworksMembercommunitiesreachmoreinternetusers(66.8%)thanemail(65.1%)LEVERAGESOCIALSource:McKinseyQuarterly200Theworldspendsover110billionminutesonsocialnetworksandblogsites.1inevery4and½minutesspentonlineisonsocialmediaplatformsTheaveragevisitorspendsalmost6hoursaweekSource:TheNielsenCompanyTheworldspendsover110billYouarenotawareofyourcustomer/prospectconversationsoutthereYourcustomerstrustopinions‘outthere’morethanyourrepresentatives&marketingmessagesThoseconversationsinsocialmediaareoutintheopenandcanpromoteordamagebrandsifnothandledproperlyYouareprobablynotleveragingtheseconversationstosellmoreproducts/servicesYourSocialMediaBusinessProblem©OracleCorporation2010–ProprietaryandConfidentialYouarenotawareofyourcustListeningPlatformIntegrationSolutionExistingsolutionforCRMOnDemandthroughBuzzientBenefitsMakessocialmediainformationactionablewithinCRMAllowCRMuserstointeractwithSocialMediaExtendthecustomerprofileinCRMtoincludeSocialMediainformationProvidesstandards-basedapproachtoprocesssocialdatainCRMIdentifieswhotolistentoandinteractwithbasedontheirinfluenceListeningPlatformIntegrationCommunityManagerDashboardCommunityManagerDashboardServiceRequestfromSocialMediaPostServiceRequestfromSocialMeAgentsrespondsfromwithinCRMODAgentsrespondsfromwithinCRCombinedAnalysis–SocialMediaSentimentv.ServiceRequestVolume(ProductLevel)CombinedAnalysis–SocialMedCombinedAnalysis–SocialMediaSentimentv.ServiceRequestVolume(BrandLevel)CombinedAnalysis–SocialMedSocialMonitoringValuePropositionStrengthenrelationshipswithpeoplewhomatterthemosttobusinessbyanalyzingtheirinfluenceandgivingpriorityresponsesAllowmoretimelyservicebycapturingissuesdiscussedviasocialmediainCRMtobeprocessedandroutedforquickresponseEnablemoreeffectivecalldeflectionbycapturingrelevantconversationsandaugmentingknowledgedatabasewithcommunityprovidedresponsesCapturesalesleadseasilyandensurefollowupImproveproductqualityandaccelerateinnovationbylisteningtocustomerfeedbackSocialMonitoringValuePropos演讲完毕，谢谢观看！演讲完毕，谢谢观看！SmartStrategieswithSocialCRM
MichelvanWoudenbergGeneralManagerAsiaPacificOracleCRMOnDemandSeptember2010SmartStrategieswithSocialC不错的社会现象学ppt模板：社交型人才的聪明行为SmartSource:McKinseyQuarterly2009,TheNielsenCompany66%ofalltouchpointsrelatedtoabrandarenowconsumergenerated75%oftheglobalinternetaudienceisengagedonsocialnetworksMembercommunitiesreachmoreinternetusers(66.8%)thanemail(65.1%)LEVERAGESOCIALSource:McKinseyQuarterly200Theworldspendsover110billionminutesonsocialnetworksandblogsites.1inevery4and½minutesspentonlineisonsocialmediaplatformsTheaveragevisitorspendsalmost6hoursaweekSource:TheNielsenCompanyTheworldspendsover110billYouarenotawareofyourcustomer/prospectconversationsoutthereYourcustomerstrustopinions‘outthere’morethanyourrepresentatives&marketingmessagesThoseconversationsinsocialmediaareoutintheopenandcanpromoteordamagebrandsifnothandledproperlyYouareprobablynotleveragingtheseconversationstosellmoreproducts/servicesYourSocialMediaBusinessProblem©OracleCorporation2010–ProprietaryandConfidentialYouarenotawareofyourcustListeningPlatformIntegrationSolutionExistingsolutionforCRMOnDemandthroughBuzzientBenefitsMakessocialmediainformationactionablewithinCRMAllowCRMuserstointeractwithSocialMediaExtendthecustomerprofileinCRMtoincludeSocialMediainformationProvidesstandards-basedapproachtoprocesssocialdatainCRMIdentifieswhotolistentoandinteractwithbasedontheirinfluenceListeningPlatformIntegrationCommunityManagerDashboardCommunityManagerDashboardServiceRequestfromSocialMediaPostServiceRequestfromSocialMeAgentsrespondsfromwithinCRMODAgentsrespondsfromwithinCRCombinedAnalysis–SocialMediaSentimentv.ServiceRequestVolume(ProductLevel)CombinedAnalysis–SocialMedCombinedAnalysis–SocialMediaSentimentv.ServiceRequestVolume(BrandLevel)CombinedAnalysis–SocialMedSocialMonitoringValuePropositionStrengthenrelationshipswithpeoplewhomatterthemosttobusinessbyanalyzingtheirinfluenceandgivingpriorityresponsesAllowmoretimelyservicebycapturingissuesdiscussedviasocialmediainCRMtobeprocessedandroutedforquickresponseEnablemoreeffectivecalldeflectionbycapturingreleva
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