ARM - From social media activity to social relationship
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The document discusses Active Relationship Management (ARM), emphasizing the importance of understanding customer interactions through data collection and integration for enhanced communication. It highlights the need for businesses to listen to their customers and respond appropriately, improving customer satisfaction and campaign effectiveness. ARM aims to streamline customer relationship strategies by utilizing a centralized approach to manage and analyze customer data.
ARM - From social media activity to social relationship
- 1. Active Relationship Management From social activity to social relationship Shay Rosen Head of Strategy & Consulting shayr@realcommerce.co.il
- 2. Shay Rosen Head of Strategy & Consulting, realcommerce Shayr@realcommerce.co.il http://www.linkedin.com/in/shayrosen http://www.facebook.com/shayrs http://www.slideshare.net/shayrs M: 052-5118539
- 3. • Strategy Business analysis, Concept creation, UX, UI • Technology Robust, Smart, efficient content management & e commerce platforms for mega sites • Leadership Powering Israel’s largest and most successful enterprises
- 5. 2009
- 7. Customer Conversation Brand
- 9. Relationship
- 10. Relationship? What have you done for me lately? Are you listening? I’m talking to you! It’s as if you don’t know me at all.
- 11. 2009 NewCorp
- 12. Something is missing • Who are we talking with? • User Data Collection • Multi Channel integration • CRM Integration • Campaign manager
- 13. Mountain of Data • Demographic information • Number of friends • Number of posts • Interests • Content of posts • Blog comments
- 14. 2009 NewCorp
- 15. 2009 NewCorp
- 16. Active Relationship Management • Log all customer digital interaction • Index by customer ID • Connect all interactions to single customer entity • Powerful representative console • efficiently displays customer data • Targeted campaign manager • enables highly targeted e-mail campaigns • ARM API • Easy integration to enterprise CRM • Flexible customization to suit enterprise needs
- 17. Active Relationship Management ARM DB Targeted ARM REP Console Campaign API Manager
- 18. Active Relationship Management • Increase customer satisfaction • Consistency • Relevancy • Suit customer’s need • Increase campaign efficiency • Improve customer care • Increase sales
- 19. Active Relationship Management powering customer relationship