Oracle Executive Summit Macau
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Using Social CRM To Elevate Customer Experience discusses how social CRM can be used both internally with employees and externally with customers. It notes that the world spends a significant amount of time on social media and that the majority of brand interactions now come from consumer generated sources like social networks. Traditional social platforms alone are not enough to address customers who are more informed, connected, and have higher expectations. Social CRM aims to bridge the gap between how customers want to engage through various channels and how companies are typically organized internally. It emphasizes that influence is now a critical component of customer lifetime value that social CRM can help determine.
Oracle Executive Summit Macau
- 1. Using Social CRM To Elevate Customer ExperienceMichel van WoudenbergGeneral Manager CRM Asia Pacific
- 2. Safe Harbor StatementThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.Thanks to MissRogue for sharing her content.
- 3. The world spends over 110 billion minutes on social networks and blog sites.
- 4. 1 in every 4 minutes spent online is on social media platforms
- 5. The average visitor spends almost 6 hours a weekSource: The Nielsen Company
- 6. 66% of all touch points related to a brand are now consumer generated75% of the global internet audience is engaged on social networksMember communities reach more internet users (66.8%) than email (65.1%) Source: McKinsey Quarterly 2009, The Nielsen Company
- 7. But Twitter is not the answer
- 8. Facebook is not the answer
- 9. Blogs, Vlogs, Videosharing and IM are not the answer
- 10. None of these are guaranteed to…
- 13. Social CRM Has Two Sides…
- 17. Google AppsGoogle App EngineGoogle GadgetsCorporate Firewall Secure Data Connector Secure Data Connector Oracle Applications
- 18. Create AppointmentsBusiness IntelligenceSearchShare leadsContactsAlertsFind an AddressLookupCheck ScheduleCallApprovalsUpdate LeadsCheck To DosHRFollow-upJot NotesConnect with Teams
- 19. And Then There is Your Customer
- 21. Your Customer is Better InformedYour Customer is Always OnYour Customer has Higher ExpectationsYour Customer has More Options
- 22. Your Customer Decides How & When They Interact with You
- 23. Your Customers Typically Buy Like ThisResearchShopBuyServicePickupWebBuy OnlineBuy OnlineComparison SiteChatContactCenterCall to Research AccessoryPlace OrderVisit Retail StoreIn-StoreLocal StoreKioskCatalogBeginCatalogOrderBrowse CatalogMobileDeviceGoogleSearchProduct InfoeMailEmail Order Confirm w/RecSocialFacebook Fan ClubShare Experience on TwitterRead ReviewsTroubleshoot On Community
- 24. But You May Be Organized Like This ?ORDER CAPTUREORDER CAPTUREORDER CAPTUREORDER CAPTUREORDER CAPTUREORDER CAPTUREPROMOTIONSPROMOTIONSPROMOTIONSPROMOTIONSPROMOTIONSPROMOTIONSPRICINGPRICINGPRICINGPRICINGPRICINGPRICINGLOGICLOGICLOGICLOGICLOGICLOGICDATADATADATADATADATADATA
- 25. Social Redefines Lifetime Value in CRMInfluence is a Critical ComponentPurchased $10,000Purchased $1,000Influenced $0,000Influenced $100,000LTV $10,000LTV $101,000can you determine the value of Influence?Oracle Confidential: Not for Distribution
- 26. Social Media Manager New Customer Lifetime ValueOracle Confidential: Not for Distribution
- 27. Leverage Social CRM In- & ExternallyEnable the X-Channel Customer ExperienceInclude Influence in Lifetime Customer Value
Editor's Notes
- #4: Who has kids ? You know this !Who has Gen Y in their workforce ? You know this !Who has a mother on Facebook ?? I do !
- #5: World is moving from a seller push to consumer pull in a big way
- #10: Social Apps by themselves are just tools, they do nothing to delight your customers unless used in the context of a broader customer strategy
- #13: Chances are