Oracle Medias Social Relationship Management
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This document discusses social relationship management in the media industry and turning followers into customers. It proposes using Oracle Social Relationship Management to integrate social capabilities across the entire media enterprise by enabling interaction, insights, and transparency. Key benefits highlighted include a fully integrated suite, global clients across industries, and an example of how it helped NBC Sports drive rankings through unprecedented social marketing during the 2012 Olympics.
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Oracle Medias Social Relationship Management
- 1. 1 Copyright © 2012, Oracle. All rights reserved. Confidential
- 2. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 2 Safe Harbour Statement The 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.
- 3. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 3 Social Relationship Management dans l’industrie des Médias Convertir les Followers en Customers Paul Mezier Consultant Médias CRM, Social & Marketing
- 4. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 4 Recognise me Inspire me Serve me Entertain me Engage me L’expérience client des Digital Medias Moi! Now! Ici!
- 5. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 5 Challenge: des Followers aux Customers Aux premiers jours des médias sociaux: une innovation éditoriale Création de contenus Aggrégation de contenus Ads B2C et B2B Marketing Distribution Device de lecture / consommation
- 6. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 6 Challenge: Turn Followers Into Customers Today, social is strategic for the media enterprise Création de contenus Aggrégation de contenus Ads B2C et B2B Marketing Distribution Device de lecture / consommation Comment faire profiter tous les départements de l’audience des médias sociaux ?
- 7. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 7 Solution: Rendre sociale toute l’entreprise Interaction Insight Transparence Oracle Social Relationship Management
- 8. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 8 Solution: Exemple de Workflow 1. Ecouter ce que les gens partagent 2. Interagir avec vos Fans et Followers 3. Créer du Contenu et des Apps 4. Publier sur plusieurs Réseaux Sociaux 5. Gérer les communications pour toute l’organisation 6. Analyser vos Résultats par Métriques Utiliser Oracle Social Relationship Management
- 9. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 9 Solution: Pourquoi Oracle? Suite SRM entièrement intégrée au CX Cloud Tablet, Mobile, TV Social APIs In Store Direct Sales Channel Sales Contact Center Web Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Social Oracle Content Oracle Content
- 10. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 10 Références: Médias & Publicité CPGs Médias High-Tech Finance Hôtellerie / Restauration Logistique Distribution Clients à échelle globale
- 11. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 11 Gestion de plusieurs canaux sociaux en temps réel Oracle SRM aux Olympiques 2012 2 Milliards de pages vues 180 Millions comments Facebook Chaque visite redirigée vers le site NBC Sports pour monétisation Croissance à 2 chiffres aux classements Marketing sans précédent Référence: NBC Sports Un classement drivé par le Social
- 12. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 12 Pour en discuter La suite SRM : oracle.com/goto/social Réference de l’industrie : oracle.com/goto/media Contact @paulmezier / +33 1 60 24 57 47 paul.mezier@oracle.com
- 13. Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 13
Hinweis der Redaktion
- Oracle Social Relationship Management is a product that helps your manage your presence on social media. You can be engaging. This is the number one reason why customers come to us. They want to engage with their customers on social media channels. Whether it’s by responding to customers, or creating contests, or publishing interactive content, SRM helps your brand be more engaging on social media. You can be insightful. This is probably the number two reason why customers purchase this product. They want to find out what people are saying about their brand on social channels. They want to understand their customer’s sentiment, what they like and don’t like, and their purchasing intent. You can do this in SRM. You can be transparent. Remove the walls that separate your brand from your customers. Make it easy for customers to contact you and vice versa. You can do this easily in SRM.
- Let’s get more specific and talk about the pain points SRM solves. Social media is proliferating and managing and scaling your social media presence nowadays without special software is a mess. This is what customers want to do and are doing with Social Relationship Management. This about a typical workflow that a Social Media Manager goes through. They want to listen to what people are saying about their brand on social media channels. Your customers are talking about your brand on social media channels. They are posting, tweeting, commenting, sharing, and liking your brand. Figure out what they are saying en mass, analyze sentiment, hear what they like and don’t like about your product, and know if they intend to purchase your product or not. Oracle SRM Listening is more accurate and filters out more “noise” than any other Social Monitoring Competitor. Plus, Only Oracle auto-filters to capture actionable customer signal for proactive CX Management. They want to engage with fans and followers. Get your prospect and customers to interact with you. This can be done by asking them questions, responding to their posts and comments, and creating engagement applications like contests and polls. Oracle SRM is the easiest-to-use application to listen and respond to social posts. Social posts are automatically categorized by the Listen engine and flow from multiple social networks into one “inbox” designed to make managing your community easy and efficient. They want to create content and apps. Whether it’s user-generated contests, polls, videos, or other interactive, engagement content, SRM lets you do this easily. They want to publish to multiple social media channels. Enterprise-level corporations, those with over 1,000 employees, now have on average 178 social media accounts. Imaging having to log in and out of each account to write something to your followers on those accounts. It’s a mess. SRM allows you to manage hundreds of social media accounts in one interface. Create great looking landing pages and publish to multiple social networks or embed on any website. Plus, Only Oracle has a solution to tie social publishing into sales, service, and commerce systems. They want to manage workflows. Social media teams are growing and becoming more global. Why take the risk of someone in your organizing publishing off-brand information. We have workflows built into SRM to make the administration of your account easy. They want to analyze results and get metrics. This is huge with our customers. They want to be able to show ROI on their social media investment. They want to show the number of people they’ve reached, the number of fans and followers that have engaged with them, and analyze trending sentiments of their brand. SRM does all this. Oracle SRM combines pre, during & post-campaign social analytics in one interface. Only Oracle can provide you with unified analytics across owned & earned media to improve social performance.
- Here are customers using SRM. We work with customers across all industries – whether it’s consumer packaged goods, media, quick serve restaurants, technology, financial, resort/hotel, beverage, or retail. SRM will work with your company in your industry. Your customers are on social, your customers are talking about you on social, and we have a product that will help you manage your relationship with customers on social.
- Reference Slide: NBC Sports on their success using Oracle SRM Publish to drive website referrals during 2012 Olympics, build sponsorship and grow TV ratings. Supports: Media Engagement Solution SRM Source: Oracle Profit Magazine http://www.oracle.com/us/corporate/profit/big-ideas/010213-jmiller-1898586.html Date: Jan 2013