Social media week 2012 - CRM presentation at Social Data and Privacy Event
•
2 gefällt mir•1,463 views
Most people when the think of social media just want to get likes on facebook and followers on twitter. In this presentation I try to explain how to unlock the true potential of social media networks using social data and a CRM system http://itiswhatit.is
Empfohlen
Empfohlen
Weitere ähnliche Inhalte
Kürzlich hochgeladen
Kürzlich hochgeladen (20)
Empfohlen
Empfohlen (20)
Social media week 2012 - CRM presentation at Social Data and Privacy Event
- 2. ChrisHeffer.com - @theotherhef Social media user since 2004 Social Business Evangelist Social specialist Speaker & Blogger on Social #SMWSOCIALDATA
- 3. Who is 60,000 employees 130 countries €14.2 b
- 9. What is CRM? #SMWSOCIALDATA @TheOtherHef Sales dept. Marketing dept. Service dept. C R M
- 10. What is CRM? #SMWSOCIALDATA @TheOtherHef Sales dept. Marketing dept. Service dept. C R M
- 11. • name • contact details • order history • customer service history • buying habits • marketing history • what do they like • where have they been • who are they friends with • what are they talking about • how much influence they have • what do they think about your brand/products • what are their desires • current location • age • relationship status @theotherhef #SMWSOCIALDATA
- 12. • name • contact details • order history • customer service history • buying habits • marketing history • what do they like • where have they been • who are they friends with • what are they talking about • how much influence they have • what do they think about your brand/products • what are their desires • current location • age • relationship status @theotherhef #SMWSOCIALDATA
- 14. Getting know your consumer B 2 C B 2 B B 2 B 2 C B 2 B 2 B Normal CRM use Difficult to use CRM – lack of visibility
- 15. Who faces these challenges? • Sell through distributors • Sell through retailers • TV channels/production companies #SMWSOCIALDATA @TheOtherHef Also • Retailers • Sell direct • Anyone with customers
- 16. Use case - CRM RETAILER POINT OF SALE DATA Normal CRM use #SMWSOCIALDATA @TheOtherHef
- 19. @jonnyfive80 The new flavour Lucozade is wicked @bikerboi67 I love the new flavour Lucozade @spursfandan The new flavour Lucozade is my favourite @NeilsOnWheels Not interested in new flavour Lucozade can’t beat Redbull! RETAILER
- 20. @NeilsOnWheels Not interested in new flavour Lucozade can’t beat Redbull!
- 21. @NeilsOnWheels Not interested in new flavour Lucozade can’t beat Redbull! Who is @NeilsOnWheels? Tony Hawk Goes to his local skate park in Victoria Park 2-3 times a week Del Mar Skate park in California
- 22. How do we know all this about @NeilsOnWheels? #SMWSOCIALDATA
- 23. @NeilsOnWheels Not interested in new flavour Lucozade can’t beat Redbull! Who is @NeilsOnWheels? Goes to his local skate park in Victoria Park 2-3 times a week Del Mar Skate park in California @NeilsOnWheels Just saw @TonyHawk on @ExSportsChannel, he is my idol! @NeilsOnWheels Cant be bothered with college today, just want to play on my xbox @NeilsOnWheels Looking forward to playing the new Tony Hawk xbox game @NeilsOnWheels Just saw Tony Hawk skate at Del Mar park on youtube, want to go! @NeilsOnWheels Just saw some guy with a sick pair of DC shoes at the skate park @NeilsOnWheels Just got to the skate park, its rammed! (geotagged tweet) @NeilsOnWheels 5 tips to make sure you buy the right board ow.ly/asjh56 Tony Hawk
- 24. What to do with this information? @NeilsOnWheels Prizes to be won Where to promote?
- 25. Then what? @NeilsOnWheels Cant believe Lucozade is sponsoring a skate comp? #lucozadeskate @NeilsOnWheels Just submitted my trick to the #lucozadeskate comp #vote4me bit.ly/gh389f @NeilsOnWheels I would love to go to California and meet @TonyHawk might have to enter #lucozadeskate Awareness Action Desire Interest @NeilsOnWheels The #lucozadeskate comp prizes look cool
- 27. Three other quick examples #SMWSOCIALDATA @TheOtherHef
Hinweis der Redaktion
- Typically used in b2b companies and b2c companies where some kind of registration is required as part of the buying or aftersales such as utilities companies, mail order. It is usually used when there is multiple contact points with a customer dealt with
- Typically used in b2b companies and b2c companies where some kind of registration is required as part of the buying or aftersales such as utilities companies, mail order. It is usually used when there is multiple contact points with a customer dealt with
- Typically used in b2b companies and b2c companies where some kind of registration is required as part of the buying or aftersales such as utilities companies, mail order. It is usually used when there is multiple contact points with a customer dealt with
- Typically used in b2b companies and b2c companies where some kind of registration is required as part of the buying or aftersales such as utilities companies, mail order. It is usually used when there is multiple contact points with a customer dealt with
- Typically used in b2b companies and b2c companies where some kind of registration is required as part of the buying or aftersales such as utilities companies, mail order. It is usually used when there is multiple contact points with a customer dealt with
- Typically used in b2b companies and b2c companies where some kind of registration is required as part of the buying or aftersales such as utilities companies, mail order. It is usually used when there is multiple contact points with a customer dealt with
- Typically used in b2b companies and b2c companies where some kind of registration is required as part of the buying or aftersales such as utilities companies, mail order. It is usually used when there is multiple contact points with a customer dealt with
- Customer profile – Name, address contact details, order history, customer service history, buying habits, marketing history Social – what do they like, where have they been, who are they friends with, what are they talking about, how much influence they have, what do they think about your brand/products, where do they work, where did they used to work, age, relationship status, How powerful would it be to make these two sets of data?
- Customer profile – Name, address contact details, order history, customer service history, buying habits, marketing history Social – what do they like, where have they been, who are they friends with, what are they talking about, how much influence they have, what do they think about your brand/products, where do they work, where did they used to work, age, relationship status, How powerful would it be to make these two sets of data?