Using Social CRM To Elevate Customer Experience

1. Using Social CRM To Elevate Customer Experience Michel van Woudenberg General Manager CRM Asia Pacific

2. Safe Harbor 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. Thanks to MissRogue for sharing her content.

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 generated 75% of the global internet audience is engaged on social networks Member 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…

14. First…..your employees

17. Google Apps Google App Engine Google Gadgets Corporate Firewall Secure Data Connector Secure Data Connector Oracle Applications

18. Create Appointments Business Intelligence Search Share leads Contacts Alerts Find an Address Lookup Check Schedule Call Approvals Update Leads Check To Dos HR Follow-up Jot Notes Connect with Teams

19. And Then There is Your Customer

21. Your Customer is Better Informed Your Customer is Always On Your Customer has Higher Expectations Your Customer has More Options

22. Your Customer Decides How & When They Interact with You

23. Your Customers Typically Buy Like This Research Shop Buy Service Pickup Web Buy Online Buy Online Comparison Site Chat ContactCenter Call to Research Accessory Place Order Visit Retail Store In-Store Local Store Kiosk Catalog BeginCatalogOrder Browse Catalog MobileDevice GoogleSearch Product Info eMail Email Order Confirm w/Rec Social Facebook Fan Club Share Experience on Twitter Read Reviews Troubleshoot On Community

24. But You May Be Organized Like This ? ORDER CAPTURE ORDER CAPTURE ORDER CAPTURE ORDER CAPTURE ORDER CAPTURE ORDER CAPTURE PROMOTIONS PROMOTIONS PROMOTIONS PROMOTIONS PROMOTIONS PROMOTIONS PRICING PRICING PRICING PRICING PRICING PRICING LOGIC LOGIC LOGIC LOGIC LOGIC LOGIC DATA DATA DATA DATA DATA DATA

25. Social Redefines Lifetime Value in CRMInfluence is a Critical Component Purchased $10,000 Purchased $1,000 Influenced $0,000 Influenced $100,000 LTV $10,000 LTV $101,000 can you determine the value of Influence? Oracle Confidential: Not for Distribution

26. Social Media Manager New Customer Lifetime Value Oracle Confidential: Not for Distribution

27. Leverage Social CRM In- & Externally Enable the X-Channel Customer Experience Include Influence in Lifetime Customer Value