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Chill out dude, it’s only Social CRM

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Chill out dude, it’s only Social CRM

  1. IT’S ONLY SOCIAL CRM!
  2. SOCIAL CRM
  3. THE PEAK OF INFLATED EXPECTATIONS
  4. CUSTOMER RELATIONSHIP MANAGEMENT ≠ SOCIAL MEDIA MANAGEMENT Declared actions, preferences or Actual behavior of customers intentions of those who may or may not be customers Multichannel but generates a May be across one or more social Single customer view channels Segmentation via recency, Difficult to segment audience and frequency, content Value One-to-one targeting One-to-many conversations Direct Open Accepted ROI models Evolving ROI models Clear legislation Grey area
  5. ^ KEEP CALM AND CHILL OUT
  6. Allowing to extend CRM programmes onto social platforms Applying the principles of CRM to social media at scale SOCIAL CRM
  7. OPENING A WORLD OF NEW ENGAGEMENT POSSIBILITIES
  8. ONLY 0.5% OF FANS FROM THE TOP 200 BRAND PAGES ON FACEBOOK ARE ENGAGING WITH THE BRAND
  9. “FOCUSING REACH AND FREQUENCY IS WHAT DRIVES EFFECTIVENESS. ENGAGEMENT IS AN INTERESTING AND IMPORTANT METRIC FOR SOME MARKETERS AND CAMPAIGNS. BUT IT SHOULDN'T BE STANDARD BY WHICH FACEBOOK AS A MARKETING PLATFORM IS EVALUATED”
  10. 65 % of business leaders believe that consumers follow their brands because they want to be a part of a community. Only 25% of consumers agree. The top reason consumers follow a brand?
  11. 65 % of business leaders believe that consumers follow their brands because they want to be a part of a community. Only 25% of consumers agree. The top reason consumers follow a brand? To get discounts – not exactly ideal for a company’s bottom line. IBM Institute for Business Value
  12. WHAT’S IN IT FOR ME?
  13. ONLY 23% OF CONSUMERS HAVE A RELATIONSHIP WITH A BRAND. IN THE TYPICAL CONSUMER'S WORLD, RELATIONSHIPS ARE RESERVED FOR FRIENDS, FAMILY AND COLLEAGUES. Harvard Business Review Survey
  14. FOCUS ON THE 23% THAT CARE
  15. ENGAGING FOR THE SAKE OF ENGAGING
  16. ^ START HAVING MORE MEANINGFUL CONVERSATIONS
  17. …that drive more value for your business
  18. …that drive more value for your business … that serve your product’s users
  19. …that drive more value for your business … that serve your product’s users … have a purpose to fulfill
  20. …that drive more value for your business … that serve your product’s users … have a purpose to fulfill & GO BEYOND MARKETING
  21. ^ FIVE C.H.I.L.L. WAYS TO START MEANINGFUL CONVERSATIONS
  22. CLOSE THE DEAL
  23. HELP THEM WHEN NEEDED
  24. INTRIGUE THEM OVER TIME
  25. LISTEN TO WHAT’S REALLY BEING SAID
  26. LINK THEM TOGHETHER
  27. THANKS

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