Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...
Social CRM - AVEA
1. A new Approach to Customer Care Services
When Two Worlds Meet
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2. Evolution of Customer Touch Points
CRM 1.0 CRM 2.0
• Blogs • Microblogs
• Price comparison website
• RSS • Podcast
• Phone • Phone
• Wikis
• Fax • Fax
• Social Networks
• Email • Email
• Service • Service
• Widgets
• Letters
+
• Letters • Video sharing
• Personal contact • Personal contact
• Company’s website • Photo sharing
• Company’s website
• SMS • SMS
• Instant Messenger • Forums • Auction website
• Instant Messenger
• Chat • Chat
• Slides sharing
• Media • Media
• Reviews and ratings in retail sites
• Wish lists
• Social Bookmarking
• Single view of the customer based on the interactions • Single view of the customer is far more complex to achieve.
history, customer profile data residing in the company’s base Besides internal information, the company must rely on external
and data integration with internal systems information such as customer profiles in social networks and his
behavior when participating in a community.
• Company owns the data but it is limited to previous
interactions • Customer and other web 2.0 sites own part of the precious data
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7. Let’s Find Out
• What is Social CRM
• Advantages and Opportunities
• Putting SCRM into practise
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8. What is Social CRM
People
Have access to every possible information.Therefore
Customers
No longer need to listen, they will just talk each other.
Meaning
Trust
Today works totaly different then it is used to
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15. • TastiRewards incentivizes
customers to associate their
Twitter, Facebook and Foursquare
accounts with their Tasti D-Lite
membership cards.
• Each time your card is swiped, your
Twitter/Facebook/Foursquare
status is updated and you earn
extra points.
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20. MONITORING
✓ Similar to social media,
you can’t engage in social
CRM without listening first.
✓ Monitor the social web for
relevant content.
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21. MAPPING
✓ Identify who’s talking. Do we
already know this person on
other social networks, our
own database, ...?
✓ Get people to map their
profiles themselves (in return
for rewards).
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22. Management
✓ The rules and processes that define what we’re
going to do with what we just learned:
✓ When are we going to
respond how?
✓ How do we dispatch
information to whom
(remember social
crm is about the
entire organisation)?
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23. MIDDLEWARE
✓ The seamless
integration of social
and corporate data
MEASURE
✓ We probably no longer need to
convince you of the
importance of measuring ...
✓ Yet what you can’t measure,
you can’t improve.
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24. Status
• We have 10 Agent in Gunesli,Istanbul
• Poor Twirtter Analyze
• Facebook- Socialbakers.com
CRM Marketing
DNA
Agenc
y
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25. Telecomunication Companies Activities
on Twitter
Company Tweets Following Followers Creation Date Extra
AveaDestek 1424 1353 2364 21 July 2010
TurkcellHizmet 4854 5948 6962 12 Jan 2011
Hesaplarını aktif olarak kullanmıyorlar twitterda şikayet
VodafoneTR 31 408 4050 twitleri dolaşıyor en son geçen sene twit girmişler.
TTDestek 1371 1113 817 11 june 2010
Normal bankanın twitter hesabı üzerinden sorunları çözme
FinansBank 265 2100 2320 hizmeti veriyoer.
Garanti 433 2160 7369
Destek için /iletisim adresine yönlendiriyor. Mümün
Akbank 761 5 2570 olduğunca twitter üzerinden sorun talebi almamaya çalışıyor.
destek için /iletisim adresine yönlendiriyor. Mümkün
IS_BANKASİ olduğunca twitter üzerinden sorun talebi almamaya çalışıyor.
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29. Tools that can be used
Radian6
Online twitter analyze
Trackur
web sites
ViralHeat
Softwares SalesForce.Com
Powerful Software
Oracle Siebel
Companies
SAP CRM
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30. Fiyatı Aylık En Fazla 100$ Olan
Servisler:
• swixhq – aylık 49 dolar
• bantamlive – aylık 49 dolar
• buzzding - aylık 49 dolar
• postrank – yıllık 99 dolar
• wordtracker – aylık 59 dolar
• pingdom – aylık 40 dolar
• Mint – aylık 30 dolar.
• Chartbeat, ilk 30 gün ücretsiz, aylık 10 dolar
• Raven, aylık 79 dolar, ilk ay ücretsiz, sınırsız site, 5 keyword.
• ViralHeat, aylık 89 dolara business sınıfı
• Ubervu, 30 keyword aylık 50 dolar.
• Reputation Defender aylık 15 euro
• reputationhq, aylık 50 dolar
• startpr, aylık 50 dolar 15 kelime
• imooty, aylık 49 euro
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31. Fiyatları 197 $ ile 999 $ Arasında
Değişen Servisler:
• ScoutLabs, aylık 449 dolar, 10 search.
• BrandsEye, aylık 350 dolar – Sınırsız
• Trendrr, aylık 999 dolar – Sınırsız
• thesearchmonitor aylık 399 dolar
• buzzstream aylık 199 dolar
• trackur aylık 197 dolar
• jamiq 10 keyword aylık 500 dolar
Avea Project Management
