不错的社会现象学ppt模板：社交型人才的聪明行为Smart

InsertPictureHereSmartStrategieswithSocialCRMMichelvanWoudenbergGeneralManagerAsiaPacificOracleCRMOnDemandSeptember2010Copyright©2009,Oracle.Allrightsreserved.Source:McKinseyQuarterly2009,TheNielsenCompany•66%ofalltouchpointsrelatedtoabrandarenowconsumergenerated•75%oftheglobalinternetaudienceisengagedonsocialnetworks•Membercommunitiesreachmoreinternetusers(66.8%)thanemail(65.1%)LEVERAGESOCIAL•Theworldspendsover110billionminutesonsocialnetworksandblogsites.•1inevery4and½minutesspentonlineisonsocialmediaplatforms•Theaveragevisitorspendsalmost6hoursaweekSource:TheNielsenCompanyCopyright©2010,Oracle.Allrightsreserved.•Youarenotawareofyourcustomer/prospectconversationsoutthere•Yourcustomerstrustopinions‘outthere’morethanyourrepresentatives&marketingmessages•Thoseconversationsinsocialmediaareoutintheopenandcanpromoteordamagebrandsifnothandledproperly•Youareprobablynotleveragingtheseconversationstosellmoreproducts/servicesYourSocialMediaBusinessProblem©OracleCorporation2010–ProprietaryandConfidentialCopyright©2010,Oracle.Allrightsreserved.ListeningPlatformIntegration•Solution•ExistingsolutionforCRMOnDemandthroughBuzzient•Benefits•MakessocialmediainformationactionablewithinCRM•AllowCRMuserstointeractwithSocialMedia•ExtendthecustomerprofileinCRMtoincludeSocialMediainformation•Providesstandards-basedapproachtoprocesssocialdatainCRM•IdentifieswhotolistentoandinteractwithbasedontheirinfluenceCopyright©2010,Oracle.Allrightsreserved.CommunityManagerDashboardCopyright©2010,Oracle.Allrightsreserved.ServiceRequestfromSocialMediaPostCopyright©2010,Oracle.Allrightsreserved.AgentsrespondsfromwithinCRMODCopyright©2010,Oracle.Allrightsreserved.CombinedAnalysis–SocialMediaSentimentv.ServiceRequestVolume(ProductLevel)Copyright©2010,Oracle.Allrightsreserved.CombinedAnalysis–SocialMediaSentimentv.ServiceRequestVolume(BrandLevel)Copyright©2010,Oracle.Allrightsreserved.SocialMonitoringValueProposition•Strengthenrelationshipswithpeoplewhomatterthemosttobusinessbyanalyzingtheirinfluenceandgivingpriorityresponses•AllowmoretimelyservicebycapturingissuesdiscussedviasocialmediainCRMtobeprocessedandroutedforquickresponse•Enablemoreeffectivecalldeflectionbycapturingrelevantconversationsandaugmentingknowledgedatabasewithcommunityprovidedresponses•Capturesalesleadseasilyandensurefollowup•Improveproductqualityandaccelerateinnovationbylisteningtocustomerfeedback