Customer Experience & Social Relationship Management @ Work | Sebastian Wilke, Social CRM Expert...
20
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 1 The Experience Revolution Monday, June 25, 2012 New York City Event Briefing
description
Customer Experience & Social Relationship Management @ Work |
Sebastian Wilke, Social CRM Expert Oracle
Transcript of Customer Experience & Social Relationship Management @ Work | Sebastian Wilke, Social CRM Expert...
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.1
The Experience RevolutionMonday, June 25, 2012
New York City Event Briefing
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.2
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 decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.3
Social Relationship Management
How to do it wrong? How to do right? SRM Methodology SRM @ Work Q&As
4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Why Social Relationship Management Matters?
Sebastian Wilke - Senior Sales Consultant
The Customer Conversation is HappeningCustomers Expect Social to Power the Customer Experience
Sources: Burson-Marsteller/Vision Global Social Media Checkup ‘12, June ‘12; Consumer behavior study on Twitter conducted by Constant Contact®
http://www.youtube.com/watch?v=5YGc4zOqozo
Time passes and United asks if it can use the Video as part of an internal training exercise designed to improve customer service.
12,000,000 VIEWS+
NO RESPONSE FROM UNITED
=-10% STOCK VALUE
IN 4 DAYS
SocialRelationshipsdrive BrandValue
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.10
58% of Facebook users have
"liked" a brand
42% have mentioned a brand in
a status update
39% of Twitter users have
tweeted about a brand
CONSUMERS CAN BECOME BRAND ADVOCATES
* Source: Ask Your Target Market
After a poor customer experience, more than a quarter of consumers posted a negative comment on a social networking site like Facebook or Twitter
SCORNED CONSUMERS TELL FACEBOOK AND TWITTER FOLLOWERS
SocialRelationship Management@Work
Social Relationship Management drives Maersk‘s Social Media Strategy
Corporate social strategy
SocialRelationshipManagement (SRM)
Social Relationship Management Engagement
Empower the many with Oracle Social Relationship Manager (SRM)
Listen Built Engage Measure
Premium brands sell betterTurn a “like” into
Q&A oracle.com/social
![Analysis of FLOSS Communities as Learning Contexts · like Chatti, Jarke and Frosch-Wilke [3], present the concept of social software as a tool for augmenting human social and collaborative](https://static.fdocuments.us/doc/165x107/5fa1d8cd85e94433e3626c30/analysis-of-floss-communities-as-learning-contexts-like-chatti-jarke-and-frosch-wilke.jpg)
