Managing social for enterprises_ Armando Janigro
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Transcript of Managing social for enterprises_ Armando Janigro
AGENDA
17:00 Registrazione e Welcome Coffee
17:30 Managing Social Relationships for EnterpriseArmando Janigro, CRM Business Solutions Strategy Director, Oracle EMEA
18:00 The ROI in the digital era. The impact of marketing and communicationsPier Fedrizzi, Digital Business Catalyst, RealWeb
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.2Back to Main Directory
Pier Fedrizzi, Digital Business Catalyst, RealWeb
Giorgio Racca, Partner, TechEdge Group
18:30 Il valore intangibile delle aziendeMichele Andreaus, Professore di Economia Aziendale, Università degli Studi di Trento
19:00 Cocktail
Managing Social Relationships for EnterprisesEnterprises
Armando Janigro
Director, Business Solutions Strategy
EMEA Applications
Networking Cocktail
Milano, 21 Maggio 2013
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 decisions.
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.4
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.
Agenda
• Key trends: how Social is Changing the Consumer
• Key trends: how Business are Changing
• Oracle Social Relationship Management
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.5
• Oracle Social Relationship Management
• The Imperative: ROI is Key
Key Trends: How Social is Changing the Consumer
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.6
the Consumer
Technology has changed how we interact /
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.7 Sources: Facebook 10Q, June ‘12 (Total Monthly Active Users); Comscore Datamine Study, Feb. ‘12
As of October 2012, Facebook had
more than 1 Billion active users.
1 every 7 humans on earth is on
20% of all time spent online
is spent on social platforms.
(#1 online activity)
Of all uses for a mobile
phone, making a call only
ranks 5th.
Social Media is 2nd.
Your Brand is being talked about in Social Channels
* Source: RightNow 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand RelationshipCopyright © 2013, Oracle and/or its affiliates. All rights reserved.
58% of Facebook users have
“LIKED" a brand
Your Brand is being talked about on Social
42% have MENTIONED a brand
in a status update
Sources: Facebook 10Q, June ‘12 (Total Monthly Active Users); Comscore Datamine Study, Feb. ‘12Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
39%of Twitter users have tweeted
about a brand
33% of brand followers are interacting
Your Brand is being talked about on Social
of brand followers are interacting
with brands *
70% of marketers have little
understanding of social media
conversations happening around
their brand **
• Source: Consumer behavior study on Twitter conducted by Constant Contact® and research firm Chadwick Martin Bailey
** Source: Alterian’s 8th annual marketer survey, January 2011Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
75%+posted a negative comment on a social
networking site after a poor customer
experience
Social is first line of defense for Customer Service
* Source: RightNow 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship
89% of consumers will begin doing business
with a competitor following a bad
customer experience
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Customers expect great experiencesTraditional and new channels must be connected
SocialWeb
Social
Contact
Center
Web
Contact
Center
Mobile
Mobile
Web
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
WEB
CONTACTCENTER
IN-STORE
NEED /
RESEARCHSELECT PURCHASE
MAINTAIN /
RECOMMEND
RECEIVE /
USE
CUSTOMERS DEMAND A BETTER EXPERIENCETHROUGH THEIR COMPLEX JOURNEY
Comparison Site
Visit Retail Store
Chat
Pickup Local Store
Order Online
Kiosk
Change Order
Browse
Order Online
Call for Info about Add-on Accessories
CATALOG
MOBILE
SOCIAL Leverage dealon social site
Web Search
Ask Facebook FriendsFor Recommendations
Email Order Confirm w/Rec
Tweet AboutPurchase Experience
Ask for Help onCommunity Chat Room
Product Info
Select Product
BrowseCatalog
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Key Trends: How Business are ChangingChanging
Disruptive Technologies Transforming How Businesses Create Value
CLOUD SERVICES
$200+ billion in cloud services
revenue by 20151
MOBILE
$1+ trillion in mobile
ecommerce revenue by 20172
BIG DATA
$17+ billion in Big Data revenue by
20153
THE INTERNET OF THINGS
$290+ billion in Machine-to-Machine revenue by 20174
SOCIAL BUSINESS
$29+ billion in social media
revenue by 20155
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
The Social Impact on BusinessWhere is the way
70% of Business using
Social Technologies
90% of Business
reporting some
benefit from the
usage of Social
Technologies
“The Social Economy: unlocking value and productivity through social technologies” McKinsey Global Institute – July 2012
Technologies
28hours
Time spent weekly by
employees writing e-
mails, searching for
informations and
collaborating
Up to 25% Potential
improvement in
employee
productivity
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Unlocking new potentialsAdvantages at your fingetip
$900MExtimated minimal
annual value that can
be unlocked using
social technologies
33% Consumer
spending that can
be influenced by
social technologies
“The Social Economy: unlocking value and productivity through social technologies” McKinsey Global Institute – July 2012
2X
Potential value from
better enterprise
communication and
collaboration
3% Business that derive substantial
benefit from social technologies
across all the stakeholders:
customers, employees, partners
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Business are changing their approach
Analytics
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Business are changing their approach The Customer Adaptive Enterprise
Cloud
Mobile
Analytics
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Oracle Social Relationship Management
Only Oracle CX connects every engagement your customer has with your brand
BUYMarket and Sell
OWNSupport and Serve
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Oracle CX Solutions The Only Complete Solution
Mobile
SocialMedia
In Store Self Service &Support Service
ExecutionDirect Sales
Channel SalesWeb Oracle Marketing
Oracle Marketing
Oracle Commerce
Oracle Commerce
OracleSalesOracleSales
Oracle ServiceOracle Service
Oracle SocialOracle Social
Oracle AnalyticsOracle Analytics
Oracle MobileOracle Mobile
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
SOCIAL ENGAGEMENTSOCIAL MARKETING SOCIAL COLLABORATION
Social Everywhere
SOCIAL LISTENING
SOCIALSOCIAL
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.23
SOCIALSOCIAL
Be Engaging,
Be Insightful,
Be Transparent
The Imperative: ROI is Key
The Impact of Social
• Technologies have evolved
• Consumer has changed
• Business has adapted• Business has adapted
• Social is everywhere
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
The Value of Social
• Identify what is important
• Act on it
• Measure social media’s impact• Measure social media’s impact
• Improve business performances
How can we measure the value?
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
The Value of Social
Cloud
Mobile
Analytics
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STAY CONNECTED ON SOCIAL
Read blogs.oracle.com/Socialspotlight
Watch youtube.com/Oracle
Follow twitter.com/OracleCX
Join facebook.com/OracleSocial
Learn oracle.com/Social
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.