Singapore2909 Social

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Smart Strategies with Social CRM

Michel van WoudenbergGeneral Manager Asia Pacific Oracle CRM On DemandSeptember 2010

Source: McKinsey Quarterly 2009, The Nielsen Company

• 66% of all touch points related to a brand are now consumer generated

• 75% of the global internet audience is engaged on social networks

• Member communities reach more internet users (66.8%) than email (65.1%)

LEVERAGE SOCIAL

• The world spends over 110 billion minutes on social networks and blog sites.

• 1 in every 4 and ½ minutes spent online is on social media platforms

• The average visitor spends almost 6 hours a weekSource: The Nielsen Company


• You are not aware of your customer/prospect conversations out there

• Your customers trust opinions ‘out there’ more than your representatives & marketing messages

• Those conversations in social media are out in the open and can promote or damage brands if not handled properly

• You are probably not leveraging these conversations to sell more products/services

Your Social Media Business Problem

© Oracle Corporation 2010 – Proprietary and Confidential


Listening Platform Integration

• Solution• Existing solution for CRM On

Demand through Buzzient• Benefits

• Makes social media information actionable within CRM

• Allow CRM users to interact with Social Media

• Extend the customer profile in CRM to include Social Media information

• Provides standards-based approach to process social data in CRM

• Identifies who to listen to and interact with based on their influence


Community Manager Dashboard


Service Request from Social Media Post


Agents responds from within CRMOD


Combined Analysis – Social Media Sentiment v. Service Request Volume (Product Level)


Combined Analysis – Social Media Sentiment v. Service Request Volume (Brand Level)


Social Monitoring Value Proposition

• Strengthen relationships with people who matter the most to business by analyzing their influence and giving priority responses

• Allow more timely service by capturing issues discussed via social media in CRM to be processed and routed for quick response

• Enable more effective call deflection by capturing relevant conversations and augmenting knowledge database with community provided responses

• Capture sales leads easily and ensure follow up• Improve product quality and accelerate innovation by listening

to customer feedback

Singapore2909 Social

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