Socialytics: Using Social Data for More Effective Sales, Marketing & Customer Service
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Transcript of Socialytics: Using Social Data for More Effective Sales, Marketing & Customer Service
7-10 © 2010 IDC Copyright 2010 IDC
Michael Fauscette, Group Vice President, Software Business Solutions
7-10 © 2010 IDC
What if?... Know when a customer is becoming an influencer / advocate BEFORE it happens?
Know what a customer is likely to buy BEFORE asking?
Know what marketing messages an individual customer will respond to… Know when a customer
is likely to defect BEFORE it happens?
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Data
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Information
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Socialytics
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The Intersection of:
CRM
Web Analytics
Social Data
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Listening…
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Listening…
Compliments Complaints Questions Problems Competitors Crisis Influencer Voice of the Crowd Opportunity / Needs
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Track… • Positive Mentions
• Length / Span of Travel
• Conversation
• Synchronization
• Tally
• Sentiment
• Activation
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Metrics – measuring success
SOCIAL METRICS
# ac/ve members
# site visits
# member posts
# event registra/ons
# answered ques/ons
Influence Engagement Revenue Costs Margin
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Activity
Engagement
New Business
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Reactive Versus
Predictive
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Monitoring
Decision Support
Creating actionable insight!
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What’s happening?
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What some of the vendors are doing…
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Increase # of prospects Find links to decision-makers Strength / weakness of relationships Change in urgency
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Power of Community + Predictive Decision Support
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http://www.idc.com/research/socialbusiness.jsp
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Contact
Michael Fauscette
Twitter: @mfauscette
Blog: www.mfauscette.com