4sq + scrm

4sq + SCRMMayor Stefano Mizzella

http://www.flickr.com/photos/roomjosh/2072272160/

Social CRM

Social CRM is the company’s response to the customer’s ownership of the conversation. Paul Greenberg

Le citazioni del vs brand sui social sono email per voi, con in cc: il mondo intero.

Gianluca Diegoli

Traditional Customer

Social Customer

Some 90% of buyers trust peer

reviews and 70% trust online

reviewsAmerican Marketing Association

http://www.flickr.com/photos/dpstyles/4107097443/

The end goal of CRM is to allow the company to effectively manage

the customer in order to keep them purchasing a product or service.

Social CRM involves companies

collaborating with their customers to

create advocacy, by improving

customer experiences.

Framework

Social CustomerInsights

BusinessValues

Social Marketing

Social Sales

Social Service &Support

Social Innovation

Collaboration

CustomerExperience

Social Customers Insights

Most recent visitors

Most frequent visitors

Time of day people check in

Total number of unique visitors

Histogram of check-ins per day

Gender breakdown of customers

Check-ins broadcast to Twitter and Facebook

Sentiment

Key infulencers

Top sources

Top mentions

Customers tips

Social Marketing

Own your venues

Create a multi-platform strategy

Design a playful engagement

Follow your visitors on Twitter

Mirror your venues on Facebook

Social Sales

Utilize tips

Promote Check-ins

Offer specials to mayors

Offer specials to everyday visitators

Target first time customers

Reward loyalty

Track ROI

Foursquare + Square

Hutch Carpenter

Social Service & Support

Consider your customers as a community

Offer real-time feedbacks and support

Provide fun & usefull informations

Recruit and reward brand ambassadors

Social Innovation

Collaboration

Customer Experience

Results

Social Customer Insights

Social Marketing

Social Sales

Social Service & Support

Social Innovation

Collaboration

Customer Experience

Thanks

@stefanomizzella

stefano.mizzella@open-knowledge.it

www.socialmediascape.org