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BACK TO THE NINETIES …WHEN CRM WASN’T SOCIAL
SOCIAL MEDIA DAY ACADEMY: 7/3/2012
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WHO AM I?
• Least followers on Twitter of speakers today
• I’ve got and IT/Marketing/Analyst background
• I work in the software industry with SAS Institute
• Call me a generalist (as long as it’s data)
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WHAT WILL I BRING?
• Aspect of time in technology adoption: Learn from the past
• Aspect of people in technology sense: Embrace the future
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THE HYPE CYCLE
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Technology Trigger
Peak ofInflated Expectations
Trough of Disillusionment Slope of Enlightenment Plateau of
Productivity
time
expectations
Years to mainstream adoption:less than 2 years 2 to 5 years 5 to 10 years more than 10 years
obsoletebefore plateau
As of September 2011
This chart is a composite, derived from Gartner published Hype Cycles. The particular combination and comparison of items made here has not been reviewed by Gartner.
CRM Analytics
Customer Relationship Management
Customer-CentricWeb Strategies
Email Marketing
Integrated Marketing Management
Social Analytics
Social Media Management
Social Network Analysis
Text Analytics
Web Analytics
Web Experience Analytics
Lead Management
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CRM IN THE NINETIES WAS CALLED DATABASE MARKETING• DRIVER #1: THE CHANGING ROLE OF DIRECT MARKETING
• The move to relationship marketing for competitive advantage.• The decline in the effectiveness of traditional media.• The overcrowding and myopia of existing sales channels.
• DRIVER #2: CHANGING COST STRUCTURES• The decline in electronic processing costs.• The increase in marketing costs.
• DRIVER #3: CHANGING TECHNOLOGY• The advent of new methods of shopping and paying.• The development of economical methods for differentiating customer communication.
• DRIVER #4: CHANGING ECONOMIC CONDITIONS• The desire to measure the impact of marketing efforts.• The fragmentation of consumer and business markets.
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TODAY:3 FLAVOURS OF CRM
SalesforceAutomation
Marketing Automation
Customer Service
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TODAY: 3 FLAVOURS OF CRM
• Customer Service• Sales force automation• Marketing Automation
• Enter social
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IN THE 90’S
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CUSTOMER CASE 1:CULTURE
Case 1: Zappos
“WE LET OUR CUSTOMERS DO THE MARKETING FOR US” (TONY HSEIH, CEO ZAPPOS)
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FOCUS ON CULTURE?SURE, BUT …
• What if:• a typical day consists of
6,000 phone calls 400 live chats 1.1M social interactions.
you’ll need to know those persons!
Even Culture is fueled by Customer Intelligence
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IN BELGIUM
• Eva from Belgacom • Charlotte from Telenet
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Respond to authors “in channel” Active feedback channel for events, launches, promotions
CUSTOMER SERVICE CRM FUTURE
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TODAY: 3 FLAVORS OF CRM
• Customer Service• Sales force automation• Marketing automation
• Enter social
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TODAY: 3 FLAVORS OF CRM
• Customer Service• Sales force automation• Marketing automation
• Enter social
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IN THE 90
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Basic customer information
Customer Intimacy
Cus
tom
er In
telli
genc
e
Renewal campaigns / Opt in newsletters
Targeted campaigns
Segmentation and patterns
Campaigns based on propensity scoresand next best offers inbound campaigns
Event Triggers
Predictive Models
Channels & Offers optimizationOptimization
Event Based Campaigns
MARKETING AUTOMATION
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IN BELGIUM
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MARKETING AUTOMATION FUTURE
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TODAY: 3 FLAVOURS OF CRM
• Customer Service• Sales force automation• Marketing automation
• Enter social
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IN THE 90’S
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• CHANGING PARADIGMS
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But EMI pract i ca l ly i s
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Itunes Music revenue 2012 expected to top
8 Billion $
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8 Billion $ 1,6 Billion $
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COMPANIES THAT DON’T DIGITALIZE THEIR ASSETS WILL
SOME SLOWLY, OTHERS SUDDENLY
BUT IT WILL BE PAINFULL
DIE
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INTERNET ALMOST KILLED A RETAIL STAR
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BEST BUY IS BARELY SURVIVING DUE TO “SHOWROOMING”
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TOMORROW?
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TODAY! AMAZON FRESH
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ONE OF ING’S TOP THREATS
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customer
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EXPERIENCEFUN
LOTS OF CASHCUSTOMER INSIGHT
LEGACYPRESSURE
LIMITED CASHUNKNOWN CUSTOMERS
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ARE WE THEN TAKING SOCIAL CRM?
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NO PROCESSES?
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SOCIAL CRM FRAMEWORK
Data ManagementCollect
IntegrateNormalize
Store
Analytics LayerClean
OrganizeAnalyze
Report, Engage, & Leverage
InternalData
WebData
Data Integration
Data Cleansing &Noise Filtering
Natural Language Processing
ContentCategorization
Influence & Engagement
Sentiment Analysis
Text Mining &Entity Extraction
• Social Networks• Forums• Blogs• Online News• Reviews
• Survey Open-ends• Customer Emails• Call Center logs• Web chats
Visual AnalyticsBig Data
Visualization
Media Portal iPad appMobile
Media Portal
Dashboard
Conversation Center
Engagement
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(SOCIAL) CRM OR (SOCIAL) CRM?