Buzzient Webinar with Adam Metz; "The Enterprise Social Customer"

1. The Enterprise Social Customer:
Taking Social CRM To The Next Level
1 Buzzient.com

2. Agenda
• Welcome: Buzzient
@buzzient
• Keynote: Adam Metz
@theMetz
• Buzzient Overview: Tim Jones
@tbjbuzzient
• Demonstration
• Q&A
2 Buzzient.com

3. 3 Big Questions
1. What is social customer management?
2. What are the stages of ge6ng your
organiza9on to social customer
management?
3. What are the use cases for social
customer management, for sales and
marke9ng?

4. The Long Definition
Social CRM is a philosophy and a
business strategy, supported by a
technology platform, business rules,
work flow, processes, and social
characteristics, designed to engage
the customer in a collaborative
conversation in order to provide
mutually beneficial value in a trusted
and transparent business
environment. It s the company s
response to the customer s
ownership of the conversation.
- Paul Greenberg, CRM at The Speed
Of Light, 4th Edition ext

5. The Short Definition
Social CRM is a
strategy to make
conversations with
customers who
bring you money
and make your
customers happy.

6. 4 Levels Of Social Customer Engagement
2011 Metz Consulting and The Pedowitz Group

7. 4 Levels Of Social Customer Engagement
2011 Metz Consulting and The Pedowitz Group

10. © 2011 Awareness CONFIDENTIAL

11. Want To Learn More?
Grab a free 9-hour audio course at
metz.customerhub.net

12. Customers are using social media – just not over
your established channels
…so how do you handle all this social media?
12 Buzzient.com

13. The Solution: Buzzient Enterprise
Posts about problems,
Buzzient harvests
issues, sales interest,
content according to
product opinion,
your keywords
feedback, etc.
Take action,
Buzzient stores and visualize content
analyzes the related and analytics
Social Media Analytics
social media and Integration Platform
Buzzient
transparently
integrates into Buzzient Analytics
Siebel and Oracle Oracle CRM
CRM On Demand Siebel CRM On Demand
13 Buzzient.com

14. The Buzzient Solution
• Real Time Social Media Management
• Track social media sources like Twitter and Facebook, YouTube, as
well as industry-specific blogs and forums
• Action-oriented Analytic Measurement
• Powerful sentiment analysis helps focus on posts that matter
• Works with Existing Workflows
• Perfect for customer service, sales, and loyalty applications
• Seamless Siebel and CRM On Demand Support
• Only Oracle-validated social integration app for CRM On Demand
14 Buzzient.com

15. Social Media Integration Value Propositions
Social Media Integration
Use Cases ROI
within Enterprise Workflows
 Handle customer service posts
from customers on social networks Customer  Lower support costs
 Route and track service requests Service  Reduce churn
 Communicate with customers
 Find prospects who are
considering purchase  Increased revenue
Sales  Lower cost of sales
 Create leads from social media
posts
 Track and respond to member
posts Loyalty  Improve customer sat
 Find new members on social Programs  Reduce churn
media
 Use analytics for brand sentiment  Effectiveness tracing
Marketing G&A Cost Efficiency
 Identify social media impact of 
marketing programs
15 Buzzient.com

16. Why Industry Leaders Choose Buzzient
Key Attributes Key Value
• Largest collection of social media • See a complete picture of
Superior Data sources: Facebook, Twitter, YouTube, customer and prospect social
Acquisition RSS, Blogs, iTunes, Android Marketplace media
• Real time processing and historical • Enable rapid response
records
• Compare performance across
Actionable • See how you are doing over time
product lines
• Discover “what people are
Analytics • Create reports in minutes
talking about”
• Filtering posts by brands and products • Cut through the noise to focus
Powerful • Buzzient Sentiment Index quickly shows how on what drive your business
Filtering your customers feel about your products • Auto-Close and route posts
• Siebel and CRM On Demand integrations • Faster implementation
Multiple
• First and Only Validated Social Integration • No re-training as the functionality
Enterprise Apps for Oracle CRM On Demand. is the same across all CRM
support platforms
• Respond directly to users over social • Quicker response times due to no
Tracking of switching between social tool and
media inside the enterprise application
social media enterprise application
• Track all interactions in customer and
interactions prospect records • Eliminate need for duplicate work
to coordinate social and support
16 Buzzient.com teams

17. Case Study: Entertainment Applications
Online Community Management
The Company The Challenges The Buzzient Solution The Results
• Entertainment • Users were putting • Provided a way to monitor
applications developer comments in negative reviews in real time • Staffing costs
• Millions of players reviews • Buzzient Sentiment Index reduced 75%
• 15+ applications • Lower review scores provides application while 4X
• Millions in revenue in were directly effecting managers yardstick for increase in
2010 downloads and usage tracking new feature social media
• In-app purchases introductions analyzed
decreased • Can respond directly to • Average monthly
problem posts in seconds billings/user up
80% in 2011
• Revenue growth
of 300%
17 Buzzient.com

18. Buzzient Benefits: Make $ from Social
• Uncover new leads from the social
channel and gain insights into your
sales prospects
18 Buzzient.com

19. Buzzient Benefits: Save $ with Social
• Improve customer support by easily
routing issues from social media posts
19 Buzzient.com

20. Buzzient Benefits: More Powerful Engagement
• Directly connect loyalty programs with
social media to delight members and
find new ones
20 Buzzient.com

21. Buzzient Benefits: Save Time Using Social
• Use tools you already know to track
social media programs
21 Buzzient.com

22. For More Information
• Get the slides: www.buzzient.com/slides/
• Check out more use cases:
www.buzzient.com/using-social/
• Contact us: mailto:sales@buzzient.com
• Follow us
• Twitter: @buzzient
• Facebook: http://bznt.ly/40
• Free audio course: https://metz.customerhub.net/
22 Buzzient.com

23. Thank You
23 Buzzient.com