Social web crm Basın Toplantısı

Facebook ve Twitter nasıl kullanılmalı ? ,[object Object],Sosyal Medya, Web 2.0 ve Müşteri İlişkileri,[object Object],Serhan ÖZHANİş Geliştirme Yöneticisi,[object Object]

© SAP 2009 / Page 2,[object Object],Ajanda,[object Object],Sosyal Dönüşüm,[object Object],“Sosyal İşletme” Olabilmek,[object Object],Twitter ve Facebook’un İlişki Yönetiminde Etkin Kullanımı,[object Object],“Sosyal Tüketici” Olabilmek,[object Object],Demo,[object Object]

© SAP 2009 / Page 3,[object Object],Ajanda,[object Object],Sosyal Dönüşüm,[object Object],“Sosyal İşletme” Olabilmek,[object Object],Twitter ve Facebook’un İlişki Yönetiminde Etkin Kullanımı,[object Object],“Sosyal Tüketici” Olabilmek,[object Object],Demo,[object Object]

Global Sosyal Medya Trafiği,[object Object],© SAP 2010 / Page 4,[object Object],Social Networking websites continue to grow on a huge scale with Facebook recently announcing that they have now reached over 400 million worldwide users and Twitter soon to be reaching the benchmark of 50 million tweets per day. Facebook and Twitter also both boasted a triple-digit growth in 2009 with social networking now accounting for 11% of all time spent online.,[object Object],The Nielsen Company showed that there has been a huge increase of 82% in time spent on social networking sites. From 3 hours per month to 5.5 hours. ,[object Object]

Sosyal Medya İstatistikleri,[object Object],A third of adults post at least once a week to social sites such as Facebook and Twitter.,[object Object],A quarter of adults publish a blog and upload video/audio they created.,[object Object],Nearly 60% maintain a profile on a social networking site.,[object Object],70% Read blogs, tweets and watch UGC video.,[object Object],The average social network user is 37 years old. ,[object Object],LinkedIn, with its business focus, has a predictably high average user age; 44. ,[object Object],The average Twitter user is 39 years old. ,[object Object],The average Facebook user is 38 years old. ,[object Object],Mobile, Desktop and Social Networks,[object Object],There’s a sea change in more people using social networks from mobile devices rather than desktop clients “more people are using the mobile web to socialize (91%) compared to the 79% of desktop users who do the same. It appears that the mobile phone is actually a better platform for social networking than the PC.,[object Object],© SAP 2010/ Page 5,[object Object]

Facebook İstatistikleri,[object Object],People on Facebook,[object Object],More than 400 million active users,[object Object],50% of our active users log on to Facebook in any given day,[object Object],Average user has 130 friends,[object Object],People spend over 500 billion minutes per month,[object Object],Activity on Facebook,[object Object],There are over 160 million objects that people interact with (pages, groups and events),[object Object],Average user is connected to 60 pages, groups and events,[object Object],Average user creates 70 pieces of content each month,[object Object],More than 25 billion pieces of content (web links, news stories, blog posts, notes, photo albums, etc.) shared each month.,[object Object],Global Reach,[object Object],More than 70 translations available on the site,[object Object],About 70% of Facebook users are outside the United States,[object Object],Over 300,000 users helped translate the site through the translations application,[object Object],Mobile,[object Object],There are more than 100 million active users currently accessing Facebook through their mobile devices.,[object Object],People that use Facebook on their mobile devices are twice more active on Facebook than non-mobile users.,[object Object],http://www.facebook.com/press.php,[object Object]

Twitter İstatistikleri,[object Object],According to Twitter today some 50 million tweets are sent a day.,[object Object], Tweets in 2009 grew some 1,400%. Traffic to Twitter.com grew around 1,100%,,[object Object],Twitter has 105,779,710 registered users , 300,000 new users sign up per day ,[object Object],Twitter receives 180 million unique visitors per month ,[object Object],75% of Twitter traffic comes from third-party applications, 60% of all tweets come from third-party apps ,[object Object],There are 600 million search queries on Twitter per day ,[object Object],There are over 100,000 Twitter applications ,[object Object],Twitter gets 3 billion requests a day through its API ,[object Object],37% of active Twitter users use their phone to tweet ,[object Object],© SAP 2010/ Page 7,[object Object]

Web 2.0 Bilgiye Erişimin Demokratikleşmesini Sağladı,[object Object],© SAP 2009 / Page 8,[object Object],Consumer,[object Object],Information Worker,[object Object],Find & connect with others,[object Object],Share information & experiences with colleagues,[object Object],Find the most relevant information from a trusted source,[object Object],Provide quick updates of your work status; informal communication,[object Object],Communicate spontaneously & directly with colleagues,[object Object],Contribute to & use collective intelligence,[object Object],The trends in the ‘consumer’ world are being felt in the Enterprise; redefining how individuals/organizations collaborate – ‘Social’,[object Object]

Sosyal İşbirliği ve Katılım İhtiyacını Güçlendiren Trendler,[object Object],Hierarchical,[object Object],Networked / Collaborative,[object Object]

recognize that using the web to partner with their customers will have a significant impact ontheir business,[object Object], of enterprise early adopters are planning online communities,[object Object],B2C,[object Object],B2B,[object Object],Sosyal Dönüşüm Sosyal Medya Şirket-Müşteri arasındaki ilişkiyi değiştiriyor,[object Object],Social Web,[object Object],of U.S. online consumers will be viewing social content by the end of 2009,[object Object],85%,[object Object],58%,[object Object],85%,[object Object],58%,[object Object],40%,[object Object],of European online consumers continue their uptake of social media, with more than half now regularly engaging in some type of social content,[object Object],40%,[object Object],50+%,[object Object],50+%,[object Object],Serious Business - Web 2.0 Goes Corporate,,[object Object]

Sosyal Medya Sosyal Web ile Tüketiciler için Kanallar Çoğalıyor,[object Object],The Social Web,[object Object],Company,[object Object],Customer,[object Object],“By 2010, more than 60% of Fortune 1000 companies ,[object Object],with a Web site will have some form of online community ,[object Object],that can be used for customer relationship purposes.”,[object Object],“The Business Impact of Social Computing on CRM”, Gartner, February, 2009,[object Object],© SAP 2010 / Page 11,[object Object]

User,[object Object],DIRECT FRIENDS,[object Object],Company,[object Object],Sosyal Fırsat,[object Object],Etkileşim gücünüzü sosyal ağınız ile arttırın,[object Object],“Growing a community is not just adding new members….”,[object Object],“Connecting the Community”, Valdis Krebs, 2008,[object Object],© SAP 2010 / Page 12,[object Object]

User,[object Object],Company,[object Object],Sosyal Fırsat Etkileşim gücünüzü sosyal ağınız ile arttırın,[object Object],DIRECT FRIENDS,[object Object],INDIRECT FRIENDS,[object Object],INTERESTED PARTIES,[object Object],“A community thrives by its connections, not by its collections...,[object Object],Content is not King – context, based on connections is King!”,[object Object],“Connecting the Community”, Valdis Krebs, 2008,[object Object],© SAP 2010 / Page 13,[object Object]

Ajanda,[object Object],Sosyal Dönüşüm,[object Object],“Sosyal İşletme” Olabilmek,[object Object],Twitter ve Facebook’un İlişki Yönetiminde Etkin Kullanımı,[object Object],“Sosyal Tüketici” Olabilmek,[object Object],Demo,[object Object],© SAP 2010 / Page 14,[object Object]

Sosyal İşletme Olabilmek,[object Object],Customer,[object Object],Advocacy,[object Object],TRANSFORM,[object Object],Loyalty,[object Object],Evolve Relationships,[object Object],ENGAGE,[object Object],[object Object]

New business modelsSatisfaction,[object Object],ENABLE,[object Object],Build Customer Trust,[object Object],[object Object]

DialogImprove Brand Perception,[object Object],[object Object]

Share and consumeDegree of ,[object Object],Change…,[object Object],© SAP 2010 / Page 15,[object Object]

…analog electric meters that have been used since the days of Edison will be replaced over the next few years by digital units with wireless communication technology that will allow PG&E to read meters remotely…. Eventually, consumers will be able to use the SmartMeter device with a thermostat or a computer monitor in their homes to track and adjust consumption of power by their appliances and lights.”,[object Object],Climate at Bay www.climateatbay.net,[object Object],“,[object Object],Marka Algısını Güçlendir,[object Object],PG&E drives customer satisfaction via digital media channels,[object Object],[object Object]

Approach: Sharing cost saving or other helpful information with customers through new digital media channels

Benefit: Increasing awareness and customer satisfactionImprove customer relations by sharing helpful information ,[object Object],via social media channels,[object Object],© SAP 2010/ Page 16,[object Object]

Dell Computers was suffering from historically bad reputation in 2006 when they decided to start listening to their customers. Now everyone in the blogging/social media effort at Dell try to respond to every mention of Dell online, be it on a blog, Twitter or elsewhere. All listening has done for Dell is turn their customer service reputation around 180-degrees.”,[object Object],Posted by Drew McLellan on December 1, 2008,[object Object],McLellan Marketing Group – www.drewsmarketingminute.com,[object Object],“,[object Object],Güven SağlaDell improves customer retention by listening and sharing,[object Object],[object Object]

Approach: Sharing product, pricing and support data through new social media channels as well as fostering customer dialog and community

Benefit: Significantly improved reputation and customer trustRetain customers by providing them with the ,[object Object],information they desire, where and when they want it,[object Object],© SAP 2010 / Page 17,[object Object]

President Obama has authored the most successful Internet marketing campaign ever. He and his campaign have gone from the longest of long-shots, to the presidency in less than two years. And his campaign’s embrace of technology has played a key role in spreading his message of hope and change to millions of people – people looking to be part of that change.”,[object Object],Posted by Brent Leary on November 26, 2008Co-Founder and Partner of CRM Essentials LLC,[object Object],“,[object Object],DönüşBarack Obama transforms the election process,[object Object],Challenge: New politician on the block,[object Object],Approach: Multi-channel social networking processes linked with legacy campaign and communication processes ,[object Object],Benefits: Greatly increased supporters via viral effect of social networking and community empowerment,[object Object],Barack Obama’s Social Media Lessons for Business,[object Object],Transform your efforts by harnessing the exponential viraleffect of social media to revolutionize business as usual,[object Object]

Ajanda,[object Object],Sosyal Dönüşüm,[object Object],“Sosyal İşletme” Olabilmek,[object Object],Twitter ve Facebook’un İlişki Yönetiminde Etkin Kullanımı,[object Object],“Sosyal Tüketici” Olabilmek,[object Object],Demo,[object Object]

Karşılaşılan Güçlükler,[object Object], Müşterilerin kendi aralarında ve müşteri toplulukları içerisinde geçen ve içinde ürün ve hizmetler ile ilgili samimi düşünce ve güşlerin paylaşıldığı sohbetler takip edilememesi ,[object Object], Sosyal medyayı yoğun kullanan CRM süreç bağlantılarındaki entegrasyon eksikliklerinden dolayı etkin ve hızlı hizmet verilememesi,[object Object], Webte gecen bu konusma ve etkileşimler yapısal olmayan bir biçimde oluşmakta, milyonlarca fikir ve yorumun anlamlandırılmasında zorluklar yaşanması ,[object Object],Durumun 360 derece görünümün elde edilememesi ve doğru karar alma süreçlerini çalıştıramamak,[object Object],© SAP 2010 / Page 21,[object Object]

Sosyal Medya Kullanımın Şirketlere Faydaları,[object Object], Hızlı şeklide cevap verebilmek için şirketlerin müşterilerden ürünler hakında direkt görüş almasını sağlanması ,[object Object], Gerekli SAP CRM süreçlerini otomatik olarak tetikleyerek, müşteri memnuniyetini arttırmaya ve müşteri deneyimini zenginleştirmeye olanak sağlanması ,[object Object], Aksiyon almayı ve dikkatli incelemeyi gerektiren milyonlara konuşma ve yorumu etkin, verimli ve hızlı analizlere imkan verecek bir ortam,[object Object], Telefon, fax, sms, chat gibi Klasik kanallarda yürüyen etkileşimlere sosyal medya kanalını ekleyerek doğru 360 derece görünümüne ulaşılabilmesi,[object Object], Müşteri sadakatini arttırmayı, hızlı hizmet vermeyi ve müşterinin taraftar olmasının sağlanması,[object Object],Ürün ve servisler konusunda müşterinin gerçek görüşlerini doğru, ilk ağızdan hızlıca ulaşabilmesi,[object Object], Yaratılan kampanyalar ile talep artışı sağlamak, ucuz ve hızlıca doğru hedef kitleye ulaşabilmek. ,[object Object], Elektronik ticaret ve web analizleri entegrasyonları ile beraber kampanya etkinliklerinin doğru ölçümlenebilmesi.,[object Object],Kampanyaların ağızdan ağıza yayılımı etkisini kullanarak büyük kitlelere ulaşabilmek,[object Object]

İşletmenizi GenişletinYeni Müşteri İlişkileri Yönetimi ile,[object Object],Enterprise,[object Object],Social Web: Collaboration,[object Object],CRM 2.0: ,[object Object],CRM + Social Web,[object Object],CRM 1.0: ,[object Object],Robustness & Efficiency,[object Object],[object Object]

Information sharing (product ratings, service feedback…)

Enable action based on feedback from direct customer interactions and the social web

Leverage collaboration across business processes and beyond business boundaries

Structured and unstructured data

Sosyal CRM StratejileriSosyal İlişki Yönetimi Dizayn Prensipleri,[object Object],CollaborationFacilitate collaboration capabilities across all roles andbusiness processes,[object Object],InsightConsolidated view of the enterprise (Operational and ‘Social’),[object Object],Social Media InterfaceAbility to leverage new communication channels to gain better customer insight and improve customer experience,[object Object],Technology Enablers,[object Object],[object Object]

Social web crm Basın Toplantısı

Social web crm Basın Toplantısı

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados(20)

Destaque

Destaque(8)

Similar a Social web crm Basın Toplantısı

Similar a Social web crm Basın Toplantısı(20)

Mais de ugur candan

Mais de ugur candan(20)

Último

Último(20)

Social web crm Basın Toplantısı

Notas do Editor