copyright 2008 oracle. confidential, all rights reserved
TRANSCRIPT
CEM Social NetworkingLeverage Web 2.0 Technologies in your CRM
Fadi SAAB | Territory Sales Consulting Manager - GCCCommunications, Media, Utilities & Transportation Industry Phone +971.4.3909000 | Cell +971.5.0900 27 21Oracle Middle East & Africa Operations
Copyright 2008 Oracle. Confidential, all rights reserved.
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Copyright 2008 Oracle. Confidential, all rights reserved.
Customers participate to the enterprise loyalty strategy
Customers participate to the enterprise loyalty strategy
Transaction
Interaction
Satisfaction
Relation
Loyalty
Militant
Product Recommendation
Recommendation based on interaction and sharing information
Recommendation based on customer history and multiple interactions
Recommendation based on personalization
Cu
sto
mer
Be
hav
ior
Client relation lifecycle
Operational customer Experience
Customer feel preference and loyalty obligation
Occasionnel Recurrent Long term Permanent
Client Experience management
Info
rmed
Sat
isfi
edA
dvo
cat
“Customer Advocates”
Copyright 2008 Oracle. Confidential, all rights reserved.
The Impact of Social NetworkingA New Web, A New User Population
Users grew up on the Internet and share by default
Expect social structures from all applications
Blur line between professional and personal relationships
Accustomed to instant access to information
The Power of Viral AdoptionDays Rice (Users)
Day 1 1
Day 2 2
Day 3 4
Day 4 8
Day 5 16
Day 6 32
Day 7 64
Day 8 128
Day 9 256
Day 10 512
Day 11 1024
Day 12 2,048
Day 13 4,096
Day 14 8,192
Day 15 16,384
Days Rice (Users)
Day 16 32,768
Day 17 65,536
Day 18 131,072
Day 19 262,144
Day 20 524,288
Day 21 1,048,576
Day 22 2,097,152
Day 23 4,194,304
Day 24 8,388,608
Day 25 16,777,216
Day 26 33,554,432
Day 27 67,108,864
Day 28 134,217,728
Day 29 268,435,456
Day 30 536,870,912
Day 31 1,073,741,824
Internet Penetration
Country or Internet Broadband InternetRegion Name Users Subscribers Penetration
Greenland 52,000 n/a 90.3 %Iceland 273,930 97,900 90.0 %Norway 3,993,400 1,558,000 86.0 %Finland 4,353,142 1,617,000 83.0 %Netherlands, the 13,791,800 5,507,000 82.9 %Sweden 7,295,200 3,280,000 80.7 %Australia 16,926,015 4,830,200 80.6 %New Zealand 3,360,000 853,000 80.5 %…
Country or Internet Broadband InternetRegion Name Users Subscribers Penetration
United States 213,364,918 73,206,000 73.2 %United Kingdom 43,753,600 15,605,200 71.8 %Belgium 7,006,400 2,715,300 67.3 %Germany 55,221,183 19,600,000 67.0 %France 40,858,353 15,550,000 65.7 %…
Country or Internet Broadband InternetRegion Name Users Subscribers Penetration
United Arab Emirates 2,260,000 379,800 48.9 %Qatar 351,000 70,300 42.4 %Lebanon 1,570,000 190,000 39.5 %Bahrain 250,000 68,300 34.8 %Kuwait 900,000 25,000 34.7 %Tunisia 2,800,000 114,200 27.0 %… Saudi Arabia 6,380,000 600,000 22.7 %Morocco 6,600,000 477,400 19.2 %Jordan 1,126,700 86,000 18.2 %Syrian Arab Republic 3,470,000 7,000 17.6 %Palestinian Territory 355,500 55,600 14.8 %Egypt 10,532,400 477,100 12.9 %South Africa 4,590,000 378,000 10.5 %Algeria 3,500,000 287,000 10.4 %Oman 340,000 20,200 10.3 %Nigeria 10,000,000 500,000 6.8 %
As of 2009
Markets Are Conversations
• A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter—and getting smarter faster than most companies.
- The Cluetrain Manifesto
Source: The Cluetrain Manifesto
• The Internet accounts for only 10% of total sales, but Social Networks influence > 40% of all offline sales
• >85% of the students currently enrolled in U.S. colleges and universities have profile pages on Facebook
• Active accounts on Social Networks• 300 million on QQ (China)• >60 million on Orkut (Big in Brazil and India)• 60 million on Facebook (US)• 20 million on Cyworld (Korea)• 19 million on Friends Reunited (UK) • 14 million on Mixi (Japan)
Trends in how consumers want to engage socially on their sites and over which specific social network providers
Are Companies Using Web 2.0?*
*Source: July 2008 McKinsey Quarterly Survey on web 2.0
Increased Focus on End-user Applications
Copyright 2008 Oracle. Confidential, all rights reserved.
What are Companies using Web 2.0 to do?*
*Source: July 2008 McKinsey Quarterly Survey on web 2.0
Copyright 2008 Oracle. Confidential, all rights reserved.
Moving From CRM To CEMA New Web, A New User Population
Acquisition
Pa
rtn
ers
hip
ma
na
gem
ent
Ca
mp
aig
n m
ark
etin
g
Products and packages
Acquisition
Churn
Web
RCC
FullIVR
Work F
TeleMark
ITV
Client
Qualif ication
Order management
Ser
vice
Req
uest
s
Ret
entio
n &
Lo
yalty
m
anag
emen
t
Win Back
SMS
Copyright 2008 Oracle. Confidential, all rights reserved.
Two Integration Cases
SelfCare to Social Integration
Social Enterprise account to CRM Integration
SelfCare
Enterprise Account
Copyright 2008 Oracle. Confidential, all rights reserved.
Two Integration Cases
SelfCare to Social Integration
Social Enterprise account to CRM Integration
SelfCare
Enterprise Account
Copyright 2008 Oracle. Confidential, all rights reserved.
Service Flow
1. Community Manager Dashboard – Community manager reviews relevant service oriented posts.
Community manager creates SR from post.
2. CRMOD: Agent reviews SR Screen – Because handle was in CRMOD, SR is created against CRMOD
contact.
3. CRMOD: Agent Responds– Agent responds directly customer, providing a suggested solution.
Note outbound response being displayed as a closed activity against the SR
4. Twitter: Customer View – Customer reviews agents reply. Tries fix but needs to alter it a little to
get it to work. Customer sends reply to agent tweet thanking him and stating the one other thing needed to get his configuration to work.
5. CRMOD: Agent Reviews Response– Agent views SR (or some inbox) with customer’s response. Because
the customer’s response contains valuable information, agent creates a CRMOD solution from the customers tweet response.
Copyright 2008 Oracle. Confidential, all rights reserved.
Customer Response Merits Creating a Solution
Copyright 2008 Oracle. Confidential, all rights reserved.
Two Integration Cases
SelfCare to Social Integration
Social Enterprise account to CRM Integration
SelfCare
Enterprise Account
Copyright 2008 Oracle. Confidential, all rights reserved.
Are Your Salespeople in the Conversation?
Benefits of being in the conversation• Insight from the customer well in advance
of the salesperson’s first call• Insight on what to sell based on peer
actions• Insight on which campaigns work well from
peers• Insight on which messages were effective
Conversations Conversations
Sales Rep
Copyright 2008 Oracle. Confidential, all rights reserved.
Social Commerce Engagement
Convergent
Connector
Copyright 2008 Oracle. Confidential, all rights reserved.
Social Login
Visitors may also login using their social network credentials. If they are already signed into a site like Facebook, then they try to login to Spaces, they will simply login automatically without having to fill in a login for or provide any additional credentials
Shopper‟s chosen avatar is synced from the social network they connect from to personalize their MyStore Panel
Copyright 2008 Oracle. Confidential, all rights reserved.
Shoppers who trust their social networks can use those credentials to register for a Spaces store account instantly. The store registration form will be automatically pre-populated will all permissible information pulled from their connected social networks such as Facebook, Twitter, GMAIL, MySpace and others. If a merchant doesn‟t want to collect any „additional‟ details or opt-ins during registration they can opt to make the social registration process a 1-click event!
Examples of Social Commerce and Social Integration in Action
Copyright 2008 Oracle. Confidential, all rights reserved.
“Share This‟ widget
Shoppers navigate to an item‟s product detail page or tooltip and chooses to „Share This‟ product on their Facebook and Twitter wall with all their friends. They then add a little note inviting them to join them at the online store.
Copyright 2008 Oracle. Confidential, all rights reserved.
Recommendations Product Carousel: in product tooltips
Carousel product and promotion tooltips have great information to share as well as a quick call link to action to add items to the cart.
Copyright 2008 Oracle. Confidential, all rights reserved.
Promotions Page/Modal: by clicking the „view all promotions‟ button
Don‟t just share products, share PROMOTIONS too! They will link back to the applicable product or category when clicked in the Facebook Wall, etc.
Copyright 2008 Oracle. Confidential, all rights reserved.
Entire Orders at post sale
It‟s a new best-practice to give your loyal customers a chance to be brand ambassadors by allowing them to share their entire purchases with others. We may take this even further in the future in the form of “affiliated microstores” in our upcoming My Store Concept. More on that as it develops.
Copyright 2008 Oracle. Confidential, all rights reserved.
Entire Orders at post sale
Shared links will lead the attracted visitors directly to that purchase‟s product list landing page. On that page they will find calls to action, like Add to Cart, Add to List and Share, as well as other details about the items.
Copyright 2008 Oracle. Confidential, all rights reserved.
Gift Lists: Lists can be shared across any/all connected social networks
When you share a list across your connected social networks, the link will bring the attracted visitor to a page detailing the list, or in the case where the list only contains one product, it will go directly to that product‟s detail page. This gives the shopper a rapid and fun way to collaborate with other people while shopping for an event. Privacy is enforced where applicable.
Copyright 2008 Oracle. Confidential, all rights reserved.
Social Reactions (Like/Dislike/Whatever)
When the user reacts by clicking one of your configurable „social reaction phrases‟ both their user profile as well as the product in question get updated with the new reaction/like data. This makes it possible to segment and target your users as well as your products and promotions based upon the like data contained in either the user or products profiles.
The results of the Share This button to Facebook
Copyright 2008 Oracle. Confidential, all rights reserved.
Social Affinity
Exposing this „social affinity‟ functionality in the form of widgets on key pages where you want to give visitors peace of mind about a buying decision seems like a good thing. Facebook validates that our approach nearly guarantees conversion improvement and will likely be a new social commerce best practice.
Copyright 2008 Oracle. Confidential, all rights reserved.
Social Network Profile Data = Merchant‟s Pot of Gold!
As users update their social profiles, their site experience will change along with them.
The social profile data is then persisted in the ATG user profile and immediately available to use in segmentation and targeted personalization rules.