Download - Social CRM becoming a reality
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UnderstandingSocial CRM reality
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BISNODE INTERACT’S SOCIAL CRM SOLUTION
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SOCIAL MEDIA & BRANDS IN EUROPE
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50% longer consumer lifetime
54% more spending
56% stronger brand connection
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Social Media is the new communication speedway
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Social Networks
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Social Networks Blogs & microblogs
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Social Networks Blogs & microblogsSocial Bookmarking
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Social Networks Blogs & microblogsSocial Bookmarking Media Sharing
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Social Networks Blogs & microblogsSocial Bookmarking Media Sharing Online Reviews
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Social Networks Blogs & microblogsSocial Bookmarking Media Sharing Online Reviews User Generated Content
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Europe
Turkey
Poland
United kingdom
Finland
Norway
The Netherlands
Spain
Sweden
Belgium
Italy
France
Germany
Austria
84%
92%
90%
87%
86%
65%
85%
84%
83%
82%
82%
80%
79%
74%
10.7
4
1.8
9.7
5
11.3
2.6
2.5
4.2
11
16.6
16.3
SOCIAL MEDIA GROWTH IN EUROPE
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60%
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94%28%
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95% 11%
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900 million pages, groups, events...
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900 million pages, groups, events...#80 connections per user
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900 million pages, groups, events...#80 connections per user#90 content creations per user/month
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900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of content shared/month
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900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of content shared/month250 million external web engagements /month
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900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of content shared/month250 million external web engagements /month#10.000 new websites integrations/day
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900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of content shared/month250 million external web engagements /month#10.000 new websites integrations/day> 2.5 million websites integrated
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21 million Facebook users
33%
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16 million Facebook users
20%
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46%
29 million Facebook users
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60% is based outside the US
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60% is based outside the US40% via a mobile device
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60% is based outside the US40% via a mobile deviceTwitter usage in EMEA countries increased with 64%
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60% is based outside the US40% via a mobile deviceTwitter usage in EMEA countries increased with 64%Spain : increased by 151%
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60% is based outside the US40% via a mobile deviceTwitter usage in EMEA countries increased with 64%Spain : increased by 151%UK : EMEA’s biggest single Twitter market, with nearly 5 million users
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Once someone has 1.000 followers, the average number of Tweets per day climbs
from three to six.
When someone has more than 1.750 followers, the number of Tweets per day
even rises to 10.
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100%
85.3% updates their
status once a day or less
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100%
50.4% hasn't updated in
the last seven days
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100%
75% of all activity,
users account5%
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100%97.4%
of all activity,
users account30%
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100%
22% url to website
or blog
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100%
44% provides a
location
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100%
31% give bio
information
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+
+-
Financial value
Socialvalue
AmbassadorsCore Buyers
InfluencersMisers
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Creators
Conversationalists
Critics
Collectors
Joiners
Spectators
Inactives
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So a person with a high brand and/or category engagement, several profiles in
different social networks and a high network size is the best brand
ambassador.
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Analysis of available social information
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All social media
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Brand mentions on Facebook
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Brand mentions in forums
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25% users >1tweet
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25% users >1tweet 38% users with author name
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25% users >1tweet 38% users with author name12% users with first and last name
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25% users >1tweet 38% users with author name12% users with first and last name40% users with full name matched with DB
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40% more following versus non-identified users
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40% more following versus non-identified users
60% more followers versus non-identified users
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40% more following versus non-identified users
60% more followers versus non-identified users
40% less meaningless chatter versus non-identified users
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Mass Connectors
Mass Mavens
MM MM
MC MC4% 80%
11% 80%
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Creators
Conversationalists
Critics
Collectors
Joiners
Spectators
Inactives
URL’s included in the twitter profile
Twitter user names identified
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Website analysis
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Website analysisBeauty 44%
Family 28%
Fitness 18%
Home 7%Food 3%
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Website analysis
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Creators
Conversationalists
Critics
Collectors
Joiners
Spectators
Inactives
URL’s included in the twitter profile
Twitter user names identified
Post review, Find it useful, Post tip, Comment on articles, Forum
Coupon, Sample requests, Games
Referrer from, Share to Facebook
Read articles, read blogs, read post reviews, read tips
Very infrequent visitor
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Collecting social media information
from campaigns
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Collecting social media information
from campaigns
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Monitoring identified
consumers
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Monitoring identified
consumers
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Monitoring identified
consumers
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Connecting the dots
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WEBSITE Review frequencyVotes Read and shared content Visit frequency Visit length Requested coupons Facebook shares Twitter shares
MONITORINGBrand mentionsCompetitor mentions Category mentions Social media activity Network size Influence scores (eg Klout)
CAMPAIGNS Facebook fan page engagement score Likes and shares from email campaigns Facebook network size Facebook network reach (re-sharing content)
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Brand involvement
Reach of network
Ambassadors :Pamper and leveragePamper and maintain
NurtureIgnore
Conversationalists
Critics
Collectors
Joiners
Spectators
Inactives
Creators
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THANK YOU
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