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Smart Strategies with Social CRM Michel van WoudenbergGeneral Manager Asia Pacific Oracle CRM On DemandSeptember 2010 66% of all touch points related to a brand are now consumer generated75% of the global internet audience is engaged on social networksMember communities reach more internet users (66.8%) than email (65.1%) LEVERAGE SOCIAL The world spends over 110 billion minutes on social networks and blog sites. 1 in every 4 and ? minutes spent online is on social media platformsThe average visitor spends almost 6 hours a week You are not aware of your customer/prospect conversations out thereYour customers trust opinions ‘out there’ more than your representatives & marketing messagesThose conversations in social media are out in the open and can promote or damage brands if not handled properlyYou are probably not leveraging these conversations to sell more products/servicesYour Social Media Business Problem? Oracle Corporation 2010 – Proprietary and Confidential Listening Platform IntegrationSolutionExisting solution for CRM On Demand through BuzzientBenefitsMakes social media information actionable within CRMAllow CRM users to interact with Social MediaExtend the customer pro CRM to include Social Media informationProvides standards-based approach to process social data in CRMIdentifies who to listen to and interact with based on their influence Community Manager Dashboard Service Request from Social Media Post Agents responds from within CRMOD Combined Analysis – Social Media Sentiment v. Service Request Volume (Product Level) Combined Analysis – Social Media Sentiment v. Service Request Volume (Brand Level) Social Monitoring Value Proposition Strengthen relationships with people who matter the most to business by analyzing their influence and giving priority responsesAllow more timely service by capturing issues discussed via social media in CRM to be processed and routed for quick responseEnable more effective call deflection by capturing relevant conversati