4sq + scrm
Post on 18-Oct-2014
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4sq + SCRMMayor Stefano Mizzella
http://www.flickr.com/photos/roomjosh/2072272160/
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Social CRM
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Social CRM is the company’s response to the customer’s ownership of the conversation. Paul Greenberg
Le citazioni del vs brand sui social sono email per voi, con in cc: il mondo intero.
Gianluca Diegoli
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Traditional Customer
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Social Customer
Some 90% of buyers trust peer
reviews and 70% trust online
reviewsAmerican Marketing Association
http://www.flickr.com/photos/dpstyles/4107097443/
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The end goal of CRM is to allow the company to effectively manage
the customer in order to keep them purchasing a product or service.
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Social CRM involves companies
collaborating with their customers to
create advocacy, by improving
customer experiences.
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Framework
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Social CustomerInsights
BusinessValues
Social Marketing
Social Sales
Social Service &Support
Social Innovation
Collaboration
CustomerExperience
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Social Customers Insights
Most recent visitors
Most frequent visitors
Time of day people check in
Total number of unique visitors
Histogram of check-ins per day
Gender breakdown of customers
Check-ins broadcast to Twitter and Facebook
Sentiment
Key infulencers
Top sources
Top mentions
Customers tips
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Social Marketing
Own your venues
Create a multi-platform strategy
Design a playful engagement
Follow your visitors on Twitter
Mirror your venues on Facebook
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Social Sales
Utilize tips
Promote Check-ins
Offer specials to mayors
Offer specials to everyday visitators
Target first time customers
Reward loyalty
Track ROI
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Foursquare + Square
Hutch Carpenter
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Social Service & Support
Consider your customers as a community
Offer real-time feedbacks and support
Provide fun & usefull informations
Recruit and reward brand ambassadors
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Social Innovation
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Collaboration
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Customer Experience
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Results
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Social Customer Insights
Social Marketing
Social Sales
Social Service & Support
Social Innovation
Collaboration
Customer Experience