Social CRM is a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer ownership of the conversation.
2. What is Social CRM?
CRM was about managing
the customer
Social CRM is about engaging
with the customer
“Social CRM is a business strategy designed to engage the customer in a
collaborative conversation in order to provide mutually beneficial value in
a trusted & transparent business environment.
It's the company's response to the customer's ownership of the
conversation.”
www.decideo.fr/bruley
4. What are your targets?
Anyone who takes an interest in your organization should be
considered as a target
– Follower
• Facebook Page Member
• Reads your blog
• Signs up for Newsletter
– Supporter
•
•
•
•
Donor
Volunteer
Advocate
Event Goer
– Organizer
• More involved
• Plans meet-ups / events
– Leader
• Cream of the crop
• May actually become a part of the organization
www.decideo.fr/bruley
5. Targets
Pyramid
Leaders
Lucky to get
one or two
Organizers
Chosen Few
Supporters
Volunteers
Donors
Advocates
Events
Most important shift
Followers
Newsletters
Web Site
Outreach
www.decideo.fr/bruley
6. Advocacy: the Social Customer
Advocates are created through continuous
– Engagement (conversation)
– Transparency (visibility)
– Authenticity (honesty, straightforward behavior)
Approach to Advocacy - Strategy
– Value Proposition: Creation of experiences and tools with products and services designed to
appeal to a commonwealth of interest based on unique insights
– Customer Strategy: Outreach to customers/potential advocates, Property development for
customers – communities, tools, products, services available via company, Godin: Date your
customers
– Continuous Effort: Ongoing feedback, outreach, data tracking, program development,
Constant desire for customer insight – not just data collection
The metrics of advocacy - Net Promoter Score – Referrals as metrics
– The one question that you need to ask your customer is “Would you recommend my company
to someone you know?”
– Measured against the detractors to come up with score, Word of Mouth most influential,
Customer Lifetime Value (CLV), Customer Referral Value (CRV), Customer Brand Value
(CBV)
www.decideo.fr/bruley
8. Consumer Social Web Tools
Blogs
Podcasts
www.decideo.fr/bruley
Social
Network
Services
Wikis
MicroBlogs
Video
Discussion
Forums
Online
Reviews &
Ratings
Widgets
9. What Is Your Content Strategy?
Twitter, Facebook, Blogs – all tactical ways to spread the word
All too often people focus on the method of delivery and not the
content!
Who
Who
How
How
Whitepapers
Whitepapers
Annual Reports
Annual Reports
Breaking News
Breaking News
Event Invites
Event Invites
www.decideo.fr/bruley
What
What
Twitter
Twitter
Facebook
Facebook
Email
Email
Blog
Blog
10. SCRM: Touch-point Management
Customer
Analytics
Population targeting &
segmentation analysis
Outbound-initiated Marketing
Inbound-initiated Marketing
Marketing Campaign
Management
Inbound Interaction
Management
Convert outbound campaigns into 1:1, eventdriven, connected customer conversations – over
time
Deploy event-driven, 1:1, “best-next-action”
recommendations at the point of interaction
– during the interaction
Just-in-time
Real-time
(via asynchronous channels)
Mail
Email
SMS
Web 2.0
Goal is to create a customer
engagement
www.decideo.fr/bruley
(via Synchronous channels)
Web
SlfSvc
Call Ctr
Branch
IVR
You ARE engaged
ATM
11. Customer Behavior Analysis
BI Tools
EMAIL
CORRESPONDENCE DATA
www.decideo.fr/bruley
BRANCH
TELLER DATA
Database Tools
ONLINE
BANKING DATA
STORE VISION
PLATFORM
DATA
Monitoring Tools
CALL CENTER
DATA
CUSTOMER
PROFILE DATA
CUSTOMER
SURVEY DATA
12. Aster MapReduce Analytics Portfolio
PATH ANALYSIS
Discover Patterns in Rows of
Sequential Data
STATISTICAL
ANALYSIS
High-Performance Processing
of Common Statistical
Calculations
MARKETING
ANALYTICS
Analyze Customer
Interactions to Optimize
Marketing Decisions
www.decideo.fr/bruley
TEXT ANALYSIS
Derive Patterns and Extract
Features in Textual Data
SEGMENTATION
Discover Natural Groupings
of Data Points
DATA
TRANSFORMATION
Transform Data for More
Advanced Analysis
13. Big Data Social Analysis: See the
Network
Understand connections among users and organizations
Challenges
Examples
• Large number of entities with rapidly growing
amount of data for each
• Connectivity changing constantly
Aster Data Value
•SQL-MapReduce®
function for Graph
Analysis eases and accelerates analysis
•Ability to store and analyze massive volumes
of data about users and connections
• High loading throughput and incremental
loading to bring new data into analysis
• Link analysis: predicting connections (among
people, products, etc.) that are likely to be of
interest by looking at known connections
• Influence analysis: identifying clusters and
influencers in social networks
www.decideo.fr/bruley
14. Aster Data Capabilities for Text Data
Pre-built SQL-MapReduce functions for text processing
•
•
•
Data transformation utilities
- Pack: compress multi-column data into a
single column
- Unpack: extract nested data for further
analysis
Web log analysis
- Sessionization: identify unique
browsing sessions in clickstream data
Text analysis
- Text parser: general tool for tokenizing,
stemming, and counting text data
- nGram: split text into component parts
(words & phrases)
- Levenstein distance: compute “distance”
between words
www.decideo.fr/bruley
Custom and Packaged Analytics
Aster Data nCluster
App
App
App
App
App
App
Aster Data Analytic Foundation
SQL-MapReduce
SQL
Data
Data
Data
15. Building Visitor Paths from Clickstream
Data
nPath Time Series Analysis identifies customer transitions between departments
Clickstream Data
hit_time_gmt
visid
prop1
2012-03-06 20:42:07
138 Bedding & Bath
2012-03-06 20:43:03
138 Bedding & Bath
2012-03-06 20:46:55
138 Sports & Toys
2012-03-06 20:47:32
138 Bedding & Bath
2012-03-06 20:47:53
138 Bedding & Bath
2012-03-06 20:48:42
138 Bedding & Bath
2012-03-06 20:52:04
138 Home & Garden
2012-03-06 20:57:32
138 Home & Garden
nPath
Function
Teradata Aster nPath Analysis
Discover Patterns in Rows of Sequential Data
www.decideo.fr/bruley
nPath
Results
prop1
visid
hit_time_gmt
[Bedding & Bath, Sports & Toys]
138 2012-03-06 20:42:07
[Sports & Toys, Bedding & Bath]
138 2012-03-06 20:46:55
[Bedding & Bath, Home & Garden]
138 2012-03-06 20:47:32
16. What were Shoppers Searching for?
Find
“serious shoppers” who
browse 5+ products in a
session.
After browsing, they
perform 2+ fruitless
searches, within 10
pages of each other.
Within 5 pages of the
last fruitless search,
they abandon the site,
perhaps frustrated.
Comparison of Fruitless Searches by Serious
Shoppers
•• Slope trend down
Slope trend down
indicating Serious
indicating Serious
Shoppers outside the
Shoppers outside the
norm
norm
•• Likely to search for
Likely to search for
higher priced items
higher priced items
www.decideo.fr/bruley
17. Marketing Strategy for Success
Where should I increase my Marketing
Spend to drive higher ROI?
Multi-Touch Attribution
Go beyond “last click” and identify which ads and
channels perform the best
Quantify which ads lead (attribute) to conversion
Calculate true ROI on a per ad basis
Run time-sensitive promotions by knowing which ads
convert the fastest.
Customer Journey Leading to Purchase on Online Store
www.decideo.fr/bruley
22. SCRM Analytics, Insight, and
Intelligence
Social Media Analytics: Analyze conversation data, Identify advocates of, and threats to,
corporate reputation and brand, Quantify interaction among traditional media/campaigns
and social media activity, Establish a platform for social CRM strategy
Enrich traditional approaches:
• Customer Profiling
• Value Segmentation
• Behavioral Segmentation
• Propensity Modeling
• Clustering
• Basket Analysis
• Risk & Churn Modeling
• Response Modeling
• Recommendation Engines
(Next Best Offer)
www.decideo.fr/bruley
Editor's Notes
Opt-out and Do-not-contact (DNC) has slashed the total number of customers that they are effectively allowed to contact via traditional outbound marketing. Though you may have 3 million customers on your books, there may be only a much smaller sub-set that you can actually market to today. And this trend is not going away! We can help you reach these “marketing unreachables.”
The portrait solution is unique in that it provides your company a clear roadmap for the future. To look at the evolution of campaign management in this diagram, we can see that marketing opportunity is not only “outbound initiated” in nature, but also may be leveraged via “inbound initiated” interactions as well.
OUTBOUND:
Our goal with outbound-initiated marketing is of course to create some kind of engagement from the customer that drives response. These typically happen via channels such as mail, email, SMS and others. This is what we’ve much of our time discussing today.
INBOUND:
What’s interesting is that if we look not only to the typically outbound-centric marketing channels but also to those that typically serve the inbound-initiated interactions, we can see that the customer is ALREADY engaged (vs. outbound, we are trying to create an engagement). This is because inbound interactions most commonly occur via the more “synchronous” channels, where both parties (i.e. the customer and the business) are engaged at the very same moment in time. Examples of these channels are web self-service, call centers, branches, IVR and even ATMs. In the sense that both parties are already engaged, this now becomes not just a marketing opportunity, but a selling opportunity (by operationalizing your campaigns).
The amazing part is that many organizations have only viewing these inbound channels very much as “cost centers” to their business – rather than the “profit centers” that they should be. Quite literally, companies are leaving money on the table every day. And the results are staggering when these inbound channels are tapped.
In fact, in contrast to typically outbound marketing, where a 2.5 response rate is considered tremendous… we have seen actual results that demonstrate that inbound campaign management results using our system can be more in the range of 40%!
So --- what does this mean to you? It means that when you’re ready, Portrait can provide you a clear roadmap toward best-in-class processes that can help you reach these marketing unreachables and recapture this lost revenue – from the interactions that your customers are having RIGHT NOW.
Many times “Big Data” is focused on unstructured or new data that isn’t being analyzed today. Here is an example of Big Data Analytics on existing structured or relational data. All of the data was pulled from existing database systems, Teradata and Oracle, and loaded directly into Aster. Some of the data was unstructured in its original form but preprocessing was done on the data and then modeled into a relational database. So Big Data Analytics or MapReduce analytics can also analyze existing data as well as new data in the enterprise. The business questions that customer wanted to solve that they can’t solve easily today in SQL is “What events led up to a product purchase?” or “What events led up to a customer defection”. So we combined all these data subject areas and interactions and used our pattern and path to answer these questions.
Data behind previous visual –
Omiture shows time id and department – same visitor went to multiple pages
But it doesn’t show the path
nPath shows that mr. ID moved from bedding and bath to the other departments at a specific time.
Searchers > fruitless searches – can the numbers used in the beginning be used again?