customer experience & social relationship management @ work | sebastian wilke, social crm expert...

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.1

The Experience RevolutionMonday, June 25, 2012

New York City Event Briefing

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.2

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 © 2012, Oracle and/or its affiliates. All rights reserved.3

Social Relationship Management

How to do it wrong? How to do right? SRM Methodology SRM @ Work Q&As

4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Why Social Relationship Management Matters?

Sebastian Wilke - Senior Sales Consultant

The Customer Conversation is HappeningCustomers Expect Social to Power the Customer Experience

Sources: Burson-Marsteller/Vision Global Social Media Checkup ‘12, June ‘12; Consumer behavior study on Twitter conducted by Constant Contact®

http://www.youtube.com/watch?v=5YGc4zOqozo

Time passes and United asks if it can use the Video as part of an internal training exercise designed to improve customer service.

12,000,000 VIEWS+

NO RESPONSE FROM UNITED

=-10% STOCK VALUE

IN 4 DAYS

SocialRelationshipsdrive BrandValue

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.10

58% of Facebook users have

"liked" a brand

42% have mentioned a brand in

a status update

39% of Twitter users have

tweeted about a brand

CONSUMERS CAN BECOME BRAND ADVOCATES

* Source: Ask Your Target Market

After a poor customer experience, more than a quarter of consumers posted a negative comment on a social networking site like Facebook or Twitter

SCORNED CONSUMERS TELL FACEBOOK AND TWITTER FOLLOWERS

SocialRelationship Management@Work

Social Relationship Management drives Maersk‘s Social Media Strategy

Corporate social strategy

SocialRelationshipManagement (SRM)

Social Relationship Management Engagement

Empower the many with Oracle Social Relationship Manager (SRM)

Listen Built Engage Measure

Premium brands sell betterTurn a “like” into

In diesem Sinne..

Q&A oracle.com/social