managing social for enterprises_ armando janigro

AGENDA

17:00 Registrazione e Welcome Coffee

17:30 Managing Social Relationships for EnterpriseArmando Janigro, CRM Business Solutions Strategy Director, Oracle EMEA

18:00 The ROI in the digital era. The impact of marketing and communicationsPier Fedrizzi, Digital Business Catalyst, RealWeb

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.2Back to Main Directory

Pier Fedrizzi, Digital Business Catalyst, RealWeb

Giorgio Racca, Partner, TechEdge Group

18:30 Il valore intangibile delle aziendeMichele Andreaus, Professore di Economia Aziendale, Università degli Studi di Trento

19:00 Cocktail

Managing Social Relationships for EnterprisesEnterprises

Armando Janigro

Director, Business Solutions Strategy

EMEA Applications

Networking Cocktail

Milano, 21 Maggio 2013

Safe Harbor Statement

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.

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.4

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.

Agenda

• Key trends: how Social is Changing the Consumer

• Key trends: how Business are Changing

• Oracle Social Relationship Management

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.5

• Oracle Social Relationship Management

• The Imperative: ROI is Key

Key Trends: How Social is Changing the Consumer

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.6

the Consumer

Technology has changed how we interact /

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.7 Sources: Facebook 10Q, June ‘12 (Total Monthly Active Users); Comscore Datamine Study, Feb. ‘12

As of October 2012, Facebook had

more than 1 Billion active users.

1 every 7 humans on earth is on

Facebook

20% of all time spent online

is spent on social platforms.

(#1 online activity)

Of all uses for a mobile

phone, making a call only

ranks 5th.

Social Media is 2nd.

Your Brand is being talked about in Social Channels

* Source: RightNow 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand RelationshipCopyright © 2013, Oracle and/or its affiliates. All rights reserved.

58% of Facebook users have

“LIKED" a brand

Your Brand is being talked about on Social

42% have MENTIONED a brand

in a status update

Sources: Facebook 10Q, June ‘12 (Total Monthly Active Users); Comscore Datamine Study, Feb. ‘12Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

39%of Twitter users have tweeted

about a brand

33% of brand followers are interacting

Your Brand is being talked about on Social

of brand followers are interacting

with brands *

70% of marketers have little

understanding of social media

conversations happening around

their brand **

• Source: Consumer behavior study on Twitter conducted by Constant Contact® and research firm Chadwick Martin Bailey

** Source: Alterian’s 8th annual marketer survey, January 2011Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

75%+posted a negative comment on a social

networking site after a poor customer

experience

Social is first line of defense for Customer Service

* Source: RightNow 2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship

89% of consumers will begin doing business

with a competitor following a bad

customer experience

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

Customers expect great experiencesTraditional and new channels must be connected

SocialWeb

Social

Contact

Center

Web

Contact

Center

Mobile

Mobile

Web

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

WEB

CONTACTCENTER

IN-STORE

NEED /

RESEARCHSELECT PURCHASE

MAINTAIN /

RECOMMEND

RECEIVE /

USE

CUSTOMERS DEMAND A BETTER EXPERIENCETHROUGH THEIR COMPLEX JOURNEY

Comparison Site

Visit Retail Store

Chat

Pickup Local Store

Order Online

Kiosk

Change Order

Browse

Order Online

Call for Info about Add-on Accessories

CATALOG

MOBILE

EMAIL

SOCIAL Leverage dealon social site

Web Search

Ask Facebook FriendsFor Recommendations

Email Order Confirm w/Rec

Tweet AboutPurchase Experience

Ask for Help onCommunity Chat Room

Product Info

Select Product

BrowseCatalog

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

Key Trends: How Business are ChangingChanging

Disruptive Technologies Transforming How Businesses Create Value

CLOUD SERVICES

$200+ billion in cloud services

revenue by 20151

MOBILE

$1+ trillion in mobile

ecommerce revenue by 20172

BIG DATA

$17+ billion in Big Data revenue by

20153

THE INTERNET OF THINGS

$290+ billion in Machine-to-Machine revenue by 20174

SOCIAL BUSINESS

$29+ billion in social media

revenue by 20155

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

The Social Impact on BusinessWhere is the way

70% of Business using

Social Technologies

90% of Business

reporting some

benefit from the

usage of Social

Technologies

“The Social Economy: unlocking value and productivity through social technologies” McKinsey Global Institute – July 2012

Technologies

28hours

Time spent weekly by

employees writing e-

mails, searching for

informations and

collaborating

Up to 25% Potential

improvement in

employee

productivity

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

Unlocking new potentialsAdvantages at your fingetip

$900MExtimated minimal

annual value that can

be unlocked using

social technologies

33% Consumer

spending that can

be influenced by

social technologies

“The Social Economy: unlocking value and productivity through social technologies” McKinsey Global Institute – July 2012

2X

Potential value from

better enterprise

communication and

collaboration

3% Business that derive substantial

benefit from social technologies

across all the stakeholders:

customers, employees, partners

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

Business are changing their approach

Analytics

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

Business are changing their approach The Customer Adaptive Enterprise

Cloud

Mobile

Analytics

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

Oracle Social Relationship Management

Only Oracle CX connects every engagement your customer has with your brand

BUYMarket and Sell

OWNSupport and Serve

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

Oracle CX Solutions The Only Complete Solution

Mobile

SocialMedia

In Store Self Service &Support Service

ExecutionDirect Sales

Channel SalesWeb Oracle Marketing

Oracle Marketing

Oracle Commerce

Oracle Commerce

OracleSalesOracleSales

Oracle ServiceOracle Service

Oracle SocialOracle Social

Oracle AnalyticsOracle Analytics

Oracle MobileOracle Mobile

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

SOCIAL ENGAGEMENTSOCIAL MARKETING SOCIAL COLLABORATION

Social Everywhere

SOCIAL LISTENING

SOCIALSOCIAL

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.23

SOCIALSOCIAL

Be Engaging,

Be Insightful,

Be Transparent

The Imperative: ROI is Key

The Impact of Social

• Technologies have evolved

• Consumer has changed

• Business has adapted• Business has adapted

• Social is everywhere

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

The Value of Social

• Identify what is important

• Act on it

• Measure social media’s impact• Measure social media’s impact

• Improve business performances

How can we measure the value?

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

The Value of Social

Cloud

Mobile

Analytics

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STAY CONNECTED ON SOCIAL

Read blogs.oracle.com/Socialspotlight

Watch youtube.com/Oracle

Follow twitter.com/OracleCX

Join facebook.com/OracleSocial

Learn oracle.com/Social

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