social crm becoming a reality

UnderstandingSocial CRM reality

BISNODE INTERACT’S SOCIAL CRM SOLUTION

SOCIAL MEDIA & BRANDS IN EUROPE

50% longer consumer lifetime

54% more spending

56% stronger brand connection

Social Media is the new communication speedway

Social Networks

Social Networks Blogs & microblogs

Social Networks Blogs & microblogsSocial Bookmarking

Social Networks Blogs & microblogsSocial Bookmarking Media Sharing

Social Networks Blogs & microblogsSocial Bookmarking Media Sharing Online Reviews

Social Networks Blogs & microblogsSocial Bookmarking Media Sharing Online Reviews User Generated Content

Europe

Turkey

Poland

United kingdom

Finland

Norway

The Netherlands

Spain

Sweden

Belgium

Italy

France

Germany

Austria

84%

92%

90%

87%

86%

65%

85%

84%

83%

82%

82%

80%

79%

74%

10.7

4

1.8

9.7

5

11.3

2.6

2.5

4.2

11

16.6

16.3

SOCIAL MEDIA GROWTH IN EUROPE

60%

94%28%

95% 11%

900 million pages, groups, events...

900 million pages, groups, events...#80 connections per user

900 million pages, groups, events...#80 connections per user#90 content creations per user/month

900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of content shared/month

900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of content shared/month250 million external web engagements /month

900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of content shared/month250 million external web engagements /month#10.000 new websites integrations/day

900 million pages, groups, events...#80 connections per user#90 content creations per user/month> 30 billion pieces of content shared/month250 million external web engagements /month#10.000 new websites integrations/day> 2.5 million websites integrated

21 million Facebook users

33%

16 million Facebook users

20%

46%

29 million Facebook users

60% is based outside the US

60% is based outside the US40% via a mobile device

60% is based outside the US40% via a mobile deviceTwitter usage in EMEA countries increased with 64%

60% is based outside the US40% via a mobile deviceTwitter usage in EMEA countries increased with 64%Spain : increased by 151%

60% is based outside the US40% via a mobile deviceTwitter usage in EMEA countries increased with 64%Spain : increased by 151%UK : EMEA’s biggest single Twitter market, with nearly 5 million users

Once someone has 1.000 followers, the average number of Tweets per day climbs

from three to six.

When someone has more than 1.750 followers, the number of Tweets per day

even rises to 10.

100%

85.3% updates their

status once a day or less

100%

50.4% hasn't updated in

the last seven days

100%

75% of all activity,

users account5%

100%97.4%

of all activity,

users account30%

100%

22% url to website

or blog

100%

44% provides a

location

100%

31% give bio

information

+

+-

Financial value

Socialvalue

AmbassadorsCore Buyers

InfluencersMisers

Creators

Conversationalists

Critics

Collectors

Joiners

Spectators

Inactives

So a person with a high brand and/or category engagement, several profiles in

different social networks and a high network size is the best brand

ambassador.

Analysis of available social information

All social media

Twitter

Brand mentions on Facebook

Brand mentions in forums

25% users >1tweet

25% users >1tweet 38% users with author name

25% users >1tweet 38% users with author name12% users with first and last name

25% users >1tweet 38% users with author name12% users with first and last name40% users with full name matched with DB

40% more following versus non-identified users

40% more following versus non-identified users

60% more followers versus non-identified users

40% more following versus non-identified users

60% more followers versus non-identified users

40% less meaningless chatter versus non-identified users

Mass Connectors

Mass Mavens

MM MM

MC MC4% 80%

11% 80%

Creators

Conversationalists

Critics

Collectors

Joiners

Spectators

Inactives

URL’s included in the twitter profile

Twitter user names identified

Website analysis

Website analysisBeauty 44%

Family 28%

Fitness 18%

Home 7%Food 3%

Website analysis

Creators

Conversationalists

Critics

Collectors

Joiners

Spectators

Inactives

URL’s included in the twitter profile

Twitter user names identified

Post review, Find it useful, Post tip, Comment on articles, Forum

Coupon, Sample requests, Games

Referrer from, Share to Facebook

Read articles, read blogs, read post reviews, read tips

Very infrequent visitor

Collecting social media information

from campaigns

Collecting social media information

from campaigns

Monitoring identified

consumers

Monitoring identified

consumers

Monitoring identified

consumers

Connecting the dots

WEBSITE Review frequencyVotes Read and shared content Visit frequency Visit length Requested coupons Facebook shares Twitter shares

MONITORINGBrand mentionsCompetitor mentions Category mentions Social media activity Network size Influence scores (eg Klout)

CAMPAIGNS Facebook fan page engagement score Likes and shares from email campaigns Facebook network size Facebook network reach (re-sharing content)

Brand involvement

Reach of network

Ambassadors :Pamper and leveragePamper and maintain

NurtureIgnore

Conversationalists

Critics

Collectors

Joiners

Spectators

Inactives

Creators

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