socialytics: using social data for more effective sales, marketing & customer service
DESCRIPTION
Explores using new analytic tools to analyze and take action on enterprise data and data collected from the social web for the social business. This presentation is for the CRMe10 conference on 8/2/2010 in NYC.TRANSCRIPT
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Michael Fauscette, Group Vice President, Software Business Solutions
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What if?... Know when a customer is becoming an influencer / advocate BEFORE it happens?
Know what a customer is likely to buy BEFORE asking?
Know what marketing messages an individual customer will respond to… Know when a customer
is likely to defect BEFORE it happens?
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Data
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Information
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Socialytics
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The Intersection of:
CRM
Web Analytics
Social Data
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Listening…
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Listening…
Compliments Complaints Questions Problems Competitors Crisis Influencer Voice of the Crowd Opportunity / Needs
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Track… • Positive Mentions
• Length / Span of Travel
• Conversation
• Synchronization
• Tally
• Sentiment
• Activation
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Metrics – measuring success
SOCIAL METRICS
# ac/ve members
# site visits
# member posts
# event registra/ons
# answered ques/ons
Influence Engagement Revenue Costs Margin
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Activity
Engagement
New Business
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Reactive Versus
Predictive
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Monitoring
Decision Support
Creating actionable insight!
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What’s happening?
18
What some of the vendors are doing…
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Increase # of prospects Find links to decision-makers Strength / weakness of relationships Change in urgency
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Power of Community + Predictive Decision Support
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http://www.idc.com/research/socialbusiness.jsp
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Contact
Michael Fauscette
Twitter: @mfauscette
Blog: www.mfauscette.com