Date post: | 20-Oct-2014 |
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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.
The development, release, and timing of any features
or functionality described for Oracle’s products
remains at the sole discretion of Oracle.
Why Social Media?
• Social Media is your customers
• Social Media is your business
• Social Media is growing
Why is Social Media Important?
It’s where your customers are:
• 75% of the global internet audience is engaged on
social networks
• 22% of all time online is spent using social media
Blogs and Forums
• Not growing like Facebook or Twitter
• Strong silos of specialist expertise
• Highly influential
• Good sources of community self service (forums)
• Important specialist sites for enthusiasts
What does Social Media mean to
Business?
• 84% of Global 100 companies participate on Social
Media
• 81% of all companies don’t have a clear social media
strategy
• Companies know they need to be involved, but are
unsure how
Business Problem
Social media have changed customer expectations and
interactions with businesses:
• Customers are increasingly trusting the information provided
by other customers on social media and are relying less on
vendor sponsored channels
• Customers are participating in conversations about businesses
with or without the vendor
• A mishap with one customer on social media can turn into a
public failure
• Improper or lack of engagement by businesses can result in
long lasting damage to their reputation
How Social Media is Used for Business
Today
• Brand Management
• What are people saying about you and your competition?
• Identify and understand trends
• Marketing
• Identify and understand the best prospects
• Smaller customers who are very social may bring you the
biggest profits
• Service
• Pro-actively assist with problems
• Encourage customers to help each other
Upcoming Areas for Social Media
• Ideas
• Let your customers tell you what they really want
• Join in conversations with them about new product ideas
• Job Recruiting
• Find the largest and most qualified group of candidates
• Engage using their preferred channels
• Sales
• Identify quality sales leads
Social Media Strategy
• Listen
• Seek to understand what interests your customers
• Uncover issues, identify leads
• Engage
• Join the conversation
• Respond to customers via their selected channel for communication
• Capture
• Treat social media as another channel in CRM, not a silo
• Extend CRM with information from social media posts, profiles and
relationships
• Learn
• Make better decisions by acting on more complete information about
your customers
• Spot trends, detect sentiment, identify influence
What does it mean to CRM?
Company
Present Past
Company
Company and Customer +
Customer and Customer Company and Customer
CRM has always been about the Customer…
... NOW:
• Customers no longer need to go to vendors
• More conversations lead to more data and noise
Social Media – New Supported Channel in CRM
Call Center Online Store Sales Rep Mobile Social
• Deliver consistent Customer experience across channels • Gain complete view of the Customer • Enable intelligent and personalized interactions
Value of Combining Social Media with
CRM
• Re-use existing business processes
• Combine social and transactional data to get
complete view of customer
• Enterprise framework
What’s Oracle Doing with Social Media?
• Partner integrations for Oracle CRM
• Rapid solution to immediate needs
• Oracle Social Media Manager
• Richer solution to longer term requirements
Listening Platform Partners Integrations
• Benefits
• Provide new channel for Social Media
through integration with third party
listening platform partners
• Enable Social Media posts to be brought
into CRM
• Allow CRM users to engage customers
using Social Media
• Track social media interactions in CRM
• Extend the Customer profile in CRM to
include Social Media information
Partner Integration
Listening Platform
• Monitors social media
• Identifies relevant posts
• Provides analysis
dashboards
Oracle CRM
• Create actionable items
• SRs, Solutions, Leads
• Track responses
• Hold complete customer
profile
Listening Platform Integrations
• Oracle Siebel CRM Social
Media Integration:
• Provides web services
Listening Platform partners
can call to create CRM
objects, such as Service
Requests, Leads, Contacts
and Activities.
• Leverages Siebel Workflow
to allow for on-site
customization.
• Embeds Listening Platform
UI within Siebel to monitor
posts and engage
customers.
And more…
Social Media Analytics and Integration Platform
Buzzient Analytics Oracle CRM
Buzzient harvests content according to you customer’s brands/products
Buzzient stores and analyzes the related
social media
Buzzient web app visualizes analytics
and content
Buzzient transparently
integrates into Oracle CRM
©2010 Buzzient, Inc
Posts about problems, issues,
sales interest, product opinion,
feedback, etc.
Buzzient Enterprise™
• Brings social media posts and people into CRM
• Makes social media information actionable within CRM
• Enables CRM users to interact with social media
• Applies semantic analysis to understand content
• Provides customer insight through social web analysis
• Identifies who to listen to and interact with based on their influence
• Uses sentiment analysis to understand brand perception
• Recognise trends around your brands or product
Oracle Social Media Manager Roadmap
Access, interpret, and act on social media data within CRM Oracle's development plans are subject to change at any time
Social Media Manager Additional
Uses
• Trend Inflection
• Identify changes in underlying trends
• Knowledge Management
• Crowd-sourced solutions
• Influencer Marketing
• Marketing targeted to key influencers
• Hot Spots
• Find out where your audience are
• Leads and References
• Select potential referees with high influence
Roadmap
Oracle's development plans are subject to change at any time
Social is Redefining Customer Lifetime Value Influence is a Critical Component
Purchased €10,000 Purchased €1,000
Influenced €0,000 Influenced €100,000
Can you determine the value of Influence?
Overall €10,000 Overall €101,000