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The Enterprise Social Customer: Taking Social CRM To The Next Level

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Agenda

•  Welcome: Buzzient @buzzient

•  Keynote: Adam Metz @theMetz

•  Buzzient Overview: Tim Jones @tbjbuzzient

•  Demonstration

•  Q&A

1. Whatissocialcustomermanagement?

2. Whatarethestagesofge6ngyourorganiza9ontosocialcustomer

management?

3. Whataretheusecasesforsocialcustomermanagement,forsalesand

marke9ng?

3 Big Questions

The Long Definition

“Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, work flow, processes, and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.” - Paul Greenberg, CRM at The Speed Of Light, 4th Edition ext

The Short Definition

“Social CRM is a strategy to make conversations with customers who bring you money and make your customers happy.”

2011 Metz Consulting and The Pedowitz Group

4 Levels Of Social Customer Engagement

2011 Metz Consulting and The Pedowitz Group

4 Levels Of Social Customer Engagement

© 2011 Awareness CONFIDENTIAL

Want To Learn More? Grab a free 9-hour audio course at metz.customerhub.net

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Customers are using social media – just not over your established channels

…so how do you handle all this social media?

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Social Media Analytics and Integration Platform

Buzzient Analytics

Buzzient harvests content according to your keywords

Buzzient stores and analyzes the related social media

Buzzient transparently integrates into Siebel and Oracle CRM On Demand

The Solution: Buzzient Enterprise

Posts about problems, issues, sales interest, product opinion, feedback, etc.

Oracle CRM On Demand Siebel CRM

Take action, visualize content and analytics

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The Buzzient Solution

•  Real Time Social Media Management •  Track social media sources like Twitter and Facebook, YouTube, as

well as industry-specific blogs and forums

•  Action-oriented Analytic Measurement •  Powerful sentiment analysis helps focus on posts that matter

•  Works with Existing Workflows •  Perfect for customer service, sales, and loyalty applications

•  Seamless Siebel and CRM On Demand Support •  Only Oracle-validated social integration app for CRM On Demand

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Social Media Integration Value Propositions

Use Cases ROI Social Media Integration within Enterprise Workflows

Marketing   Effectiveness tracing   G&A Cost Efficiency

  Use analytics for brand sentiment   Identify social media impact of

marketing programs

Loyalty Programs

  Improve customer sat   Reduce churn

  Track and respond to member posts

  Find new members on social media

Customer Service

  Lower support costs   Reduce churn

  Handle customer service posts from customers on social networks

  Route and track service requests   Communicate with customers

Sales   Increased revenue   Lower cost of sales

  Find prospects who are considering purchase

  Create leads from social media posts

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Why Industry Leaders Choose Buzzient

•  Largest collection of social media sources: Facebook, Twitter, YouTube, RSS, Blogs, iTunes, Android Marketplace

•  Real time processing and historical records

•  See how you are doing over time •  Create reports in minutes

•  Filtering posts by brands and products •  Buzzient Sentiment Index quickly shows how

your customers feel about your products

•  Siebel and CRM On Demand integrations •  First and Only Validated Social Integration

for Oracle CRM On Demand.

•  Respond directly to users over social media inside the enterprise application

•  Track all interactions in customer and prospect records

•  See a complete picture of customer and prospect social media

•  Enable rapid response

•  Compare performance across product lines

•  Discover “what people are talking about”

•  Faster implementation •  No re-training as the functionality

is the same across all CRM platforms

•  Quicker response times due to no switching between social tool and enterprise application

•  Eliminate need for duplicate work to coordinate social and support teams

Key Attributes Key Value

Superior Data Acquisition

Actionable Analytics

Multiple Enterprise Apps

support

Powerful Filtering

Tracking of social media interactions

•  Cut through the noise to focus on what drive your business

•  Auto-Close and route posts

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The Company •  Entertainment

applications developer •  Millions of players •  15+ applications •  Millions in revenue in

2010

The Challenges •  Users were putting

comments in negative reviews

•  Lower review scores were directly effecting downloads and usage

•  In-app purchases decreased

The Buzzient Solution •  Provided a way to monitor

reviews in real time •  Buzzient Sentiment Index

provides application managers yardstick for tracking new feature introductions

•  Can respond directly to problem posts in seconds

The Results

• Staffing costs reduced 75% while 4X increase in social media analyzed

• Average monthly billings/user up 80% in 2011

• Revenue growth of 300%

Online Community Management

Case Study: Entertainment Applications

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Buzzient Benefits: Make $ from Social

•  Uncover new leads from the social channel and gain insights into your sales prospects

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Buzzient Benefits: Save $ with Social

•  Improve customer support by easily routing issues from social media posts

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Buzzient Benefits: More Powerful Engagement

•  Directly connect loyalty programs with social media to delight members and find new ones

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Buzzient Benefits: Save Time Using Social

•  Use tools you already know to track social media programs

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For More Information

•  Get the slides: www.buzzient.com/slides/

•  Check out more use cases: www.buzzient.com/using-social/

•  Contact us: mailto:sales@buzzient.com

•  Follow us •  Twitter: @buzzient •  Facebook: http://bznt.ly/40

•  Free audio course: https://metz.customerhub.net/

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Thank You