Dennis Wedderkop TED Style. Best Practice Vodafone
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Transcript of Dennis Wedderkop TED Style. Best Practice Vodafone
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How Vodafone integrates Social CRM data to gain Social Insights for Cross and Up-Selling
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We need to know our customers –again and better
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Data is the new oil
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How did we do it?
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Our Solution: Social CRM
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5 of top ten pages are ProSieben TV shows
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Mobile network affinity
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200% higher voice usage177% higher data usage
Over 200% higher average revenue per user
Facebook fans vs. Average Customers
Social media users are twice as often contract customers
The average customer lifetime ismore than 50% higher
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Our Learnings
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1 Much deeper customer insights that enrich imperfect crm data
2 Better targetting opportunities, lower wasted coverage
3 Qualitative and quantitative evidence:Facebook fans are highly valueable
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Reach will still increase
Location based and mobile data
More preferences due to verb driven communication