Social Media – Social CRM – What is in it for you

1. Social Media – Social CRM – What is in it for you Rick Mans - Social Media Evangelist

2. The Perfect Storm has changed Business Focus • Business has been hit with; • The Credit Crunch • Globalisation of Competition • Commoditisation of key Activities • Customisation requirements for Products • Expectations for new levels of online Services • and then there is the Technology • impacts around; • The Ubiquitous Connectivity • Social Collaboration and Networks • The arrival of ‘The Cloud’ • etc …..

3. Another big switch Web 1.0 Web 2.0 Traditional media Google search Flickr Mainly Broadband Mainly narrow band Alternative media netvibes Publishing is complex and limited to few traditional media and online merchants Value is created by aggregating content (portals) Wikipedia Easy and free publication for all Value is generated by tools allowing to publish easily 2004 2005 Broadband is (becoming) a right in Spain and Finland

4. Technology and social factors have converged over the past few years to create a phenomenon called social computing TECHNOLOGY • Cheap hardware and software reach the masses. • Simple devices that anyone can operate. SOCIAL CHANGE • Consumers look for cost and time efficient technologies, ways to make their voices heard. • Younger techno savvy generations pioneer the use of personal networks and viral communication. Source: Forrester (2006) – Social Computing.

5. Internet statistics • 100 billion– The number clicks per day • 55 trillion– links on the Internet • 5% - The percentage of globalelectricityusedfor the Internet • 90 trillion – The number of emails sent in 2009 • 81% – The percentage of emails that were spam. • 200 billion – The number of spam emails per day (assuming 81% are spam). • 1 million - IM messages per second • 8 terabytes– Traffic per seconde • 234 million – The number of websites as of December 2009. • 47 million – Added websites in 2009.

6. Social Media statistics • 24 – Hours of video uploaded every minute onto YouTube • 600k - new members on Facebook per day • 900.000 -The number of blogs posts put up every day • 700 million – The number of photos uploaded per day on Facebook • 400 million – People on Facebook. • 50% – Percentage of Facebook users that log in every day. • 500,000 – The number of active Facebook applications. • 84% – Percent of social network sites with more women than men. • 1,73 billion – Internet users worldwide (September 2009). • 18% – Increase in Internet users since the previous year. • 126 million – The number of blogs on the Internet (as tracked by BlogPulse). • 27.3 million – Number of tweets on Twitter per day (November, 2009) • 57% – Percentage of Twitter’s user base located in the United States. • 4.25 million – People following @aplusk (Ashton Kutcher, Twitter’s most followed user). • 1800 – only this many people are following Rick Mans

7. The Intelligence is in the Connections Intelligent Web Web OS Web 4.0 Semantic Web 2018 Intelligent personal agents Real-Time Web Web 3.0 Natural Language Search SWRL Activity streams OWL 2009 SPARQL Lifestreaming AJAX OpenID Semantic Search Social Web Microblogging ATOM Widgets RSS RDF Mashups P2P Memetrackers Web 2.0 Office 2.0 Javascript Flash SOAP Virtual worlds XML Blogging Social Media 1999 The Web Java HTML SaaS Social Networks Connections between Information HTTP Directory Portals Wikis VR Online Services Keyword Search Lightweight Collaboration Web 1.0 BBS Websites Gopher 1989 MacOS SQL Consumer online services The Desktop Groupware SGML Multimedia CDROMs Databases Windows File Servers The Internet PC Era Email IRC 1977 FTP USENET PC’s File Systems Connections between people

14. Kevin Maney It seems to be like Pink Floyd lyrics: It can mean different things to different people, depending on your state of mind

15. For me Social Media is Human interaction in a virtual world

16. who are you? http://www.flickr.com/photos/greenboy/416052683/

17. A newgeneration Generation Y, The Millenials, Digital Natives… the futuregenerations are infinatelyconnected, born and raised digital, and favourvaluessuch as connectedness / community, environmentalawareness, authenticity, freedom and friendshipabove all else. What does thismeanfor a company • Cut and paste Generation: Today’syouthcreatetheirownauthenticstylebutcombining different styles. • Generation Search: S=searching and sharing, E=equilibrium, A=achieving, R=rules, C=commitment, H=harmony. • Digitale Generatie: Todaysyouth … Jongeren van nu vinden het leven in de virtuele wereld even vanzelfsprekend als daarbuiten; de eerste generatie die opgroeit met digitale media. • My Media Generation: Today’syouth have threebasicneeds: community, selfexpression and personalisation; the first 'global' generationThatcancustomizeeverything to itsown taste and wants. • Generatie Einstein: Todaysyouth is smarter, stronger and more social: the firstpositivegeneration!

18. Generation V Generation Virtual is used to describe a growing online culture in which people participate, often anonymously, through personas in a flat, virtual environment. Generation Virtual is not defined by age, gender, social demographics or geographic location. It is based on demonstrated accomplishments (merit) and an increasing preference for the use of digital media channels to discover information, build knowledge and share insights. The Business Impact of Social Computing on Marketing and 'Generation Virtual‘ – Gartner ID Number: G00158087

19. Or in a more visual wayMultiple Online Personas gender accomplishments demonstrated achievement use of digital media age social demographic geography “Twitterati” “Clouderati”

20. Consumerson the Web 2.0

22. THE END OF THE WEB AS WE KNOW http://www.flickr.com/photos/naturalturn/3264726560/

23. The Internet and its attendant array of consumer devices, networks and content sources have fundamentally changed how customers, employees and partners expect to interact with the enterprise (Gartner CIO survey 2008/2009).

24. Internet retailing is responsible for circa 10% of total sales, this is expected to grow not shrink

25. However, social media and networks influence a very significant portion (greater than 40%) of all offline sales.

26. The Historic Focus of CRM projects vs How Customers buy thingstoday

27. Wikipediaabout CRM Customer relationship management is a broadly recognized, widely-implemented strategy for managing and nurturing a company’s interactions with clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. 

28. Social CRM

29. Social CRM is your existing CRM plus the ability to leverage the social web and kick start, manage and ultimately automate the conversation process. Its power lies in the ability for all parts of the organisation but mostly customer services and sales/marketing teams to listen in on conversations (social voyeurism), craft compelling messages, join in on customer conversations (Twitter is being increasingly used in this context) and offer people added value information in real time.

30. Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborativeconversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation

31. Evolution of Organizational Mindset ! ! ! • Innovation comes from one specialized source within the company (innovation group) • Frontline employees communicate targeted messages for transactional operations ! Transaction Feedback Interaction Conversation Contribution Employee Customer Employees Customers • Innovation is gathered from all employees as they are closely connected to the final customer and to each other via internal web 2.0 tools. Customers are in the center of the innovation cycle. • Frontline and non frontline employees engage conversations including new customers in the context and rerouting conversations. New set of employee skills needed.

32. Evolution of Technology Monitoring / Interconnecting tools Conversation tools Data mining Customer Owned Data Process Support Account Management Contact Management Activity Management Lead / Opp Management Campaign Management Sales Management Service Management… Forums RSS Process Support Account Management Contact Management Activity Management Lead / Opp Management Campaign Management Sales Management Service Management… Widgets Blogs APIs Open Id Podcast Wikis Social Networks Cloud Computing • CRM Solutions focused in automating and supporting internal business processes Brand monitoring services • CRM Solutions focused in community creation internal and externally

35. What is in IT foryou

37. Building meaningfulrelationships • Withyourfriends and colleagues • Withpeopleyoudon’tknow (yet) • Build trust

39. Increasedvisibility Become the go-to-expert

41. Mindsharing and insight • Getnewinsights (for free) • Help others • Get feedback and input from experts • Shareyourinformation

43. (Business) Opportunities • Youcanbeconnected to more people • More peoplewillbeable to findyou • Theywillbeaware of your expertise

44. Goldrush Just like the gold rush, this is going to end…what are you waiting for?

45. Rick Mans rick.mans@capgemini.com+31 6 512 10 144http://twitter.com/rickmanshttp://www.linkedin.com/in/rickmans