3. Realities and Trends: Marketing & Service Clouds
• It is not just Social Media Marketing or Social Support
• Salesforce: Radian6, Social.com, BuddyMedia, Pardot, ExactTarget
• MS CRM: MarketPilot, NetBreeze
• Oracle buys Eloqua, Responsive, Involver, Collective Intellect, RightNow
• Adobe buys Neolone
• SAP partners with Adobe
• IBM Marketing Cloud
• Zendesk, Desk.com (social customer service)
• Hootsuite buys uberVU (social media analytics)
• Clarabridge, Attensity (social, voice of a vustomer & big data analytics)
• Gigya and Janrain (social platforms)
• Community Platforms: GetSatisfaction, Jive, Lithium
@jesus_hoyos - #smdaymia
4. Digital CRM Ecosystem
Digital Team
Social Channels
Call Center
Channels
ATL & BTL
Digital and
Mobile Channels
Email & SMS
Website
Apps
Community
Listen
Engage
Act
CRM
Marketing Sales Support
• Analytics (Small & Big Data)
• Metrics
• Content Management
• Feedback Management
• Marketing Automation
• Customer Service
• Customer Experience
• Voice of the Customer
• Customer Relationship Cycle
• People
• Processes
• Culture
• Single and Social Sign On
• Ideas
• Support
• Influencers
• Gamification
• Collaboration
@jesus_hoyos - #smdaymia
7. People
Data Analyst
Small and Big Data
Data Filter Strategy
Marketing Automation & Knowledge Base
Community Managers
Moderators
Content Managers
Call Center Agents
@jesus_hoyos - #smdaymia
8. c
Type of Interactions (Data Filters)
Auto-Service
Conversations
FAQs
Community Content
Your Content
Engagement
Ideas & Support
Solutions
Comments
Moderation
Transactions
Support
Sales
Marketing
ContactCenterCommunity
@jesus_hoyos - #smdaymia
18. Digital CRM Ecosystem
Digital Team
Social Channels
Call Center
Channels
ATL & BTL
Digital and
Mobile Channels
Email & SMS
Website
Apps
Community
Listen
Engage
Act
CRM
Marketing Sales Support
• Analytics (Small & Big Data)
• Metrics
• Content Management
• Feedback Management
• Marketing Automation
• Customer Service
• Customer Experience
• Voice of the Customer
• Customer Relationship Cycle
• People
• Processes
• Culture
• Single and Social Sign On
• Ideas
• Support
• Influencers
• Gamification
• Collaboration
@jesus_hoyos - #smdaymia
19. References
• 10 Steps to Integrate Social Media and CRM - http://bit.ly/10StepsSocialCRM
• Kraft - http://bit.ly/KraftSCRM
• Unitec - http://bit.ly/UnitecSCRM
• Sephora - http://bit.ly/SephoraSCRM
• Digital Command Center - http://bit.ly/CommandCenter
@jesus_hoyos - #smdaymia