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© 2013 IBM Corporation
Un viaggio alla conquista del clienteNuovi territori e nuovi modelli di business per la Customer Centricity: un approccio social alle strategie aziendali.
Alessandro ChinniciEnterprise 2.0 & Social Business Consultant – IBM Italia
alessandro_chinnici@it.ibm.com
achinnici alessandrochinnici
© 2013 IBM Corporation
50%of consumers are using
a mobile device in stores
of web usersvisit social sites
80%+
of consumers trust word-of-mouth and recommendations
92%of smartphone users
have scanned a QR Code
34%
during holiday seasonover 50%
2012 online sales via mobile devices up
of companies haveused crowd sourcing
44%25%
of time on the internet spenton social networks and blogs
mobile devices
social sites
recommendations QR Codes
online salescrowd sourcing
social networks and blogs
© 2013 IBM Corporation
© 2013 IBM Corporation
© 2013 IBM Corporation
© 2013 IBM Corporation
Awareness Advocacy
Il viaggio alla conquista del cliente
© 2013 IBM Corporation
PERSONALIZZATO
RILEVANTE
COINVOLGENTE
© 2013 IBM Corporation
Oltre ¾ dei consumatori
utilizzano almeno 2 canali per acquistare beni/servizi
Il 35% ne usa più di 3
© 2013 IBM Corporation
Fonte: http://www.zdnet.com/the-new-digital-customer-journey-cross-channel-mobile-social-self-service-and-engaged-7000015570/
© 2013 IBM Corporation
Fonte: http://www.zdnet.com/is-the-window-closing-on-enterprise-customer-communities-7000014884/
© 2013 IBM Corporation
© 2013 IBM Corporation
© 2013 IBM Corporation
TRADINGpartners
SELLINGpartners
DISTRIBUTIONpartners
SERVICEpartners
SUPPLIERS
MARKETINGagencies
© 2013 IBM Corporation
Una supply chain pronta a reagire anche agli imprevisti
Un marketing capace di parlaread ogni singolo cliente
Un customer service in gradodi anticipare e rispondere alle esigenze dei clienti
Un canale di vendita per raggiungere chiunque, ovunque
© 2013 IBM Corporation
Buy Market
Service Sell
© 2013 IBM Corporation
© 2013 IBM Corporation
© 2013 IBM Corporation
© 2013 IBM Corporation
Social Media AnalyticsUnderstand customer sentiment
Affinity AnalyticsAssess your brand
© 2013 IBM Corporation
Targeted PromotionsTest and increase conversion rate
Customer Segmentation
Target the right customersat the right time
Marketing DashboardTrack results in real time
© 2013 IBM Corporation
Integrated eCommerceDeliver seamless shopping
experiences
Rich MediaManage and deployrich media content
Social Media PublisherManage your messageacross social channels
CommunitiesMarketing gets social
© 2013 IBM Corporation
Responsive DesignOptimize your mobile experience
Manage on the GoMobile customer experience
management
Native MobileBuild and deploy apps
Apple
Android
Native MobileLeverage device services
Build loyalty
Increase sales
Engaging Customer Experiences
© 2013 IBM Corporation
SocialNetworking
SocialContent
IBM PLATFORM FOR SOCIAL BUSINESS
SocialIntegration
SocialAnalytics
®
© 2013 IBM Corporation
Apple® iOS Android™ Blackberry® Windows® Phone
The Broadest Portfolio of Mobile Solutions
The Deepest Set of Services Expertise
New Industry Partnerships and Resources for Developers
© 2013 IBM Corporation
© 2013 IBM Corporation
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