Twitter and real time information : innovative uses for CRM

11.03.2009 Real-time and notifications v6 © UlyssCo 2007-2009

UlyssCo

Twitter and Real-time information New tools for customer relationship

Club CRM

Paris, 11th March 2009

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Agenda

The problem : dealing with information overload

The approach : open and customer-centric

Selected Solutions : use cases and tools overview

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Sommaire

The problem : dealing with information overload and intrusiveness

The approach : open and customer-centric

Selected Solutions : use cases and tools overview

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CRM is about relationships … that translate into connections and messages

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DataminingSales force automation

Campaign Management Customer Service

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And the trend is to multiply touchpoints !

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TransactionalCRM

TransactionalCRM

RelationalCRM

RelationalCRM

SocialCRM

SocialCRM

… Multiple channels and frequencies

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Welcome to the Twitter era !

Source : http://headrush.typepad.com/creating_passionate_users/2007/03/is_twitter_too_.html

… How do we access and filter all this information ?

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Sommaire

The problem : dealing with information overload and intrusiveness

The approach : open and customer-centric

Selected Solutions : use cases and tools overview

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Timing is right : usage and tools have emerged

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The Feed is a key feature of Facebook, and now …

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Source : ifop Dec 08, sample of 3046 persons representative of the French populationhttp://www.ifop.com/europe/sondages/opinionf/reseauxsociaux2008.asp

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Twitter crosses the chasm, bringing the « now web » to large audiences

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A reality for 11% of US internet users … and soon elsewhere ?Source : http://www.pewinternet.org/Reports/2009/Twitter-and-status-updating.aspx

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An interface revolution : from anxiety to addiction

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MailboxMailbox InboxInbox FeedFeed

Week Day Real-time

© Pictures : Martin LaBar (Flickr), Webdockonline.com, Gooclip.net

Capacity Filter Attention

Subscription Subscription Follow

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Open platform integrates different feeds origins and formats

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And even a digest email …

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Multiple notification possibilities

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To summarize : Social Feeds’ key aspects

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Mobile internet is still small but growing fast

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Real-time and « location based services » : a match for mobility !

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Location sharing : the missing piece for context

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More : http://www.wired.com/gadgets/wireless/magazine/17-02/lp_guineapig?currentPage=all

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To summarize, location sharing’s key aspects

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Sommaire

The problem : dealing with information overload and intrusiveness

The approach : open and customer-centric

Selected Solutions : use cases and tools overview

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Use cases : a quick overview of selected solutions

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Already thousands of businesses on Twitter

21Let’s have a look at some innovative uses …

In France : L’Express, France24, La Redoute, Renault, Club Med, …

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Last-minute changes : critical information

Crisis management : tornados in France in January 2009

Threat identification and evaluation : Mumbaï terrorist attack

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Crisis management : SNCF and ERDF joining for tornados

23An initiative started by a journalist / blogger « Elysee Inside » (Geoffrey La Rocca) http://www.lepost.fr/article/2009/01/26/1400284_un-fil-twitter-pour-suivre-l-actualite-de-la-tempete.html

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Real-time threat assessment …

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Source : http://www.foreignpolicyjournal.com/articles/2009/01/15/battle_new-medias-moment-in-mumbai.html

Snapshots uploaded live from the attacks in Mumbai

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Optimization: opportunistic information

Flash sales : Dell Outlet

Traffic information : French RATP’s line 13 or NYC’s Shakeshack burger

restaurant

Real-time enriched information : Seesmic, Qik and Ustream mobile video

casting

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Flash sales : Dell Outlet did $1M in 2008 via Twitter !

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More : http://www.internetnews.com/webcontent/article.php/3790161/What+Keeps+Twitter+Chirping+Along.htm

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Real-time traffic information : RATP’s line 13

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Rich media conversations

28Small videos uploaded live from PC or mobile phone…

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Discovery : serendipity and recommandation

Media distribution : magazine’s news feed

Live event experience : CNN / Facebook or Current TV / Twitter for the US

presidential inauguration

Social network : « Boarding »

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Traditional media adopting social media

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Live events conversations : the US presidential inauguration

31Video + micro-blogging for a shared experience…

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Socialize at airports with Boarding

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A simple #boarding + airport code in the Twitter stream …

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Conclusion : make it simple is beautiful !

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More innovation in CRM …

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GRC

Communities and loyalty

Conversation and co-design

Mobility and Contextualisation

Intelligent Agents

Podcasts Micro-formats

2D barcodes

Location-based

services

Facebook groups

Community sites

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Tél. : +33 1 40 27 8383 I Fax : + 33 1 42 72 2003 Contact : amaury.de.buchet@fabernovel.com

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