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An analysis of Twitter and Twitter-based innovations applied to customer relationship management.
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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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1
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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 : [email protected]
Twitter : adebuche
For more information …
