Social Media and Enterprise Integration

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Social Media and Enterprise Integration - An IBI solution

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  • 1. Social Media and Enterprise IntegrationAn IBI solution for Integration and Beyond Siva Krishnajee Technical Director January 14, 2011 Copyright 2007, Information Builders. Slide 1
  • 2. DisclaimerThe contents in the following slides are intended to show our product direction. This is provided only for the informational purpose and cannot be bound into any type of contract. The release timelines for this products are at the sole discretion of Information Builders. Copyright 2007, Information Builders. Slide 2
  • 3. Social Media Copyright 2007, Information Builders. Slide 3
  • 4. Social Media Users Facebook 500 million users (half a billion). Twitter - 175 million users Myspace - 125 million Linkedin - 85 million Youtube - Hundreds of millions users. Some people are users in more than one social media. For example, a person may have account in both LinkedIn and Facebook. Copyright 2007, Information Builders. Slide 4
  • 5. Social MediaUser Actions Shares news, photos and videos. Read and write blogs. Use the apps and play games. Self promotion. Product / Service reviews, critiques, usage experience, recommendations. Copyright 2007, Information Builders. Slide 5
  • 6. Social MediaMarketing Global medium for marketing products and services. Products can be marketed for a mass audience, specific market segment or individuals. Ability to know the current and future trends in customer requirement. Read and analyze consumer requirements, preferences and sentiments. Get feedback about brands and products. Copyright 2007, Information Builders. Slide 6
  • 7. Social MediaSpending 11% of spending on online marketing goes towards Social Media. Social Media marketing spending is on a growing scale.
  • 8. Social MediaSpending By 2014, spending on Social Media marketing will be $3.1B. Social Media marketing will outgrow email and mobile marketing by 2014.
  • 9. Social MediaSpending Major industries are increasing their budget for spending on Social Media. Retail / e-Commerce industry is leading the effort in social media marketing.
  • 10. Social Media Gartner By 2014, 20% of the employees will use social networks as their business communication. IBM and Microsoft will add links to internal and external social networks from email clients to connect contacts, calendars and tasks. By 2012, all smart phones will be enabled to connect to contact lists, calendars and messaging clients from social- enabled applications. Social Networks are rich in Word-of-Mouth discussions about Retailers and Products Social Networks are a huge source of consumer data, but retailers cannot easily access it. Applications will have to be built to access this data. Copyright 2007, Information Builders. Slide 10
  • 11. Social Media Gartner By 2012, over 50 percent of enterprises will use activity streams that include microblogging (i.e., public services like Twitter), but stand-alone enterprise microblogging (i.e., services like Yammer) will have less than 5 percent penetration. Over 80% of growth in enterprise use of social networking tools will be driven by customer engagement projects, analyst forecasts Enterprise adoption of social media will occur primarily in the context of customer relationship management (CRM). Copyright 2007, Information Builders. Slide 11
  • 12. Social Media for Enterprise Copyright 2007, Information Builders. Slide 12
  • 13. Social Media for EnterpriseEnterprise Monitoring Customer interests and passion. For example, playing tennis or watching movies. What customer is doing currently and what he is planning for future. For example, vacation plan, expecting a baby or buying a house. Likes and dislikes. For example, vacation in Hawaii and skiing in Colorado. Action and reaction. Support / unsupport for tax reforms and health care reform. Copyright 2007, Information Builders. Slide 13
  • 14. Social Media for EnterpriseEnterprise MonitoringSearch for content Analyze the content Take action
  • 15. Social Media for Enterprise Use CasesDell Dell customer support analyzes Twitter, Facebook and Linkedin for complaints or problems with Dell products. Dell sales watch for unhappy customers with competitors products. Dell Human resources department look for potential new hires. Copyright 2007, Information Builders. Slide 15
  • 16. Social Media for Enterprise Use Cases Elseviers Nursing and Health Professions student ambassadors share links to health care material in Facebook, Twitter and Youtube. Ford bets the Fiesta on Social Networking. Intuits Live Community for Turbo Tax. Success has been extended to QuickBooks and Quicken. Comcast & Citibank provides its customer support through Twitter. Starbucks plans to use Foursquare data for getting feedback about what customers like and do not like. Jetblue uses the social media to address the customers concern and complements. Copyright 2007, Information Builders. Slide 16
  • 17. Social Media for EnterpriseCurrent CRM data flow Call center / Front office Stored into Enterprise CRM Middleware
  • 18. Social Media for Enterprise CRM DataWhat does enterprise CRM data about a customer provide? CRM like Siebel, Clarify and Salesforce.com stores only the enterprise data about the customers. Customer data like name, address and specific details. For example, telecom company will have the phone plan. Customer history. Past trends in customer habits. Copyright 2007, Information Builders. Slide 18
  • 19. Social Media for Enterprise Current Issues Enterprises do not know whether a social network user is a enterprise customer or not. Analyzing enterprise customer data and social network user data is manual. No integrated view between them. Integration of social network data with enterprise CRM is manual. Analyze the blog, comment, interest from social network with the existing data in the enterprise. Analyzing social network is a time consuming manual job. Market and sell the product according to the customer requirement.