Social CRM & Big Data
-
Upload
christian-m-bartels -
Category
Business
-
view
1.408 -
download
0
description
Transcript of Social CRM & Big Data
![Page 1: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/1.jpg)
Social CRM
& BIG DATA
![Page 2: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/2.jpg)
2 C h r i s t i a n M . B a r t e l s 2 0 1 2 - S o c i a l C R M & B I G D ATA - c q c
„CRM IS A PHILOSOPHY AND A BUSINESS STRATEGY SUPPORTED BY A SYSTEM AND A TECHNOLOGY, DESIGNED TO IMPROVE HUMAN INTERACTIONS IN A BUSINESS ENVIRONMENT”
(PAUL GREENBERG, GRÜNDER DER „56 GROUP“, IN “REALITY CHECK” CRM MAGAZINE 2003)
![Page 3: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/3.jpg)
C h r i s t i a n M . B a r t e l s 2 0 1 2 - S o c i a l C R M & B I G D ATA - c q c3
![Page 4: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/4.jpg)
C h r i s t i a n M . B a r t e l s 2 0 1 2 - S o c i a l C R M & B I G D ATA - c q c4
TRADITIONELLES
CRM• Effektives
Management der
Kundenbeziehungen
• Direkte
Kommunikation
• Operativer Ansatz
![Page 5: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/5.jpg)
5 C h r i s t i a n M . B a r t e l s 2 0 1 2 - S o c i a l C R M & B I G D ATA - c q c
„SOCIAL CRM … IS THE COMPANY’S PROGRAMMATIC RESPONSE TO THE CUSTOMER’S CONTROL OF THE CONVERSATION.”
(PAUL GREENBERG IM PGREENBLOG 2010)
SOCIAL
![Page 6: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/6.jpg)
C h r i s t i a n M . B a r t e l s 2 0 1 2 - S o c i a l C R M & B I G D ATA - c q c6
SOCIAL
CRM
+ Erweiterung des
traditionellen CRM
+ Indirekte
Kommunikation
+ Kundenwünsche
erkennen & erfüllen
![Page 7: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/7.jpg)
C h r i s t i a n M . B a r t e l s 2 0 1 2 - S o c i a l C R M & B I G D ATA - c q c7
► Wesentlich mehr
Verbindungen
► Wesentlich mehr
Informationen
► Vielzahl an
Unstrukturierte Daten
SOCIAL
CRM
![Page 8: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/8.jpg)
C h r i s t i a n M . B a r t e l s 2 0 1 2 - S o c i a l C R M & B I G D ATA - c q c8
BIGData
• Informationen in sehr
großen Mengen
• Varianz in
Struktur
Geschwindigkeit
Volumen
Vielfalt
![Page 9: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/9.jpg)
C h r i s t i a n M . B a r t e l s 2 0 1 2 - S o c i a l C R M & B I G D ATA - c q c9
DATENHERKUNFT
Transaktionsdaten
Maschinendaten
Social Media
![Page 10: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/10.jpg)
1 0
• Optimale Kundenbindung mit umfangreichen Kundendaten
• Einblicke in das Verhalten von Konsumenten und deren Stimmung
• Konsolidierung & Analyse in Echtzeit
• Optimal abgestimmte Marketingstrategien
C h r i s t i a n M . B a r t e l s 2 0 1 2 - S o c i a l C R M & B I G D ATA - c q c
CHANCE BIG DATA & SOCIAL CRM
![Page 11: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/11.jpg)
C h r i s t i a n M . B a r t e l s 2 0 1 2 - S o c i a l C R M & B I G D ATA - c q c11
HERAUSFORDERUNG BIG DATA
• Extrem große Datenmengen
• Zeitaufwendige Analyse
• Dezentrales Aufkommen
• Unstrukturierte Form
• Fehlende Fachkräfte
![Page 12: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/12.jpg)
C h r i s t i a n M . B a r t e l s 2 0 1 2 - S o c i a l C R M & B I G D ATA - c q c1 2
Social CRM& BIG DATA
Zusammenfassung
+ Extreme Kundennähe+ Fabelhafte
Marketingmöglichkeiten
− Datenmanagement− Datenstruktur− Human Resources
![Page 13: Social CRM & Big Data](https://reader035.fdocuments.net/reader035/viewer/2022062319/555e0b4bd8b42a99188b4a65/html5/thumbnails/13.jpg)
1 3 C h r i s t i a n M . B a r t e l s 2 0 1 2 - S o c i a l C R M & B I G D ATA - c q c
KONTAKT