web2.0, saas en call center developments
DESCRIPTION
Presentatie Telecommerce Dagen voor MtelTRANSCRIPT
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De consument hoeft niet meer te schreeuwen
WEB 2.0 & SAAS ontwikkelingen
Vincent Everts 24 april 2007
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Vincent Everts• Partner www.interimic.com,
“verankeren van Innovaties”
• CEO www.Pczapper.tv, creator company video portals. “voeg video toe in de communicatiemix”
• Columnist BNR NieuwsRadio, Telegraaf, Marketingfacts
• Oprichter www.cyco.com (USA), www.mediaplaza.nl (NL)
• Contact: [email protected] 0647180864, Skype Vincente.
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INTERNET PENETRATIE
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Internetpenetratie huishoudens
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Breedbandpenetratie internethuishoudens
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Wat doen mensen met hun tijd?
TV: 39% 178 min.
Radio: 33% 151 min.
Internet: 19% 86 min.
Kranten: 6% 26 min
Tijdschriften: 4% 18 min
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Media- en communicatie-uitgaven
• Mobiel: 5,7 mld (15 mln)• Vaste tel: 2,7 mld (6,7 mln)• Kranten: 1,5 mld (4 mln)• TV (kabel): 1,4 mln (6,7 mln)• Breedband: 670 mln (2,5 mln)• Boeken: 1,3 mld
• Reclame: 4,5 mld.
• Per huishouden:– € 250 breedband– € 384 telefoon– € 180 televisie– € 200 krant
• Per persoon:– € 384 mobiel– € 30 boeken
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Leeftijdsgroepen
• Jeugd zet de trend
• Ouderen volgen (snel)
• Professionalsvanzelfsprekend
Jongeren zijn gemiddel 5,5 dagen per week online (104 minuten per keer)
Gemiddelde Nederlander is 4,4 dagen per week online
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48%
35%
33%
23%
15%
12%
6%
30%
Listen to music/radio
Have the TV on
Telephone people
Eat
Play computer/PC games
Have friends over
Read magazines / newspapers
Never do anything else while online
EU-5
More than two-thirds of Net users multi-task; nearly half sometimes listen to the radio while online
“Do you ever do any of the following while using the Internet / emailing at home?”
Base: Net usersSource: Forrester’s Consumer Technology Adoption Study, Q4 2005
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Base: EU-5 Net usersSource: Forrester’s Consumer Technology Adoption Study, Q4 2005
0%
10%
20%
30%
40%
50%
60%
70%
80%
16-18 19-20 21-24 25-29 30-34 35-39 40-44 45-49 50-54 55-59 60-64 65 +
Listen to music/radioHave the TV onTelephone peopleEatPlay computer/PC gamesHave friends overRead magazines/newspapersNever do anything else while online
Net users in their teens and 20s are far more likely to multi-task
Age
“Do you ever do any of the following while using the Internet / emailing at home?”
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INTERNET VERANDERT DE BUSINESS
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B 2 C
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FD: 08/11/06
KLM: 25% online geboekt
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• Online travel community• Reizigers vinden elkaar
(wereldwijd) • Info over bestemmingen• Foto’s• Verhalen• …
Adviseer vrienden binnen je social network over reizen en bestemmingen
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Albert Hein
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• VS: 20% van omzet online • Totale omzet online: $ 2.5 mld
Innovatief en voorloper met:• Hoge kwaliteit streaming • Goede betalingssystemen • Betalen voor content per minuut
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• Omzet thuiswinkelmarkt in NLeerste helft 2006: € 1,79 miljard
• Bijna € 1,33 miljard door consumenten gekocht via internet als aankoopkanaal
• Q1 06: $ 2,28 miljard omzet en 51 miljoen winst
• Verwachting 2006: groei 20%, totale omzet $ 10,5 mld
• 30% omzet bestaat uit eigen winkeltjes
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FINANCIËN
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• 27% consumenten gebruikt het• 2.000 webwinkels• 13% van alle web-betalingen• 2 mln transacties• Winkel betaalt 70 ct
• 90.000 klanten• 40.000 mobiel• 33% van alle handelingen
• Actief in 32 landen• 200 miljard balans• 600 mln geïnvesteerd• Afgelopen jaar 3x winst
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C 2 C
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ebay wereldwijd• 5 miljoen aankopen per
week• 750.000 verkopers in USA• 150.000 in Europa• eBay Nederland:• 780.000 actieve gebruikers• > 2 miljoen geregistreerden
• 150.000 in Europa hebben eigen winkeltje
• VS: 750.000
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• 2,9 mln bezoekers per dag• € 2 miljard omzet• 40% van nederlanders• iedere seconde 1,4 nieuwe
advertenties
Favoriete plaats voor (ver)koop
1. Marktplaats.nl - 92 %
2. Speurders.nl - 42 %
3. eBay - 41 %
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WEB 2.0
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Best WEB 2.0 software• Social Bookmarking del.icio.us• Web 2.0 Start Pages Netvibes• Online To Do Lists Voo2do• Peer Production News digg• Image Storage and Sharing Flickr • Web-Based Word Processing Google Docs• Online Calendars Google Calendar• Project Mgt & Team Collaboration BaseCamp
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• 50.000 unieke bezoekers p/m• 1.000 bruikbare inzendingen p/m • per dag 1 of 2 video's of foto's verkocht
aan ANP en Zoom.in (vooral video’s)• 95% foto's / video's met mobiele
telefoon• Minimum 20 euro (hoogste: 500 euro
voor filmpje metro-ongeluk in Rome.)
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De gebruikers worden de gids
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• 4,7 miljoen keer geraadpleegd
• Uitslag totaal anders:– SP – CDA– De Lijst Vijf Fortuyn– Wilders/PvdV – PvdA
• Dit is wellicht de uitslag onder zwevende kiezers?
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USER GENERATED CONTENT
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• NL-versie: 285.197 artikelen• Eng-versie: 1.703.000• Totaal: 6.000.000 • 250 verschillende talen.
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verdubbeling
verdubbeling
verdubbeling
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Really Simple Syndication
• Rss feeds:• Lees alleen sites met update• Geen opmaak, snel• Indelen in eigen categorieën• Bijna elke site heeft gratis feed
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WII have a problem
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15-02-07 ROOS - Regionale TV in 2010 53
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• 100 miljoen downloads per dag
• 65.000 filmpjes ge-upload per dag
• 30 miljoen bezoekers per maand
• 1.7 miljard views in augustus ’06
• Totale kijktijd augustus: 9305 jaar
• Populairste filmpje van comedian:
34 miljoen keer bekeken•Inmiddels zo’n 800 Mentos video’s online
•Geschatte marketingwaarde: $ 10 miljoen
Top 5 video diensten
43%
24%
10%
9%
6%
Is € 1.3 mld veel?• YouTube is grootste internet TV-
station wereldwijd• Wereldwijd reclame: 200-400 mld• Als YouTube daar 1% van pakt…
Bedreigingen• Veel auteursrechterlijk beschermd
materiaal• Wie is verantwoordelijk en wie
wordt verantwoordelijk gehouden?• YouTube verwijdert op verzoek.
Is dat voldoende?
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Luisteren naar de BUZZ
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COMMUNITIES
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MSN
• NL: 5.8 mln actieve gebruikers
• WW: ± 400 mln
• NL < 20 jaar: 90% MSN• 50 mln ‘gesprekken’ per dag• Vergelijk: 90 mln telefoon…
Gebruik MSN per leeftijdsgroep
90%
50%
40%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
<20 20-35 35-49
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Zakelijk IM
• 10% van de bedrijven geeft werknemers bewust toegang tot MSN
• Werknemers gebruiken het ook ongevraagd, of de webversie(webmessenger.msn.com)
• IT-afdelingen zien MSN als gevaarlijk. Was met email destijds ook
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• 70 % eigendom Telegraaf Media Groep• Populairste datingsite van Nederland• Meer dan 2 miljoen unieke bezoekers per maand• Top 50 van meest bezochte sites in Nederland• Ongeveer 500.000 actieve profielen
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ONLINE MARKETING
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Google, the new God
• $10 billion sales ($10), • Marketvalue 100b• 200 million/day• 50% market share
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Online advertising spending is now growing at over 30% (dollars in billions)
$9,6$12,5
$16,7$20,3
$23,5$26,6
$29,4
$0,0
$5,0
$10,0
$15,0
$20,0
$25,0
$30,0
$35,0
2004 2005 2006 2007 2008 2009 2010
Source: eMarketer, 2006
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Viral Marketing
• Lage kosten
• Verspreiding viraal
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COMMUNICATIE 2.0
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Communicatie 2.0
• Post
• Telefoon
• MSN
• Blogs
• Games
• Online Campagne
• RSS Feeds
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CRM 2.0 – SAAS in WEB 2.0 tijdperk
• CRM– SalesForce, SAP, Microsoft,
• Meetings– Webex
• Google Applications– Office
• Financiele applicaties– Sap, Twinfield, Exact
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Gartner: Priorities in CRM
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SAAS verovert CRM
• Salesforce.com• NetSuite• Oracle
OnDemand• RightNow
(SalesNet).• SAP CRM • Microsoft
Dynamics CRM Live 2007
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Gartner: Call Center software
• Process driven• VOIP • SAAS• Marketing Analytics
will follow