2020 Social Decoding The Social In Social CRM

Decoding the Social in Social CRM 2020 Social: Because Business is Social gaurav@2020social.com kaushal@2020social.com @gauravonomics @ksarda

Decoding Social

Decoding Social Social We can look at networking social technologies Blogging By Tool through many Microblogging lenses. Photo-sharing Consumer Video-sharing Product design generated Sales and content marketing Conversations By Core Decoding By Customer Collaboration Dynamic Social Function support Community Public relations Collective Partner relations intelligence Employee Business-to- relations By Type of business We like to focus on Organiza- Business-to- the core social tion consumer dynamics. Government Non-profit

Five Core Social Dynamics Invisible Collective Intelligence Ease of Community Understanding Collaboration Conversation Consumer Generated Content Visible Easy Ease of Difficult Implementing

Forrester Social Technographics  Forrester Social Technographics report categorizes social media behavior into seven groups.  In the US, joiners are the biggest group after spectators.  Source: Forrester Social Technographics Report, 2009

Social Media in India In India, joiners are the biggest group after spectators, but the other Brands in India should use groups are small. communities, social games and social contests 30.0 to engage with joiners. 26.0 25.0 20.0 16.0 15.0 13.2 9.5 10.0 3.2 4.2 5.0 2.0 2.8 2.0 1.0 - Social Professional Customer Microblogging Social voting Video sharing Photo sharing Document Blogging Wikis networking networking review sharing Joiners + Critics + Conversatio Collectors + Creators + Creators + Spectators nalists + Spectators Spectators Critics + Spectators Collectors + Conversatio Source: Monthly unique users in millions from nalists http://vizisense.com ; Forrester Social Technographics Report

Focus on People vs. Content Most social platforms are including rich user profiles, to shift the Instead, content-centric focus towards people. platforms should build deep integration with people-centric platforms. Focus on Focus on Content People

Dell Case Study

Dell Hell  Viral campaign against Dell’s unresponsive customer service, started by journalist Jeff Jarvis. Source: http://buzzmachine.com/archives/cat_dell.html Disclosure: Dell is a 20:20 Media and 2020 Social client.

Social Media Evolution at Dell 1996-97: 2005-06: 2007-08: 2008-09: 2009-10: Dell Support Dell Hell Ideastorm Digital Dell Outlet Initiatives Forum Blogger Employee Nomad on Facebook Dell outreach Storm Take Your and Twitter Community Direct2Dell Own Path Social Forum Dell Go commerce Green Involve Dell Reach out Involve Build Use social Challenges customers in and build consumers communities networks to support and long-term and of interest trigger sales product relationships employees in around social discussions with product and objects influencers process innovation Source: http://slideshare.net/Dell_Inc/blogwell- cincinnati-april-7-3678335 Disclosure: Dell is a 20:20 Media and 2020 Social client.

Consumer Generated Content Your consumers are authors, photographers and filmmakers, all Tap into their rolled into one. creativity. Ask them to interpret your brand. I wrote a blog post I love the about it I also new designed a airport!  IX poster

Dell Go Green  Dell Go Green is a consumer generated content contest where consumers submit ideas to redesign, reuse of recycle gadgets to make them go green. Source: http://dellgogreen.com Disclosure: Dell is a 20:20 Media and 2020 Social client.

Conversations Your customers, partners and employees are talking Listen to them, reach about you, in public. out to them, engage them in a two-way conversation. Have you used this Yes! It phone? rocks!  

Direct2Dell Blog  One of the most celebrated corporate blogs.  Posts about business, technology and consumer trends, corporate social responsibility and business unit announcements. Source: http://en.community.dell.com/dell- blogs/b/direct2dell Disclosure: Dell is a 20:20 Media and 2020 Social client.

Dell SMB on Facebook  Dell’s Small Business Facebook page, structured as a resource for small businesses to use social media, has more than 37,000 fans. Source: http://www.facebook.com/dellsocialmedia

Dell Outlet on Twitter  Dell uses Twitter as a channel to sell refurbished computers to corporate purchase managers.  @delloutlet has 1.5 million followers and has resulted in sales of more than $6 million. Source: http://twitter.com/delloutlet

Collaboration People can help solve each others’ problems, if we help them Create rich profiles connect. and reputation systems to encourage people to help each other. How do I fix this Let me tell problem? you how!  

Dell Support Community  User driven support community to increase customer satisfaction and drive down support costs. Source: http://en.community.dell.com Disclosure: Dell is a 20:20 Media and 2020 Social client.

Community Communities come together around a shared social object: a Build and nurture a lifestyle, cause or community platform to interest. host your customers, partners, employees, and evangelists. Here’s what I am passionate We have so I’m about it too! much in passionate common! about! 

Dell Digital Nomad  Community built around the idea of being a digital nomad.  Targeted at highly mobile laptop users. Source: http://www.digitalnomads.com/ Disclosure: Dell is a 20:20 Media and 2020 Social client.

Dell Take Your Own Path  Community where users shared inspiring stories of entrepreneurship.  Driven by the Dell SME team.  Now replicated internationally. Source: http://takeyourownpath.com Disclosure: Dell is a 20:20 Media and 2020 Social client.

Collective Intelligence Customers, employees and partners can give Observe their behavior, you new ideas and ask for their ideas, insights. recognize and reward them for their contribution. Here’s ! Here’s how we It worked! an can make Thank you! idea! it better! 

Dell Ideastorm  User driven ideation community to listen to customer’s ideas on product improvement and new product development. Source: http://ideastorm.com/ Disclosure: Dell is a 20:20 Media and 2020 Social client.

Dell Employee Storm  Internal ideation platform to enable Dell’s worldwide community of more than 80,000 employees to post and discuss ideas on topics ranging from product innovation to company HR policies. Source: http://thesocialworkplace.com/featured/1558/ Disclosure: Dell is a 20:20 Media and 2020 Social client.

Social Media Context at Dell Structure Internal Social Community Role of workflow media policy Agency policy Fitting social Developing Developing Developing Assigning Challenges media within workflows for guidelines for guidelines for roles to all the listening, employees to community stakeholders, organizational resolving and participate on members to including structure responding social participate on external platforms social agency platforms hosted by company Hub and Radian6 All Public Add local or Dell’s spoke model Internal employees community domain Approach Central blogs and empowered policy for know-how strategy team community to engage, each Manage with subject Employee but must community content matter Storm identify calendar and experts themselves as workflow NameatDell Disclosure: Dell is a 20:20 Media and 2020 Social client.

Structure & Stakeholders  All Dell Employees are encouraged to blog and tweet  Employees can blog/ tweet as a dell representative by identifying themselves as NameatDell  Dell official Twitter accounts clearly identify the employees behind them. Source: http://dell.com/twitter

Dell Listening & Response Workflow Source: http://slideshare.net/Dell_Inc/blogwell- cincinnati-april-7-3678335 Disclosure: Dell is a 20:20 Media and 2020 Social client.

Dell Blog Response Checklist Source: http://www.slideshare.net/Dell_Inc/dell- outreach-in-the-blogosphere Disclosure: Dell is a 20:20 Media and 2020 Social client.

Dell Social Media Policy  Dell has a public social media policy for its employees http://www.dell.com/content/topics/global.aspx/policy /en/policy?c=us&l=en&s=gen&~section=019

Dell Community Policy  Dell has a public community policy for the members of its community and support forums. http://en.community.dell.com/content/TOU.aspx

Six Elements of Social Strategy Context Community Campaigns Content CRM Channel Creating the Identifying Creating and Creating and Creating Creating right context evangelists, managing a managing a referral and specific in terms of social object campaign campaign rewards tactics for and calendar, to calendar, to programs online and objectives, community attract the retain the supported by offline metrics, platform. interest of interest of reputation channel and structures, evangelists on evangelists on and integrating workflows a regular a regular recommendat them. and policies. basis. basis. ion systems.

360° Marketing Redux

Old 360° Marketing Campaigns TV  Step 1: Identify a brand message that represents the brand values  Step 2: Produce a TV commercial to Digital Print communicate the brand message  Step 3: Buy ads to promote the message across TV Commercial Radio In-Store channels  Step 4: Repeat with a new TVC with a different creative twist on the brand PR & Events Billboards message Direct Mail

Old 360° Marketing Campaigns As TVC-centric campaigns don’t really The brand starts and build upon previous ends with zero campaigns… attention in spite of high ad spends. The old role of the campaign was to Campaign 1 Campaign 2 Campaign 3 maximize reach and Attention frequency of the brand message. Time

Saatchi & Saatchi: Lovemarks  Lovemarks are brands that score high on both love and respect  Three ingredients of love: mystery, sensuality and intimacy Source: http://lovemarks.com

Seth Godin: Ideavirus  An ideavirus is an idea that spreads on its own, like a virus.  Similar to the “contagious idea” concept from Publicis Source: http://www.sethgodin.com/ideavirus http://contagious-stuff.com

Jyri Engestrom: Social Object  People don’t just connect to each other. They connect through a shared object.  A social object is an idea that connects people.  Related to Gaurav’s concept of Ideasliver: a social object that you can own. Source: http://zengestrom.com http://gapingvoid.com

How To Scale Passion? The BIG question for organizations in the 21st century: how to convert Brands can scale the employees, partners and passion of their evangelists customers into evangelists? by building and nurturing (online) communities. Step 1: Identify Passion Step 2: Ignite Passion Step 3: Scale Passion Select a BIG lifestyle, Build a focused community Build scale by leveraging interest, or cause. around it. existing social platforms.

New 360° Marketing Campaigns TV  Step 1: Identify a big social object (lifestyle, interest or cause) that is connected with the brand values  Step 2: Build an Digital Print online community around the social object  Step 3: Create a campaign to energize evangelists In-Store Community Radio across channels  Step 4: Repeat with a connected campaign around the same social PR & Events Billboards object Direct Mail

New 360° Marketing Campaigns As community-centric campaigns build upon They add new layers to the work done in the the community each previous campaigns… time and grow attention over time. Content + Community + CRM Campaign 3 The new role of the Campaign 2 campaign is to recruit evangelists Campaign 1 Attention into the brand- hosted community. Time

New 360° Marketing Campaigns Brands need to commit to a community-centric Brands need to get strategy for the long content, community term to benefit. and CRM right to really connect campaigns. Content + Community + CRM Campaign To attract Calendar evangelists Campaign 3 Content To retain Campaign 2 Calendar evangelists Community To grow Campaign 1 Attention Platform organically CRM Program To direct behavior Time

Pepsi Refresh 360° Marketing Case Study

Pepsi’s Super Bowl Love Affair  Pepsi spent $142 million on Super Bowl ads in the last decade  Most Pepsi Super Bowl ads were full music videos with top celebrities which went viral with million plus views on YouTube  Overall, Pepsi spends more than half its marketing budget on TV Source: http://youtube.com/watch?v=uRu9HO_tIpw http://www.youtube.com/watch?v=JHboqbcjGSQ

The Promise of PepsiCo  In 2009, PepsiCo committed to the promise of “performance with purpose”: delivering growth by investing in a healthier future for people and our planet. Source: http://pepsico.com, http://pepsico10.com, http://thepromiseny.com

Pepsi: Moments to Movement Each of our beverage brands has a strategy and marketing platform that will be less about (creating) a moment, more about a movement. My primary role involves thinking about Frank Cooper, “How do we start Bonin Bough, Chief Consumer integrating social Global Director of Engagement Officer, media into the overall Digital and Social PepsiCo organization?" Media, PepsiCo

Pepsi Refresh Anthem  In January 2009, Pepsi launched its Refresh rebranding with a ‘Forever Young’ TVC featuring Bob Dylan and Will.i.am  Every generation refreshes the world. Now it’s your turn. Source: http://youtube.com/watch?v=MNVxeBglwxo

Pepsi Refresh Everything  The earlier version of the Pepsi Refresh website showcased content and contests that focused on refreshing various aspects of popular culture. Source: http://refresheverything.com

Pepsi Refresh Studio  In September 2009, Pepsi tied up with Will.i.am to launch a contest to create a user- generated video and music track of the single "La La La" from LMFAO. Source: http://ultimaterefresh.com http://pepsi.realitydigital.net

The Pepsi Refresh Project  In January 2010, Pepsi launched the Pepsi Refresh Project with a budget of $20m and an intent to support ideas that refresh local communities.  Based on the Pepsi Optimism Project (POP) Survey findings: Americans believe that the best ideas are more likely to come from "normal people" as opposed to public figures. Source: http://refresheverything.com

Pepsi Refresh: One People TVC  The One People TVC for Pepsi Refresh aggressively promoted online.  However, Pepsi let go of its Super Bowl opening ad position for the first time in 23 years. Source: http://youtube.com/watch?v=2fS39FitsoQ

Pepsi Refresh: Game Mechanics  Up to 1000 ideas can be submitted in six categories each month with voting in the next month. Each month is effectively a new campaign.  32 grants of $5k, $25k, $50k and $250k, totaling to $1.3m each month.  Leader board for the most popular ideas. Source: http://refresheverything.com

Pepsi Refresh: Ambassadors  Respected thought leaders from GOOD act as Refresh Ambassadors (and community managers) in each category.  Pepsi also tied up with GOOD, Global Giving, Do Something and City Years as cause marketing partners. Source: http://refresheverything.com

Pepsi Refresh: Blog  Written by six category ambassadors from Good.  Blog posts include a combination of announcements, how-to tips, case studies and grantee stories to energize and educate the community. Source: http://refresheverything.com

Pepsi Refresh: Showcase  All funded ideas are showcased and their progress tracked on the idea blog. Source: http://refresheverything.com

Pepsi Refresh: Virality  Contestants can promote their ideas via updates on social networks like Facebook and Twitter, or via a widget on their blog or website.  The Pepsi Refresh voting app on Facebook shows ideas your friends support and has more than 50k users. Source: http://refresheverything.com

Pepsi Refresh: Brand Website  The Pepsi brand website promotes the Pepsi Refresh Project along with other current brand promotions, most of which are thematically related to the Pepsi Refresh Project theme. Source: http://pepsi.com

Pepsi Refresh: Facebook  Customized landing tab on Facebook to showcase the highlights of the project. Source: http://facebook.com/refresheverything

Pepsi Refresh: Facebook  Tab to showcase MTV VJ’s road trip across America to meet the Pepsi Refresh grant recipients. Source: http://facebook.com/refresheverything

Pepsi Refresh: Facebook  Tab to showcase Pepsi Refresh Celebrity Challenge where Demi Moore and Kevin Bacon promoted their favorite causes. Source: http://facebook.com/refresheverything

Pepsi Refresh: One Goal in Mind  In the run up to the FIFA World Cup, Pepsi Refresh tied up with the US soccer team to run a contest where three players promoted their favorite ideas Source: http://ussoccer.com/pepsirefresh

Pepsi Refresh: Cherry Goodness  Pepsi Refresh contest where consumers can win $5000 for themselves and $5000 to support their favorite charity by finding one of the 100 specially marked Pepsi Cherry products. Source: http://refresheverything.com

Pepsi Refresh: Results  Added 200k new Facebook fans in Super Bowl week.  Over 500k new Facebook fans by end May.  2m registered users by end-May.  5m unique visitors a month.  60,000 tweets (175 million Twitter impressions) by end-May. Source: http://refresheverything.com

Pepsi Refresh: Canada  Pepsi is now starting the Pepsi refresh Project in Canada.  10 grants of $5k, $25k, $50k and $250k, totaling to $200k each month. Source: http://refresheverything.ca

Six Shifts in 360° Marketing  One: From TVC-centric Content + Community + CRM campaign to community- centric campaign  Two: From inside-out brand Campaign 3 message to outside-in social object Campaign 2  Three: From standalone campaigns to a series of campaigns that build upon Campaign 1 Attention each other  Four: From standalone content pieces to permission-based content streams  Five: From linear ad- Time supported growth to viral organic growth  Six: From reach and frequency to participation

Six Shifts in 360° Marketing  One: From TVC- From centric campaign to community- centric campaign To

Six Shifts in 360° Marketing  Two: From inside- From out brand message to outside-in social object To

Six Shifts in 360° Marketing  Three: From From standalone campaigns to a series of campaigns that build upon each other To

Six Shifts in 360° Marketing  Four: From From standalone content pieces to permission-based content streams To

Six Shifts in 360° Marketing  Five: From linear From ad-supported growth to viral organic growth To

Six Shifts in 360° Marketing  Six: From reach From and frequency to participation To

Decoding the Social in Social CRM

Social CRM Use Cases Marketing Sales Support Innovation Collaborati on Brand Identifying Identifying Identifying Profiles, Insights tracking leads problems trends and groups and Research ideas activity communities streams Changing Converting Solving Acknowledgi Shared Response medium or leads problems ng ideas workspaces message Viral Referral Suggestion Suggestion Blogs and Proactive marketing campaigns campaigns campaigns wikis campaigns Evangelist Evangelist Self-service Ideation Employee Crowd- communities communities communities communities and partner sourcing communities Adapted from: Altimeter Social CRM Use Cases

The Social & CRM Sides of SCRM Some players are approaching Social CRM from the Social-side, The Social and CRM others from the CRM-side. approaches are rooted in different value systems and might not converge. 1. Social media 2. Community 3. Community 4. CRM tools with CRM platforms with platforms with solutions with features CRM connectors CRM core social features Hootsuite Jive Salesforce MS Dynamics Radian6 Lithium RightNow Oracle Buzzstream ENgage Helpstream Social CRM Public Private Many-to-many One-to-one Emergent Rule-driven

HootSuite  Provides workflow, analytics, for teams to manage multiple Twitter accounts and distribute messages across multiple networks. Other features are influence rating, custom URL for analytics, regional tracking. Source: http://hootsuite.com/

CoTweet  Enable teams to monitor, manage, and triage conversations in Twitter, analyze keywords and trends, assign updates to team members and schedule responses Source: http://cotweet.com

BuzzStream  Lightweight influencer relations tool targeted at SMEs and agencies.  Keyword tracking, profiling, contact management, workflow management and conversation history. Source: http://buzzstream.com/social-media

BuzzStream Case Study  How can a photo sharing startup convince influencers to write about its platform?  Video demo Source: http://vimeo.com/6163011

Radian6  Social media analytics tool targeted at agencies and enterprises.  Keyword tracking, sentiment, analytics, profiling, workflow management.  Integration with Saleforce CRM.  Integration with Webtrends and Omniture web analytics. Source: http://radian6.com/integration/social-crm & http://radian6.com/integration/web-analytics

Radian6 Case Study 1  How can a landscaping company find “point of need” sales leads on Twitter and the social web?  Screenshot 1 of 4: Tracking conversations related to select keywords in Radian6. Source: http://radian6.com/applications/sales-and-lead- generation/

Radian6 Case Study 1  How can a landscaping company find “point of need” sales leads on Twitter and the social web?  Screenshot 2 of 4: Syncing contact record between Radian6 and Salesforce. Source: http://radian6.com/applications/sales-and-lead- generation/

Radian6 Case Study 1  How can a landscaping company find “point of need” sales leads on Twitter and the social web?  Screenshot 3 of 4: Tracking contact history in Salesforce. Source: http://radian6.com/applications/sales-and-lead- generation/

Radian6 Case Study 1  How can a landscaping company find “point of need” sales leads on Twitter and the social web?  Screenshot 4 of 4: Tracking impact on web traffic with Webtrends & Omniture. Source: http://radian6.com/applications/sales-and-lead- generation/

Radian6 Case Study 2  How can a cable company manage customer support in real time?  Screenshot 1 of 4: Tracking conversations related to select keywords in Radian6. Source: http://radian6.com/applications/customer- service-outreach/

Radian6 Case Study 2  How can a cable company manage customer support in real time?  Screenshot 2 of 4: Identifying conversations related to potential customer support problems in Radian6. Source: http://radian6.com/applications/customer- service-outreach/

Radian6 Case Study 2  How can a cable company manage customer support in real time?  Screenshot 3 of 4: Assigning problems to customer support team using the workflow features in Radian6. Source: http://radian6.com/applications/customer- service-outreach/

Radian6 Case Study 2  How can a cable company manage customer support in real time?  Screenshot 4 of 4: Syncing case with Salesforce CRM and tracking case history in Salesforce. Source: http://radian6.com/applications/customer- service-outreach/

Sysomos Heartbeat  Social media analytics tool targeted at agencies and enterprises.  Keyword tracking, sentiment, analytics, profiling, workflow management.  Integration with Saleforce CRM. Source: http://sysomos.com/products/overview/heartbeat

Alterian SM2  Social media analytics tool targeted at agencies and enterprises.  Keyword tracking, sentiment, analytics, profiling, workflow management.  Integration with Alterian Dynamic Messenger and Alterian Content Manager. Source: http://alterian-social-media.com/Why- SM2/dynamic-messenger

Lithium  Full-featured enterprise social computing platform for large enterprises.  Deep integration with Twitter, Omniture, Salesforce and Rightnow. Source: http://lithium.com/what-we-offer/social-crm- suite

Lithium  Blogs, forums, idea, chat, mobile.  Reputation system, tribal knowledge base, command center, content discovery, content syndication. Source: http://lithium.com/what-we-offer/social-crm- suite

Lithium Case Study 1  How can a gadgets marketer connect customer conversations across the social web, ideation platforms, support forums and CRM platforms? Source: http://youtube.com/watch?v=j1ozGiXSpI0

INgage ELAvate  Full-featured enterprise social computing platform for large enterprises and government agencies.  Ideation, community, public comment, marketplace and mobile solutions.  Deep analytics and Microsoft Dynamics CRM integration. Source: http://ingagenetworks.com/services-elavate- enterprise

Jive Market Engagement  Jive’s social media monitoring and response offering, includes a virtual war room.  Integrated with their full-featured internal collaboration and external community platform. Source: http://jivesoftware.com/solutions/market- engagement

Jive Case Study 1  How can a mobile phone company connect with its consumers to generate ideas for new products and features?  Structured ideation platform to solicit and select best customer ideas. Source: http://sonyericsson.com/se-dot/

Helpstream  Community platform focused on customer service.  Social media monitoring.  Ideas, Q&A and knowledge bases.  Integration with Salesforce or Oracle CRM. Source: http://www.helpstream.com/site_product/product.html

Attensity  Complete suite of customer experience applications for enterprises, driven by semantic text analysis.  Partnerships with Lithium and Radian6. Source: http://attensity.com

RightNow CRM  Full suite of social and community solutions integrated with SaaS-based CRM.  Support, innovation and customer communities.  Social media monitoring. Source: http://rightnow.com/cx-suite-social- experience.php

Salesforce Service Cloud  Full suite of social and community solutions integrated with SaaS-based CRM.  Community features like ideas and answers.  Integration with knowledge base and CRM.  Deep Twitter integration.  Force.com and Facebook API. Source: http://salesforce.com/in/crm/customer-service- support/

Chatter Collaboration Cloud  Facebook for the enterprise.  Members can create personal profile, public groups, monitor projects and share content.  Integration with Twitter and Facebook. Source: http://salesforce.com/in/chatter/apps/

Chatter Collaboration Platform  APIs for developers to create new social applications connected with Chatter. Source: http://salesforce.com/in/chatter/platform/

Salesforce Case Study 1  How can a coffee chain collaborate with its consumers to co-create new products and services?  Structured ideation platform to solicit and select best customer ideas. Source: http://mystarbucksidea.force.com/

Salesforce Case Study 2  How can a computer vendor engage its customers to get ideas for new products and improvements on existing products?  Structured ideation platform to solicit and select best customer ideas. Source: http://ideastorm.com

Salesforce Case Study 3  How can a shoe manufacturer involve its consumers to create new designs and products?  Structured ideation platform to solicit and select best customer ideas. Source: http://crocsideas.force.com/

Apirio  Offers products and services that help firms using the Force.com platform to integrate their communities with Facebook, Amazon Web Services and Google Apps. Source: http://appirio.com/products/CloudConnect_facebook.ph p

Apirio Case Study 1  Custom Facebook application powered by Salesforce to drive and measure word- of-mouth referrals in a Starbucks campaign to encourage volunteerism. Source: http://appirio.com/products/rms/viralmarketing_demo/ viralmarketing_demo.htm

Apirio Case Study 2  Custom Facebook application powered by Salesforce to use and measure word- of-mouth referrals in a Mark campaign to encourage product referrals. Source: http://apps.facebook.com/meetmark/home.do

SocialCRMTools  Salesforce application to manage contacts and conversations on Twitter, Facebook and LinkedIn. Source: http://socialcrmtools.com/

GetSatisfaction  Off-domain customer-driven self-service platform integrates with Salesforce. Source: http://getsatisfaction.com/uses/salesforce

In Summary

The Experience Ecosystem Toolkit The toolkit for creating Salesforce seems to be a talkworthy best positioned to offer experience ecosystem an end-to-end solution. is coming together. The Conversation Feedback Loop Social Media Social Collaboration Social Commerce Community Analytics Applications Solutions & CRM Solutions Platforms Solutions Listening Sharing Collaborating Converting Energizing Profiling Connecting Co-creating Supporting Retaining Radian6 Facebook API SocialText Bazaarvoice Jive Sysomos OpenSocial API Chatter SF Sales Cloud Lithium Alterian SM2 Twitter API Accept Ideas RightNow INgage Buzzstream LinkedIn API SF Service Cloud Helpstream Talkworthy Experience Ecosystem

Social CRM Solution Components #6 CAMPAIGNS 4.5 Super-user 5.5 Partner Profiling Relations 3.5 Mobile 4.4 Workflow 5.4 Influencer Integration Management Relations 3.4 OpenSocial 3.6 Analytics Integration Integration 4.3 Community 5.3 Market Engagement 3.3 LinkedIn 3.7 CRM Research Integration Integration 2.3 Groups 4.2 Content 5.2 Sales & Creation 3.2 Twitter 3.8 Transaction Marketing 2.2 Forums 2.4 Chat Integration 1.1 Profiles Integration 1.2 Relationships 4.1 Content 3.1 Facebook 1.3 Activity Streams 3.9 Content 5.1 Customer 2.1 Blogs 2.5 Ideas Moderation Integration 1.4 Reputation System Syndication Support 1.5 Search & Discovery #4 SERVICES #3 INTEGRATION #1 CORE #2 APPLICATIONS #5 USE CASES

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2020 Social Decoding The Social In Social CRM

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2020 Social Decoding The Social In Social CRM Presentation Transcript