2020 Social Workshop on Social Media For B2B Marketers
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2020 Social Workshop on Social Media For B2B Marketers

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Slides from the 2020 Social workshop on Social Media for B2B Marketers. ...

Slides from the 2020 Social workshop on Social Media for B2B Marketers.

This deck has been used for the following workshops:

- NASSCOM Emerge Workshop, New Delhi, April 2010.

Update history:

- April 2010

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2020 Social Workshop on Social Media For B2B Marketers 2020 Social Workshop on Social Media For B2B Marketers Presentation Transcript

  • How Can B2B Marketers Benefit From Being Social? #smb2b gaurav@2020social.com @gauravonomics
  • Why should B2B marketers even think about Being Social?
  • To begin with, what is (or isn’t) Being Social?
  • Being Social is not about social networks (Facebook, Twitter, LinkedIn)
  • Being Social is not about social media (blogs, forums, communities)
  • Being Social is not even about internet, mobile, digital
  • Being Social is about word of mouth (being talked about)
  • Being Social is about being talkworthy (read: being remarkable)
  • Being Social is about relationships (building, enabling)
  • Being Social is about evangelists (read: fans)
  • Being Social is about converting customers, partners and employees into evangelists
  • Being Social is about organizing and energizing evangelists
  • Being Social is about identifying, igniting and scaling passion
  • Being Social is about reviews, referrals, recommendations
  • So, why should B2B marketers even think about Being Social?
  • Introductions: Share your most embarrassing social media experience
  • 9:30 am to 11:00 am Session 1: Introduction to (Being) Social Media
  • 11:30 am to 1:00 pm Session 2: Strategy, Tactics, Measurement
  • 2:00 pm to 3:30 pm Session 3: Facebook, LinkedIn, Twitter
  • 4:00 pm to 5:30 pm Session 4: Tying It All Together
  • http://2020social.com/ 2020social_nasscom_b2b.pdf
  • Session 1: Introduction to (Being) Social Media
  • Social Media Response Matrix Take reasonable action to fix issue and let customer know action taken Positive Negative Yes Yes No Does customer Do you want Assess the Evaluate the need/deserve more to respond? message purpose info? Yes Yes Are the No Unhappy Gently correct the No Response facts Customer? facts correct? No Yes No Yes Are the No Can you add Dedicated facts value? Complainer? correct? No Yes Is the Explain what is being Respond in Thank the Comedian Yes problem done to correct the kind & share person Want-to-Be? being fixed? issue Yes No Let post stand and Source: USAF, modified by Altimeter Group monitor
  • Three Rules For Negative Conversations
  • 1 The only solution for negative conversations is more positive conversations.
  • 2 Responding to and resolving negative conversations is table stakes.
  • 3 The prize is in inspiring your evangelists to start and spread more positive conversations.
  • Three Questions
  • 1 Who are our evangelists and why will they talk about us?
  • 2 How can we organize and energize them?
  • 3 How can we (help them) spread the word?
  • None of these questions are about social media
  • But social media is a big part of the answer
  • The Next Big Question: How To Scale Passion? The BIG question for businesses in the 21st century: how to convert We help organizations build employees, partners and and nurture communities to customers into evangelists? connect (with) evangelists and scale their passion. 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
  • Three Mantras
  • 1 The future has already arrived. It’s just not evenly distributed yet. Source: William Gibson
  • 2 The tools are transient. The values embedded in them are persistent.
  • 3 To understand how technology is changing organizations, begin by asking how it is changing people.
  • Key Takeaways From Session 1  Who are our evangelists and why will they talk about us?  Or, how to identify passion?  How can we organize and energize them?  Or, how to ignite passion?  How can we (help them) spread the word?  Or, how to scale passion?
  • Session 2: Strategy, Tactics, Measurement
  • Key Takeaways From Session 1  Who are our evangelists and why will they talk about us?  Or, how to identify passion?  How can we organize and energize them?  Or, how to ignite passion?  How can we (help them) spread the word?  Or, how to scale passion?
  • 1 Who are our evangelists and why will they talk about us?
  • 1.1 Who are our evangelists?
  • Six Types of Evangelists 1. Present or past customer, 4. Partner or prospect 2. End Present or 5. Co-worker consumer Potential or employee Evangelists 3. Analyst or 6. Enthusiast influencer
  • Who Are Our Evangelists? Worksheet 1: Who Are Our Evangelists? Persona 1 Persona 2 Persona 3 Who are our present and potential evangelists? Who do they talk to? Who talks to them? What else do they talk about? What are their triggers to talk? Why do we want them to talk about us?
  • Exercise Comments Questions
  • Technology Decision Makers  Forrester Social Technographics Profile of North American and European technology decision makers  High use of social media both for personal and business purposes Source: http://forrester.typepad.com/groundswell/2009/02/new-research- b2.html
  • 1.2 Why will they talk about us?
  • Satchi & Saatchi: Lovemarks (brands that you love and respect) Source: http://lovemarks.com
  • Publicis: Contagious Idea (an idea that spreads) Source: http://contagious-stuff.com
  • Seth Godin: Ideavirus (an idea that spreads) Source: http://www.sethgodin.com/ideavirus
  • Jyri Engestrom: Social Object (the idea around which a community comes together)
  • Gaurav Mishra: Ideasliver (a thin slice of the world that you own)
  • Six Types of Social Objects 1. Our unique 4. Their own product lifestyle 2. Our 5. Their own personalized Social Objects interest support 3. Our mind- 6. Our shared blowing TVC cause
  • Why Will Our Evangelists Talk About Us? Worksheet 2: Why Will Our Evangelists Talk Persona 1 Persona 2 Persona 3 About Us? Our unique product Our personalized support Our mind-blowing TVC Their own lifestyle Their own interest Our shared cause
  • Exercise Comments Questions
  • 2 How to organize and energize evangelists?
  • Five Core Social Dynamics Social You 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 dynamic. tion consumer 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
  • Five Reasons Why Business is Social        !    Consumer Conversation Collaboration Community Collective Generated Intelligence Content
  • 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 made a how-to I love my tutorial video I also new CRM designed a software!  IX logo
  • 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
  • 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 software? rocks!  
  • Dell Small Business 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 work together in flow when they connect with each Create rich profiles other as people. 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
  • 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. I’ve I have Here are worked learnt a lot some tips hard on my for you business 
  • Dell Digital Nomad  Community built around the idea of being a digital nomad.  Targeted at highly mobile laptop users. Source: http://www.digitalnomads.com/
  • 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
  • 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/
  • 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/
  • B2B Communities 1. Targeted 4. Partner communities of communities practice 2. Customer- Business-to- Business 5. Corporate and driven support Communities employee blogs communities 3. Ideation and 6. Social media research contests communities
  • AMEX Open Forum  Provides business advice and insight to AMEX consumers  Idea Hub for members to network around content based on their interests  Business directory to help connect SMBs looking for clients or partners  Unique visitors increased by 525% year on year – from 160,000 in 2008 to nearly 1 million in 2009 Source: http://www.openforum.com
  • Visa Business Network  SMB community for networking and business solutions  SMBs connect with businesses that help them grow and meet targets  Set a goal and get support from the community  Leverage tools and get expert help Source: http://www.visabusinessnetwork.com
  • HSBC Business Network  HSBC’s community for business entrepreneurs  It is a community focused on business networking  Members engage through blogs to share their personal experiences with other entrepreneurs  Almost 148 active member blogs Source: http://network.hsbc.co.uk
  • Microsoft MVP  Microsoft’s long- running Microsoft Most Valued Professional program  Recognizes the most engaged and influential members of the community  Provide online and offline recognition and insider access to turn them into evangelists Source: http://www.microsoft.com/india/mvp/
  • Microsoft adCenter Community  Microsoft adCenter Community for advertising and publishing professionals  Engages community through community blogs, Twitter and Facebook  Active listening program and community management to respond to member communities Source: https://adcenter.microsoft.com
  • Farnell- Element 14  Community for electronic engineers by Premier Farnell, an online retailer of electronics hardware  Ties in community with online store by involving members for product reviews, recommendations  Company to merge the online store into the community to better leverage the community members, who are end consumers also Source: www.element-14.com
  • Archer Exchange Marketplace  Archer Community for customers to: – Submit Ideas for product development – Collaborate on solutions – Share best practices  Archer Exchange is an online marketplace for applications  2400 members contributed 1529 ideas resulting in new mobile and https://community.archer-tech.com/ Source: continuitySource: https://exchange.archer-tech.com/ products
  • Commonground By EDR  Community by environmental information services firm EDR for environmental compliance professionals  Members can network for business services and list themselves as solution providers  Resulted in retaining over 90% of EDR’s customers Source: http://commonground.edrnet.com
  • MetricStream Compliance  Community by MetricStream, a risk and compliance solutions provider  Sends 2 million visitors annually to corporate site  500000 registered members  Profitable after six months  Led to partnership with NASDAQ to provide training, alerts, and content for compliance Source: http://complianceonline.com Source: http://www.metricstream.com/
  • National Instruments  National Instruments offers hardware and software products for engineers and scientists  Members share development techniques, and connect with product experts working on similar applications worldwide  Connects 28000+ engineers and scientists worldwide Source: http://zone.ni.com
  • Philips Healthcare  Community for healthcare professionals to share knowledge, experiences and best practices  Supports continuing education through learning resources  Over 265,000 registrants are participating in online learning activities Source: https://www.theonlinelearningcenter.com/ Source: http://netforum.medical.philips.com
  • ACT By SAGE Community  Community for customers of ACT software by SAGE  Consumers share product ideas with the development team  Forums and blogs guide users through support issues and act as how-to guides Source: http://community.act.com
  • Salesforce.com IdeaExchange  Community for Salesforce customers  Members submit product ideas for Salesforce.com services and solutions  Member participation is very high as it reaches out to more than 72,000+ customers of Salesforce  1000+ ideas submitted since end- 2009 Source: http://sites.force.com/ideaexchange
  • Cisco Learning Network  Community by Cisco for networking professionals who work on Cisco’s technologies  More than 200,000+ registered members  Also provides learning resources, job openings and networking opportunities for members Source: https://learningnetwork.cisco.com
  • Pitney Bowes User Forums  Pitney Bowes provides a support community for it’s consumers  The forum works as a conversational channel with potential customers  Existing consumers also submit ideas for product development and new solutions Source: http://forums.pb.com
  • Intel Communities  Intel supports communities for computer design and software professionals  Communities act as support forums and learning centers  Members use features like blogs, forums, ideation platform tied in with offline events to engage  Regular contests to engage members Source: http://community.edc.intel.com/ Source: http://software.intel.com
  • Intel Software Network  Community for developers on the Intel platforms  Black belt program: reputation system to recognize community influencers and active members Source: http://software.intel.com
  • Nokia Symbian & Maemo  Nokia supports developer communities for the Symbian and Maemo software platforms  Community acts as learning resource for developers and enables collaboration Source: http://maemo.org Source: www.symbian.org
  • NASSCOM Emerge  Community for emerging IT companies hosted by NASSCOM. Source: http://communities.nasscom.in/
  • Sun Microsystems Blog  Sun Microsystems encourages all employees to start their blog  High volume of contributors and their contributions – 5500+ blogs – 4500+ bloggers – 140,000+ blog posts  Source: http://blogs.sun.com/
  • Intel- Inside Scoop Blog  Conversational blog that hosts a panel of Intel evangelists and external industry experts called ‘Intel Insiders’  Intel’s own social media experts and evangelists blog on Intel products, technologies and other initiatives  Source: http://scoop.intel.com/
  • Lenovo Blogs  Hosts Design Matters- One of the most influential blogs on design and usability  Integrates social feeds into the blog  Blog is divided into content focused on a variety of areas- design, mobility, product evangelism, etc  Source: http://lenovoblogs.com/designmatters /
  • Infosys Blogs  A collection of thirty blogs  Focused on showcasing the company’s thought leadership product and business areas  Source: http://infosysblogs.com
  • Tata Interactive Systems Blog  Tata Interactive Systems corporate blog  Posts to establish thought leadership on e-learning  Posts to showcase the company’s corporate culture  Source: http://blog.tatainteractive.com/
  • Tech Mahindra Blog  Tech Mahindra corporate blog  Focused on the challenges and opportunities for the IT services industry  Source: http://blog.techmahindra.com:8080/wordp ress/
  • Wipro Blog  Wipro corporate blog  Focused on showcasing corporate culture, thought leadership and CSR initiatives  Source: http://www.blog.wipro.com
  • How Can We Organize and Energize Our Evangelists? Worksheet 3: How Can We Organize and Persona 1 Persona 2 Persona 3 Energize Our Evangelists? Consumer generated content (contests etc.) Conversations (corporate blog etc.) Collaboration (support forum etc.) Community (community of practice etc.) Collective intelligence (ideation platform etc.)
  • Exercise Comments Questions
  • Key Takeaways From Session 2  Worksheet 1: Who are our evangelists?  Worksheet 2: Why will our evangelists talk about us?  Worksheet 3: How can we organize and energize our evangelists?
  • Session 3: Facebook, LinkedIn, Twitter
  • Key Takeaways From Session 2  Worksheet 1: Who are our evangelists?  Worksheet 2: Why will our evangelists talk about us?  Worksheet 3: How can we organize and energize our evangelists?
  • 3 How can we help our evangelists spread the word?
  • World Map of Social Media Source: http://globalwebindex.net
  • Social Platforms in India 40 34.2 35 30 24.4 25 19.6 20 15.5 15 10.9 10.3 10 8.5 5 2.9 2.2 1.7 1.3 0 Orkut Yahoo GMail Google YouTube Flickr Blogger LinkedIn Wordpress Twitter Facebook Source: Monthly unique users in millions from http://www.vizisense.com
  • Decoding a social platform in three simple steps: User {Relationship} Social Object Source: Jyri Engestrom
  • Facebook  World’s leading social networking platform.  400 million users worldwide.  12.4 million users in India.  Users {connect and share with} people. Source: http://facebook.com
  • LinkedIn  Popular professional networking platform.  60 million users worldwide.  2.5 million users in India.  Users {exchange} information, ideas and opportunities. Source: http://linkedin.com
  • Twitter  Popular micro- sharing platform.  Likes to call itself “real-time information network”.  75 million users worldwide.  1.8 million users in India.  Users {share and discover} what’s happening right now. Source: http://twitter.com
  • Google Buzz  Google’s own social network integrated with GMail.  Users {start} conversations about the things you find interesting. Source: http://www.google.com/buzz
  • Flickr  Popular photo- sharing platform.  Users {share} photos and {watch} the world. Source: http://flickr.com
  • YouTube  Popular video- sharing platform.  Users {broadcast} yourself. Source: http://youtube.com
  • SlideShare  Popular document- sharing platform  Users {upload and share} presentations and documents Source: http://slideshare.net
  • Digg  Popular social voting platform.  Users {discover and share} content. Source: Digg.com
  • Delicious  Popular social bookmarking platform.  Users {save} your bookmarks or {see} what's fresh now. Source: http://deicious.com
  • Wordpress  Popular blogging platform.  Users {express} yourself. Source: http://wordpress.com
  • Dopplr  Popular travel sharing platform.  Users {share} your personal and business travel plans with people you trust. Source: http://dopplr.com
  • Wikipedia  Popular wiki platform.  Users {edit} free encyclopedia. Source: http://wikipedia.com
  • Ning  Popular white label social networking platform.  Users {create} your own social network. Source: http://ning.com
  • 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
  • Social Web Content Strategy Internal External focused focused 1. Company 2. Industry 3. Customer 4. One-to-One 5. Social Hub News Trends Stories Conversations Announcements POV on Customer Open threads for Excerpts from from corporate, business, stories, case ideas, suggestions relevant business units, technology and studies, and feedback on conversations country and consumer trends interviews and product or from external product teams POV on industry testimonials process blogs, forums Leadership issues and Call for Contests and and social interviews and government customers to polls linked to networks profiles policies share their own marketing Conversations Showcase for stories campaigns may relate to corporate One-to-one elements in 1-4 culture and CSR interactions in initiatives comments
  • How Can We Help Our Evangelists Spread the Word? Worksheet 4: How Can We Help Our Evangelists Persona 1 Persona 2 Persona 3 Spread the Word? Facebook strategy LinkedIn strategy Twitter strategy YouTube strategy X social network strategy Y social network strategy Z social network strategy Integration with master strategy
  • Exercise Comments Questions
  • Tips For Facebook
  • Events tab  Use Events tab if you host offline events for your fans  Forrester Research uses the Events tab to notify and invite fans to join seminars, conferences, webinars and other events Source: http://www.facebook.com/forrester#!/forrester?v=wall&viewas= 813350136
  • Discussions tab  Use Discussions tab for conversations with fans  SAP uses Discussions tab for conversations around support and job openings Source: http://www.facebook.com/SAPSoftware#!/SAPSoftware? v=app_2373072738
  • Notes tab  Use the Notes tab to send automatic updates to the page wall  Forrester imports its corporate blog into the Notes tab Source: http://www.facebook.com/forrester?v=app_2347471856
  • Video tab  Use Video tab to aggregate all video content in one place  Mailchimp uses Video tab to display informational material on how products work and benefits provided Source: http://www.facebook.com/mailchimp#!/mailchimp?v=ap p_2392950137
  • Photo tab  Use Photo tab to aggregate images in one place  GSD&M Idea City uses its Photo tab to show off its work, employees and workplace culture Source: http://www.facebook.com/ideacity?v=photos
  • Posterous tab  Combine Posterous blog with Facebook app to display blog on a separate tab  Zoho uses Posterous to publish media mentions and other tidbits Source: http://www.facebook.com/pages/Zoho/231460215383?v= app_6694405826
  • Aggregating Twitter stream  Display stream of Twitter activity  Cisco uses Involver’s professional suite of applications to integrate its Twitter account with its Facebook page Source: http://www.facebook.com/Cisco#!/Cisco?v=app_5326736 8995
  • Aggregating YouTube channel  Display videos from YouTube channel  Cisco uses Involver's Facebook application suite to aggregate videos from its YouTube channel on a Facebook page tab Source: http://www.facebook.com/Cisco#!/Cisco?v=app_5767575 5167
  • Static FBML Interactive Wall  Use static FBML to create interactive forms  Blue Sky Factory has an e-mail subscription form in the sidebar for lead generation Source: http://www.facebook.com/blueskyfactory
  • Static FBML Interactive Tabs  Use Static FBML to create interactive tabs  Sodexo Careers has created a tab with searchable listing of its current job openings Source: http://www.facebook.com/SodexoCareers#!/SodexoCare ers?v=app_7146470109
  • Networked Blogs  Import blog to Facebook tab  Fans get updates on their news feed  Webtrends uses NetworkedBlogs to import its corporate blog on Facebook page Source: http://www.facebook.com/webtrends?v=app_9953271133
  • Multimedia Landing Tab  Display images, videos and links on landing page  Cisco uses its Boxes tab as landing page to present links to current initiatives and other social platforms Source: http://www.facebook.com/Cisco
  • Integrate Support Community  Bring support community to Facebook page using Get Satisfaction  Fans activity on Facebook page gets synched with support community on Get Satisfaction Source: http://www.facebook.com/getsatisfaction
  • Integrate Support Community  Showcase content from existing community on Facebook page  Dell’s support tab displays recent conversations from its support community Source: http://www.facebook.com/dell#!/dell?v=app_117445821 606036
  • Showcase Promotions  Use promotions and events to direct Facebook fans to community  Intuit’s Facebook landing page highlights ongoing events and promotions from its SMB community Source: http://www.facebook.com/intuit Source: http://community.intuit.com/
  • Showcase Testimonials  Collect and display testimonials from clients  eMarketer takes quotes from client feedback and showcases them on a separate tab in their Facebook page Source: http://www.facebook.com/eMarketer#!/eMarketer?v=ap p_6009294086
  • Create a Community Resource  Create page to serve the needs of core consumer segment  Dell provides guides for and hosts conversations between SMBs to leverage social media for business purposes Source: http://www.facebook.com/#!/dellsocialmedia?v=wall&re f=ts
  • Tips For Twitter
  • Increase transparency  Dell Outlet uses the sidebar to talk about their business and introduce the person handling the account Source: http://twitter.com/DellOutlet
  • Account for event coverage  Lenovo – sponsors of Olympic 2008 – created a separate account to post updates from the Olympic games Source: http://twitter.com/lenovo2008
  • Create and manage lists of employees on Twitter  Gartner has created a list of all its analysts on Twitter making it easy for others to follow them Source: http://twitter.com/Gartner_inc/gartner- analysts/members
  • Aggregate testimonials  Radian6 favorites all positive mentions of the brand to aggregate testimonials in one place Source: http://twitter.com/radian6/favorites
  • Aggregate influencers on Twitter  Microsoft has leveraged the Twitter API to create a dynamic listing of business executives from various industries on Twitter Source: http://exectweets.com/
  • Tips For LinkedIn
  • Intel & HP Group for SMB  Intel and HP is using Linkedin groups to engage SME Businesses on Linkedin
  • SAP Network Groups  SAP Network (not affliated to SAP.com/ Sap AG)Uses LinkedIn groups to reach out to SAP Professionals globally Source: http://www.linkedin.com/groups?gid=38891&trk=anetsrc h_name&goback=.gdr_1271929488880_1
  • CIO Forum Groups  The CIO Forum, facilitated by CIO.com/CIO magazine, is where members of the CIO community can connect and collaborate to move their business technology initiatives and careers forward. Source: http://www.linkedin.com/groups?about=&gid=48613&goback=.gd r_1271929488882_1&report.success=r3Tayp0nRRro3Er8iWS8vO-
  • Haas/Berkeley Alumni Group  The official Haas/Berkeley Alumni group for the UC Berkeley Haas School of Business.  Allows Haas/ Berkley to extend their brand’s reach and strengthen the brand with existing users Source: http://www.linkedin.com/groups?gid=113
  • Company Page  Company page should include – basic Information, company logo, location, financials, company blog Source: http://www.linkedin.com/companies/1009
  • LinkedIn Ad  Targeted CPC LinkedIn ads to drive leads to expert profile.  Microsoft ad on LinkedIn Source: Microsoft Bizspark linkedIn Ad
  • LinkedIn Ad for Questions  Southwest Airlines decided to engage the LinkedIn community by having CEO Gary Kelly ask users “how can an airline make you more productive.”
  • Answers Sponsorship  Philips Healthcare uses answers sponsorship to connect with its prospects
  • LinkedIn API Integration  Linkedin API integration to provide status of no of people from member’s LinkedIn network on the community platform Source: http://2020social.com/
  • Comments Questions
  • Key Takeaways From Session 3  Different social platforms have different souls and roles.  Decoding a social platform in three simple steps: User {Relationship} Social Object  Worksheet 4: How Can We Help Our Evangelists Spread the Word?
  • Session 4: Tying It All Together
  • Key Takeaways From Session 3  Different social platforms have different souls and roles.  Decoding a social platform in three simple steps: User {Relationship} Social Object  Worksheet 4: How Can We Help Our Evangelists Spread the Word?
  • Campaigns + Community + CRM The big idea is to build a community platform to connect multiple The campaigns recruits campaigns. community members; the CRM program retains them. Campaign 3 Campaign 2 Community Attention Campaign 1 platform + CRM programs Time
  • 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
  • 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
  • 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/custo mer-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/custo mer-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/custo mer-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/custo mer-service-outreach/
  • 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
  • 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/custom er-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/app s/
  • Chatter Collaboration Platform  APIs for developers to create new social applications connected with Chatter.  Source: http://salesforce.com/in/chatter/plat form/
  • 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 SF Chatter SF Sales Cloud Lithium Alterian SM2 Twitter API Accept Ideas RightNow INgage Buzzstream LinkedIn API SF Service Cloud Talkworthy Experience Ecosystem
  • 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: http://slideshare.net/jeremiah_owyang/social-crm- the-new-rules-of-relationship-management
  • B2B Social Media Study  B2B companies are more involved in several social media activities than B2C companies. Source: Business.com 2009 B2B Social Media Benchmarking Study
  • B2B Social Media Study  B2B companies have identified more reasons to engage with social media activities than B2C companies. Source: Business.com 2009 B2B Social Media Benchmarking Study
  • B2B Social Media Study  B2B companies are able to measure results from more social media activities than B2C companies. Source: Business.com 2009 B2B Social Media Benchmarking Study
  • Three Types of Metrics 2. WEB ANALYTICS RELEVANCE Relate PURCHASE SOCIAL PIPELINE WEB 1. SOCIAL Awareness Consideration Purchase CONTENT MEDIA ANALYTICS Try Share IMPACT 3. BUSINESS ANALYTICS
  • How Can We Measure the Success of Our Strategy? Worksheet 5: How Can We Measure the Success Persona 1 Persona 2 Persona 3 of Our Strategy? Social media analytics (+ive mentions etc.) Web analytics (registrations etc.) Business analytics (leads and conversions etc.)
  • Exercise Comments Questions
  • Key Takeaways From Session 4  Social CRM will help firms integrate the full range of social media activities.  The Social CRM toolkit is still coming together but several individual tools already work.  You should measure ROI by combining three types of metrics: social media analytics, web analytics and business analytics.
  • Session 1: Introduction to (Being) Social Media
  • Session 2: Strategy, Tactics, Measurement
  • Key Takeaways From Session 1  Who are our evangelists and why will they talk about us?  Or, how to identify passion?  How can we organize and energize them?  Or, how to ignite passion?  How can we (help them) spread the word?  Or, how to scale passion?
  • Key Takeaways From Session 2  Worksheet 1: Who are our evangelists?  Worksheet 2: Why will our evangelists talk about us?  Worksheet 3: How can we organize and energize our evangelists?
  • Who Are Our Evangelists? Worksheet 1: Who Are Our Evangelists? Persona 1 Persona 2 Persona 3 Who are our present and potential evangelists? Who do they talk to? Who talks to them? What else do they talk about? What are their triggers to talk? Why do we want them to talk about us?
  • Why Will Our Evangelists Talk About Us? Worksheet 2: Why Will Our Evangelists Talk Persona 1 Persona 2 Persona 3 About Us? Our unique product Our personalized support Our mind-blowing TVC Their own lifestyle Their own interest Our shared cause
  • How Can We Organize and Energize Our Evangelists? Worksheet 3: How Can We Organize and Persona 1 Persona 2 Persona 3 Energize Our Evangelists? Consumer generated content (contests etc.) Conversations (corporate blog etc.) Collaboration (support forum etc.) Community (community of practice etc.) Collective intelligence (ideation platform etc.)
  • Session 3: Facebook, LinkedIn, Twitter
  • Key Takeaways From Session 3  Different social platforms have different souls and roles.  Decoding a social platform in three simple steps: User {Relationship} Social Object  Worksheet 4: How Can We Help Our Evangelists Spread the Word?
  • How Can We Help Our Evangelists Spread the Word? Worksheet 4: How Can We Help Our Evangelists Persona 1 Persona 2 Persona 3 Spread the Word? Facebook strategy LinkedIn strategy Twitter strategy YouTube strategy X social network strategy Y social network strategy Z social network strategy Integration with master strategy
  • Session 4: Tying It All Together
  • Key Takeaways From Session 4  Social CRM will help firms integrate the full range of social media activities.  The Social CRM toolkit is still coming together but several individual tools already work.  You should measure ROI by combining three types of metrics: social media analytics, web analytics and business analytics.
  • How Can We Measure the Success of Our Strategy? Worksheet 5: How Can We Measure the Success Persona 1 Persona 2 Persona 3 of Our Strategy? Social media analytics (+ive mentions etc.) Web analytics (registrations etc.) Business analytics (leads and conversions etc.)
  • 2020 Social: Because Business is Social
  • Who Are We Creating Nurturing brand one-to-one evangelists relationships Gaurav Mishra Dave Evans CEO Consulting Director IIMB, Tata Group, Yahoo! Author of ‘Social Media Fellow at Georgetown Marketing: An Hour a Day’ Enabling Building employee community collaboration platforms Gautam Ghosh Kaushal Sarda Consultant Consultant XLRI, Deloitte, HP, Dell Capgemini CRM, Uhuroo Founder
  • The Next Big Question: How To Scale Passion? The BIG question for businesses in the 21st century: how to convert We help organizations build employees, partners and and nurture communities to customers into evangelists? connect (with) evangelists and scale their passion. 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
  • What Do We Do Competency 1. Plan 2. Build 3. Engage Areas  (Project) (Project) (Retainer) Research Communities Content Practice Strategy Social apps Conversations Areas  Workshops Social APIs Community engagement 1. Business to Communities Lithium Contests Consumer of interest Drupal Ning 2. Business to Communities Lithium Content Business of practice Drupal aggregation Groupsite 3. Employees Collaboration SocialText Coaching and Partners platforms
  • Client Case Studies
  • Intel AppUp Developer Community  Client: Intel  Plan + Build + Engage  Strategy for Intel Atom developer community and the Intel Netbook applications marketplace.  Source: http://intelappup.com
  • RCB Fan Community  Client: USL  Plan + Build + Engage  Strategy for the Royal Challengers Bangalore cricket fan club.  Source: http://royalchallengers.com
  • Spiritz & More Community  Client: USL  Plan + Build + Engage  Strategy for the Spiritz & More lifestyle community.  Source: http://www.spiritzandmore.com
  • iJanaagraha Citizen Community  Client: Janaagraha  Plan + Build + Engage  Strategy for the iJanaagraha citizen action community and the Jaagte Raho campaign.  Source: http://ijanaagraha.org
  • Dell Go Green Community  Client: Dell  Plan + Build + Engage  Strategy and execution of the Dell Go Green ideation platform to support Dell’s recycling program.  Source: http://dellgogreen.com
  • Case Studies from Other Avatars
  • Xeta Shootout Contest  Gaurav: For Tata Motors  Plan + Build + Engage  Consumer generated content contest (shoot your own Xeta ad film) to reinforce Xeta’s young and fun positioning.  Source: http://thexetashootout.com
  • Indica Vista Launch Campaign  Gaurav: For Tata Motors  Plan + Build + Engage  Social media program (serialized graphic novel, viral video, multi-player game) to associate Indica Vista with the youth.  Source: http://changeseverything.in
  • Vote Report India  Gaurav: Own project  Plan + Build + Engage  Citizen-driven election monitoring platform built on SMS-Google Maps mashup Ushahidi.  Source: http://votereport.in
  • Meredith Women’s Network  Dave: For Meredith Publishing  Plan + Build + Engage  Social publishing platform for the Meredith Women’s Network websites serving 15 million unique users.  Source: http://bhg.com
  • PGI Connect  Dave: For Premier Global  Plan + Build + Engage  Community platform for developers building SaaS applications using the Premiers Global Services Communications Systems APIs.  Source: http://pgiconnect.com
  • PGA Tour Cobranding  Dave: For PGA Tour  Plan + Build + Engage  Social platform to connect and service PGA tour co-branding partners.  Source: http://pgatourcobranding.com
  • Friend2Friend: ProductPulse  Dave: Friend2Friend  Plan + Build + Engage  Social media application to vote, comment and share products with friends.  Source: http://friend2friend.com & http://productpulse.com
  • Uhuroo  Kaushal: Own project  Plan + Build + Engage  SaaS-based enterprise collaboration platform.  Source: http://uhuroo.com
  • HR Professionals Community  Gautam: Own project  Plan + Build + Engage  Social networking platform for HR professionals to connect, share knowledge and learn.  Source: http://hrpeople.ning.com
  • Social Media in India Wiki  2020 Social: Own project  Plan + Build + Engage  Wiki-based definitive resource on social media practitioners and case studies in India.  Source: http://community.2020social.com
  • Ask Us How 2020social.com | contact@2020social.com| @2020social gaurav@2020social.com dave@2020social.com @gauravonomics @evansdave gautam@2020social.com kaushal@2020social.com @gautamghosh @ksarda