[Slides] The Social Business Journey: Creating a Coherent, Sustainable Strategy, by Charlene Li and Brian Solis
 

[Slides] The Social Business Journey: Creating a Coherent, Sustainable Strategy, by Charlene Li and Brian Solis

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In this webinar, Altimeter Group’s Charlene Li and Brian Solis review the six distinct stages that organizations move through as they evolve their social business strategy. Attendees will learn how ...

In this webinar, Altimeter Group’s Charlene Li and Brian Solis review the six distinct stages that organizations move through as they evolve their social business strategy. Attendees will learn how they can drive business value with their social business strategies -- no matter where they stand in terms of maturity. The webinar reviews findings from their recently released report "The Evolution of Social Business Strategy," and answers audience questions. Webinar recording is available here: http://www.slideshare.net/Altimeter/six-stages-of-social-business-webinar-with-charlene-li-and-brian-solis

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  • Great webinar! Thank you Charlene and Brian, nobody spreads such good knowledge as Altimeter!!!
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  • Dell was listening for 9 months before it even started a social media presence in 2006. This laid the groundwork for success.
  • How much do you really know about me? If we are going to be in a relationship, then I expect that you’ve taken the time to get to know me before we even meet. Trust becomes a significant issue. Relationship between privacy and permission
  • http://www.maersklinesocial.com/our-social-media-channels-which-one-is-right-for-you
  • http://www.sncr.org/node/445#.ULahXdPjmXgThe SolutionA self-contained online training module was selected as the ideal means for delivering training to North American employees. (PepsiCo recognized that this would limit presentation of the training to employees with access to the MyPepsiCo portal, but plans were set in motion to incorporate social media policy training into the annual face-to-face Code of Conduct training all of these employees receive.)The online module would contain a mix of text, graphics, audio and video, leveraging each based on its strengths, combining to offer a compelling and entertaining training module that employees could complete in no more than 45 minutes.The training concludes with a quiz that tests employees on their understanding of the issues presented in the training module. Upon successful completion of the quiz, employees are directed to an online survey where they are able to share their thoughts about the effectiveness of the training.Articulate, a Learning Management System (LMS)-compliant training software package, was selected as the platform for the training. Articulate is presented as a Flash element on a web page and requires no special add-ons or software (other than a web browser and Flash) for employees to use it.
  • Transition: Support is multi-channel…Here’s a support community that’s directly integrated with their CRM system.Both reduced cost and improved Net Promoter Score.BUT WHEN DO YOU STEP IN?: Autodesk had support staff assigned, but they were initially overzealous, which left little room for “Super Fans” to help. They give those fans 24 hours to respond, and if they don’t, Autodesk does.Key points to communicate:Switched from Jive to eliminate upgrade and migration challenges. Saw an immediate improvement in vibrancy.Best practice around integration with CRM system (SFDC).Best practice around Measuring ROI and the impact on NPS. Why did they replace Jive and what caused the jump in vibrancy when they switched to Lithium?15 years with forums - Jive customer 5+ years. Several versions back9 month upgrade process. need to migrate again to get required capabilitiesLithium Best Practices/restructuring300% growth in use within six months of program re-launchCredit to restructuring and SEOAutodesk is one of our customers who has done a great job integrating with their salesforce CRM system:Interesting example – highly customized SFDC – did not use productized integrationUsing similar capabilities though: automated/manual escalations, case interrupt, metricsSupport for free and subscription customers, ensures customers are provide service commensurate with their entitlementsDoes all that involvement from the support team dampen community involvement?Initially it did because Autodesk team members were being overzealous and alienating the superfans. Superfans spoke up and it was remediedTheir conclusion is the 24 Hr SLA, if a community member hasn’t responded in 24 hours, an Autodesk employee respondsAutodesk has some fantastic ROI numbers, here is how they calculate the impact of the community:Use CIC for direct deflection and survey for calculating indirect:Did this solve your problem? Would you have submitted a ticket if it did not?25% call deflection - $6.8M/yearCompany background:Autodesk, Inc. is a multinational business known for its advanced 3D Design software including its flagship AutoCAD software. It has approximately 100 products, US$ 2 billion in revenue, and 6800 employees working across 95 global locations. In 2010 it hat 175+ support forums, many of which had low levels of participation.In 2011 it launched a support community on Lithium’s platformApproach:Visionary conception of support as a continuum: a) customer self-servicer b) customer based peer to peer c) Technical support agent to customer.subscription customers have the option to call technical support and speak with a support representative. The rest of participants would need to either use self-service on the website, or participate in the forumThe SLA stated that if a customer’s post to the forum was not addressed within 24 hours, a case was opened in the customer service and support (CSS) systemSupport personnel participate during their regular work shift. Customers are asked to decide for themselves if the forum solved their issue. To do so they select, “Case Closed Using Forum” when that is the situationFor tracking purposes, subscribers are surveyed and asked if they would have phoned in if the forum community had not solved their issue. Results:within six months of program re-launch: Number of visitors is up 10%, 300% growth in postsForum reply rates are 88% within 26 hours65% of subscriber issues would have resulted in a phone call had the forum not existed.36% of the 65% of subscriber issues raised in the forum are solved in the forum.To translate this into deflected calls, for the six months May – October 2011, 90,000 calls were deflected by the forum.ROI on the project to date is calculated at 2,000%NetPromoter scores are up 10%April 30, 2012#tech#community#support#jaimy#AO
  • http://socialmediatoday.com/briansolis/497006/they-all-laughed-road-becoming-social-enterprisehttp://www.spredfast.com/social-media-resources/webinars/
  • http://www.spredfast.com/social-media-resources/webinars/