What is Your Organization's level of Social Media Maturity

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Want to help your organization along the social maturity path? This presentation will introduce you to some of the critical ideas, tools and best practices for helping develop your social business …

Want to help your organization along the social maturity path? This presentation will introduce you to some of the critical ideas, tools and best practices for helping develop your social business collaboration strategy and help you better support your social customer.

For more detailed information and to get your questions answered about social crm, join us at the BrightTalk Social CRM Summit on December 14th at 10am http://www.brighttalk.com/webcast/24021

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  • Virginia,

    You bring up a really good point and one that I hadn't really considered. Starting within would definitely give employees a way to start understanding the benefits/tools of social media and derive the added benefit of collaborating/sharing, as well.

    Thanks for the excellent point.

    -Jennifer
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  • Thanks for the presentation.

    It grasps many aspects of social media use cases.

    However, I'm not convinced about the order in which you list those use cases. There seems to be an online discussion these days about should enterprises start implementing social media within their organization first or outside (your first 3 levels). From my experience and from what's I've seen, I would say that starting from within and implementing a social media platform for employees is the way to start. Not only will it teaches people to communicate differently and open their knowledge to others but it will also set up guidelines used by employees when communicating outside.

    Embracing social media for enterprises is a challenge yet amazing opportunities to grow business and become a more trusted company.

    My 2 cents.
    Virginie
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Transcript

  • 1. SOCIAL BUSINESS COLLABORATION
    4 Levels of
    Social Media Maturity
    Where is your organization?
    Don Springer
    CEO
    don@collectiveintellect.com
    303.881.7606
    December 2010
    Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.
  • 2. SOCIAL BUSINESS COLLABORATION
    Presentation Purpose
    Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.
    Want to help your organization along the social maturity path? This presentation will introduce you to some of the critical ideas, tools and best practices for helping develop your social business collaboration strategy and help you better support your social customer.
    For more detailed information and to get your questions answered about social crm, join us at the BrightTalk Social CRM Summit on December 14th at 10am http://www.brighttalk.com/webcast/24021
  • 3. SOCIAL BUSINESS COLLABORATION
    Social Media Analytics MaturityWhere are you today?Where do you want to go?
    ROI
    Maturity
    Social Business
    Collaboration
    Social Targeting
    & Data Mgmt.
    Monitoring
    Research
    Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.
  • 4. SOCIAL BUSINESS COLLABORATION
    First Level – Monitoring
    Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.
    Are you using a tool to listen to what your customers, prospects, and market influencers are saying online?
    Are you using these findings to help you better relate to your customers/prospects?
    Tools
    Keyword search tools are easy to set up and use
    require a lot of manual reading/annotation to gain insight.
    Struggle with the volume of data to deliver intelligent data about customers
    Good introduction to social media conversations
  • 5. Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.
    SOCIAL BUSINESS COLLABORATION
    Key Functionality for Listening Platform
    The software should automate your ability to identify emerging consumer desires, and to track your ability to change them
    The platform should help you conduct both open-ended and closed-ended analysis to better identify and interpret consumers’ attitudes, beliefs, and behaviors
    The Platform should support the following tasks to most effectively and efficiently integrate into your Social Business Collaboration Systems:
    • Topic Setup and Configuration
    • 6. Organic Insight Discovery
    • 7. Dimension Creation for Repeatable Metric Measurement
    • 8. Scheduler for comprehensive data-feed integration into relational databases
  • SOCIAL BUSINESS COLLABORATION
    Second Level – Research
    Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.
    Are you conducting social research to inform your strategy
    Integrating social media insights into your communications, advertising or customer service
    Tools
    Sophisticated analytic tools
    Translate insights into recommendations for changes/adjustments to your strategy
    Uses advanced forms of semantic filtering to blend qualitative and quantitative research
    Required foundation for Social Business Collaboration
  • 9. SOCIAL BUSINESS COLLABORATION
    Third Level – Social Targeting & Data Management
    Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.
    Are you improving the knowledge you have about your customers by appending listening-based insights and data within your CRM database?
    Capture new prospects using a wide social media net to identify people interested in your market, solution, product or offering
    Critical features
    Real-time semantic filtering-based text mining and analytics across both social and private data sources
    Process-centric customer, prospect and influencer based social outreach
  • 10. SOCIAL BUSINESS COLLABORATION
    Social Targeting Better communicate with new prospects and existing customers…
    Targeting New Prospects
    Identify prospects engaging in online conversations in categories to support highly targeted social outreach programs. In the future, map profiles to emails/cookies to support targeted digital display advertising and outbound email campaigns
    Listening to Existing Customers
    Clients provide digital/social profiles of their current customers, so they can listen comprehensively to this Audience’s current and historical conversations to give unique insights for both macro Audience segments and individual customers/prospects to enable better targeting
    and continue to evolve and know your customers and prospects more deeply
    Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.
  • 11. SOCIAL BUSINESS COLLABORATION
    Fourth Level – Social Business Collaboration
    Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.
    Are you following best practices for engaging with your customers, prospects and influencers?
    Measuring what’s working and what’s not so you can learn and adjust your engagement processes and efforts?
    Critical Features
    Augment existing CRM database to append online/social media data
    Introduce new transactional-oriented central data repository to feed their engagement/measurement system
  • 12. SOCIAL BUSINESS COLLABORATION
    Has your answer changed?
    Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.
    Want to know how to evolve your organization’s social business collaboration?
    Want to better understand the steps to implementing a social business collaboration strategy?
    Confused about the difference between Listening and Monitoring?
    Interested in predictive analysis for social media and the growing influence of the social customer.
    Join us at the BrightTalk Social CRM Summit on December 14th at 10am http://www.brighttalk.com/webcast/24021 or contact me jennifer dot roberts @ collectiveintellect.com
  • 13. SOCIAL BUSINESS COLLABORATION
    Value comes with Social MaturityWhere are you today?Where do you want to go?
    ROI
    Maturity
    Social Business
    Collaboration
    Social Targeting
    & Data Mgmt.
    Monitoring
    Research
    Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.
  • 14. SOCIAL BUSINESS COLLABORATION
    The Evolution of
    Social Business Collaboration Solutions
    Don Springer
    CEO
    don@collectiveintellect.com
    303.881.7606
    December 2010
    Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.