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What is Your Organization's level of  Social Media Maturity
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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.

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