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  • People have changed and so companies must change

Access report PPT Access report PPT Presentation Transcript

  • Getting Involved in Communities
    By
    Dan Qing Wang
    Mujahid Godil
    Supervisor
    Professor Mary Rose
    Dr. Paul Rayson
    Mr. Chris Tossell
  • Presentation Outline
    • Project Brief & Research Methodology
    • Communities of Practice (COP)
    • Theory around Online Community
    • Social Media Monitoring Tools
    • Platforms for Community Development
    • Access Community Development
    • Future Development
  • Project Brief and Research Methodology
    • Project Brief
    • Access Objective
    • Our Objective
    • Business Challenges
    • Research Methodology
    • Literature
    • Interviews
    • Case Study
    • Customers Analysis
  • Types of Communities
  • Communities of Practice (COP)
    1. What is COP?
  • Communities of Practice (COP)
    2. Dimensions of Communities of Practice
  • Communities of Practice (COP)
    3. Development Stages of Communities
  • Communities of Practice (COP)
    4. Benefits of Communities of Practice
  • Communities of Practice (COP)
    5. Challenges in Developing a Community
  • Communities of Practice (COP)
    6. Developing a Community
  • Theory around Online Communities
    1. What is an Online Community?
    • A place for a group of people with common or complementary interests who use the internet to communicate, work together and pursue their interests.
    • Core characteristics of online communities
  • Theory around Online Communities
    2. Membership Life Cycle of Online Communities
  • Theory around Online Communities
    3. Why do People Participate in Online Communities?
  • Theory around Online Communities
    4. Learn Lessons from Failed Online Community
    • over 60% of online communities fail to thrive
    According to Deloitte consultant Ed Moran
    • 35% have less than 100 members,
    • less than 25% have more than 1,000
  • Theory around Online Communities
    4. Learn Lessons from Failed Online Community
    • Repeat the same mistakes and fail to learn
    Businesses are being enticed by fancy technology
    Lack of proper management
    The wrong measurement metrics
    Lots of noise
  • Social Media Monitoring Tools
  • Social Media Monitoring Tools
    1. Overview of Social Media Monitoring Tools
    • Step 1: Listen to your customer’s voice
    • Step 2: Measure and analyze the conversations
    • Step 3: React to the customer feedback
  • Social Media Monitoring Tools
    2. How to Select Right Social Media Monitoring Tools?
    • Make a matrix table
    • Identify which social sites are essential for your company
    • Identify for what kind of analytical layer the social media monitoring tool is used
    • Make profile updated plans daily, weekly, and monthly
    • Select the suitable package according to cost and features
    • Refine one or more tools based on the specific social sites
  • Social Media Monitoring Tools
    3. Comparison of TweetDeck, Hootsuite and Sprout Social
    • Save social media management time
    • Targeting Audience
    • Best Time for Posting a Particular Topic
    • Track the Engagement Results
    • Share Progress Reports with Others
  • Platforms for Developing Communities
    1. Community Platform
    • A good platform will accommodate all of a community’s activities and offer community a simple entry.
    • Community platforms need to integrate more web content management tools, social networking sites or other collaboration forms together.
    Good community platform considerations questions
    • How simple is the platform to use? Is it easy to set up?
    • How well does the platform combine the tools that a community needs?
    • How secure is the platform by using additional component tools?
    • Does the platform support multiple communities at once? If so, what are the limits and how easy can it launch a new community? Can sub-communities be built easily?
    • What is the cost to host, access, maintain, and support such a platform?
  • Platforms for Developing Communities
    3. Three community platforms
    • Huddle
    • Web-based software, strength is the file management
    • Light weighted online platform without online chat, project reporting, custom themes, time tracking and bug reporting
    • WordPress
    • Free web-based software, thousands of plug-ins for everything you might want your site to do, Free support
    • Fairly weak core code, Security issues, too fast upgrade cycle, fake developers
    • Central Desktop
    • Provide a complete SaaS (Software as a Service) solution
    • Most important advantage is very easy to install
    • Two great features for collaboration are that its users can make online documents and have comment boards based around links.
    • Project management is not the best thing for Central Desktop
  • Access Community Development
    1. SWOT Analysis
  • Access Community Development
    2. Analysis of Competitors Communities
    The four competitors whose communities are analysed
    • SAP
    • Salesforce
    • Sugar CRM
    • SAGE
  • Access Community Development
    2. Analysis of Competitors Communities
    • SAP
  • Access Community Development
    2. Analysis of Competitors Communities
    • Salesforce
  • Access Community Development
    2. Analysis of Competitors Communities
    • SugarCRM
  • Access Community Development
    2. Analysis of Competitors Communities
    • SAGE
  • Access Community Development
    3. Analysis of the Customers
    • Social Media Integration
  • Access Community Development
    3. Analysis of the Customers
    • Industries to Target
  • Access Community Development
    3. Analysis of the Customers
    • Platforms to Promote Community
  • Access Community Development
    4. Proposed Themes for the Community
  • Access Community Development
    5. Implementation Plan for Community Development
    • Development Phases
  • Access Community Development
    5. Implementation Plan for Community Development
    • Relationship between Plan and Implement Phases
  • Access Community Development
    6. Prototype of the Community
  • Future Development
    1. Google+
    • What is Google plus?
  • Future Development
    1. Google+
    • Interface of Google plus?
  • Future Development
    1. Google+
    • Features of Google plus?
  • Future Development
    1. Google+
    • Google+ for Internal Collaboration
  • Future Development
    1. Google+
    • Google+ for External Communities
    - Circles
    - Streams
    - Hangout
  • Future Development
    2. Social CRM
  • Future Development
    2. Social CRM
    • What is Social CRM?
  • Future Development
    2. Social CRM
    • Starting with the Social Customer
  • Future Development
    2. Social CRM
    • Evolution from CRM to Social CRM
  • Future Development
    2. Social CRM
    • Where Do You Start?
    Recognize the trend
    Start the culture change internal
    Focus on people rather than on technologies
    Organize your company for social
    • Who Is the Leading in Social CRM?
    According to Gartner:
    • Leader: Lithium & Jive Software
    • Visionaries: Salesforce.com (NYSE: CRM), Mzinga and KickApps
    • Niche players: the rest
    • Forecast for Next
    Mobile CRM growth accelerates
    CRM and Social networking sites/tools continue to integrate their capabilities
    Social Rankings will become a standard public approach
    Customer Insight apps leading the way
  • Future Development
    3. Mobile Website
  • Project Site
    Getting Involved in Online Communities
  • Professor Mary Rose
    Dr. Paul Rayson
    Mr. Chris Tossell
    Mr. Alex Reevse
    Mr. Tim Cole
    Ms. Tracy Wiseman
    Miss Julie Secondo