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also available on Dell Inc. presentation Lionel and I recently made

also available on Dell Inc. presentation Lionel and I recently made

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  • Our overall strategy is to enter into relevant conversations with our customers wherever they are occurring 24/7 throughout the world in all languages. This guides our development of tools and services. Regarding customer dissatisfaction, 2,864 customer complaints have been handled by Tech Support/Customer Care out of 4,097 they deemed as resolvable for a 70% success rate. And, an additional, 350 from Direct2Dell, 200 from internal sources (PR, testimonial site, etc) and 450 from people finding our posts and emailing us have been handled. Regarding Direct2Dell, this is now as powerful as a wire service in delivering news about Dell to influencers online and offline. Important to note that we post everyday in other folks blogs, up to 100x per day, depending on the topic.

Cio bay area meetup 090827072701 Phpapp02 Cio bay area meetup 090827072701 Phpapp02 Presentation Transcript

  • SOCIAL MEDIA FOR BUSINESS
    Lionel Menchaca, Richard Binhammer
    Bay Area CIO IT Executives Meetup
    Mountain View CA
    August 2009
  • OUR WORLD IS CHANGING
    The online population will double in 4-5 years from 1bn to 2bn
    Fast growing and emerging markets are leading the way
    120 MM people online in China…less than 10% of the population
    Media
    Transformation
    • Customer communication can start from anywhere today
    • Single blog posts can have as much power as major news stories
    • Citizens are now publishers and content providers
    Content is exploding
    • More content on YouTube in 2006 than on the web in 2000
    2
    DELL CONFIDENTIAL
  • “These conversations are going to occur whether you like it or not. Do you want to be part of that or not? My argument is you absolutely do.
    You can learn from them. You can improve your reaction time. And you can be a better company by listening and being involved in that conversation.”
    Michael Dell,
    BusinessWeek
    3
    DELL CONFIDENTIAL
  • THE DELL STRATEGY
  • CHANGING HOW WE DEFINE and ENGAGE
    Tell Our Story
    Resolve Dissatisfaction
    Share Content & Collect Ideas
    Join Conversations
    5
    DELL CONFIDENTIAL
  • Direct2Dell
    OBJECTIVE:
    Engage customers by sharing information that matters to them
    RESULTS:
    Direct2Dell exists in 5 languages
    About 200K page views per month
    Almost 1,000 posts since July 2006
    Over 25,000 comments
    More than 100 contributors
    6
    DELL CONFIDENTIAL
  • IT’S A BIG WORLD OUT THERE
    Content Syndication = go where the conversations are happening
    Dell Community
    600,000 users per quarter
    Dell.com
    Over 100 million users per quarter
    Total online population = more than 1.5 billion
    7
    DELL CONFIDENTIAL
  • Enterprise Community Ecosystem
    Measurement Tools
    Direct2Dell
    Industry Communities/Blogs
    Partner Communities/Blogs
    D2D CIO
    D2D Tech Center
  • THE POTENTIAL OF SOCIAL MEDIA
    From telling and selling Engagement
    One-way messaging Conversation
    Reliance on “others” Direct connections Results
    • Better products and services meeting customer needs
    • Long-term, honest and authentic customer relationships
    • Revenue (@DellOutlet leads to new system sales)
    • A conduit to vocal fans and employees
    • A network for early warnings
    Affinity, loyalty and trust
    9
    DELL CONFIDENTIAL
  • A LOOK AHEAD…strategy is one thing, but there’s no substitute for action
    DELL CONFIDENTIAL
    10
  • SOCIAL WEB STARTING TO EVOLVE
    How do we reach customers in different social networks?
    We’re still in the early stages of the social web
    Shared ID options
    Dell on other sites
    Forrester’s Five Eras of the Social Web - Jeremiah Owyang
    11
    DELL CONFIDENTIAL
  • Key Coordinates:
    www.dell.com/conversations
    www.direct2dell.com
    http://richardatDELL.blogspot.com
    del.icio.us
    Richard_Binhammer@dell.com
    Lionel MenchacaDell on SlideShare: www.slideshare.net/Dell_IncDell on Flickr: www.flickr.com/photos/dellphotosDell on YouTube: www.youtube.com/dellvlogDell & Twitter: Dell.com/TwitterMe on Twitter: @LionelatDell
    12
    DELL CONFIDENTIAL