Market: Intro to Social Media Listeningand Engagement with Radian6Gordon Evans Brigitte DonnerSr. Director, Product Marketing Product Marketing Manager @gordonevans @bcdonner
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Agenda Radian6 Overview Fundamental Shift in Marketing Transform Your Business With Radian6 Radian6 Demo Customer Interview Q&A
Feeling Social?Share insights and take-aways from today’s session with your social networks using #cloudforce
Delight Your Customers and Employees in a Whole New WayEmployee Social Customer Network Social Network Social Collaborate Profile Market Work Service Extend Sell
Radian6 is the World’s Leader in Social Marketing Market Leadership Customer Success Technology Innovation 2,500+ Customers 50% of Fortune 100 150+ Million Sources “One of the founding principles of Dell is Twitter “Firehose” really about listening and learning from our customers and being 17 Languages able to take that feedback and improve.” Social Hub Michael Dell, Chairman & CEO Mobile Access REST API
A Leader in the Forrester Wave Enterprise Listening Platform Market Leader Largest Footprint Most Innovative Vendor Source: The Forrester WaveTM: Enterprise Listening Platforms, Q2 2012
Customer Success Across Every Major Metric Source: Radian6 Customer Relationship Survey conducted December 2011, by an independent third-party, MarketTools Inc., on 800+ customers randomly selected.
Your Customers Share More than Ever Before Having a Great problem with… article on… Love the new… Looking Cool video… for recs... Product Hiring review… a CTO…
The Social Divide – Customers and Companies Your customers and What about employees are social. your company?
Even the Best Brands Have Had Social Media Casualties
That’s Created a Fundamental Shift in Marketing Traditional Marketing Social Marketing Interruption Marketing Invitation Marketing Company controls brand perception Community shapes brand perception Trust company messages Trust Friend Recommendations Eyeballs and ears Hearts and Minds Centralized presence (www) Distributed presence Buy a list of names to email Social Listening & Engagement
Social is Disrupting the Entire Enterprise Improve brand perception Executives Build customer loyalty Sales Drive sales Marketing Deliver customer service R&D Develop better products Service Recruit top talent Recruiting
Transform Your Business with Radian6 Automate & Service Scale Engage Visualize Analyze Summarize Listen Mobile
Listen to Customers on Millions of Social ChannelsAnalysis Dashboard Over 150 million sources Full Twitter “Firehose” 17 Languages
Analyze Social Customer InsightsSocial Insights Demographics Social Insights Segmentation Campaign Management In-flight Targeting Insights Partners:
Engage with Customers On Their Terms, In Real TimeEngagement Console Build Loyalty & Community Delight Customers with Social Service Build Pipeline
Automate & Scale Social Across the EnterpriseSocial Hub Social Workflow Executives Automatically Route Posts to Sales the Right People: • Executives Marketing • Marketing • Sales R&D Service • Service • R&D • Recruiting Recruiting
Delight Customers with Social Customer ServiceRadian6 for the Service Cloud Marketing Service Automate Case and Contact Creation Resolve Cases On Any Social Channel Pre-built Knowledge for Common Questions
Visualize Social Trends and DataREST API Social Media Command Centers Dynamic Visualization of Social Data Real-time Monitoring Radian6 Command Centers:
At-a-glance Barometer of Social SuccessSummary Dashboard Social Metrics & KPIs Share of Voice Share of Conversation Key Influencers Trending Topics
Take Social MobileiPhone App Free iPhone app Engage on the go Keep your finger on the pulse of your brand at all times