Marketing Cloud: How to Create a Customer Connection Engine Room

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"Social media command centres certainly look impressive: sleek, glass-enclosed rooms equipped with large TV screens displaying global heat maps, dials, and live-streaming feeds.

But can a social media command center actually help your organisation listen and engage in an increasingly social world? And do we really need touch screen HDTVs to connect with customers?"

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Marketing Cloud: How to Create a Customer Connection Engine Room

  1. 1. Create a Customer Connection Engine RoomDerek LaneyDirector Product Marketing@derektweets
  2. 2. To Become a Customer Company:Listen & Engage Everywhere
  3. 3. PaidDigital & Social AdsBrand & Community StoriesTV AdsToday’s Media Mix is ChangingOwnedContentVideos, Ebooks, InfographicsDirect MailYesterdayTodayEarnedConversationsUser GeneratedFree Ink
  4. 4. #1 Social Marketing Platform#1 in Social Publishing#1 in Social ListeningCustomers:#1 in Social Advertising
  5. 5. Retweets: 26,000 +Likes: 20,000+Total Potential Reach:31,215,426Lead time: <10 Minutes
  6. 6. customer companies usetechnology to connect withcustomers in entirely new ways
  7. 7. Command Centre – the Connection Engine RoomResource: 10 ExamplesToday’s Learning Objectives, to Answer:Why a command centreWhat is a command centreHow do we implement
  8. 8. The Maturity Model Guides the WayIndividualTeamProcessOrganisationResource: Social MediaMaturity Model
  9. 9. A Command Centre is People, Process, Technologyhttp://bit.ly/NABSMCC
  10. 10. The Maturity Model Guides the WayResource: Social MediaMaturity ModelListenRespondParticipateEngage and Create
  11. 11. Am I ready for this?
  12. 12. Resource: Jeremiah Owyang, Altimeter: Prioritizing for Scale – #DF12Prepare to Engage at Scale
  13. 13. Compile Your PlaybookResource: Build a Playbook• Business Objectives• Roles & Responsibilities• The Plays• The Workflow• Escalation• Reporting
  14. 14. Sam ZivotDigital Strategist@doctorz
  15. 15. Strategy
  16. 16. Listening
  17. 17. Our Playbook - ContentMove, Nourish, Believe
  18. 18. Our Playbook - EngagementSeek Opinions Activate Advocates Involve in Design
  19. 19. Measuring SuccessSocial Goals Sales Goals
  20. 20. Thank You
  21. 21. We love your feedback! Complete oursurvey and you could win an iPad!*bit.ly/salesforcecebit13*Conditions apply
  22. 22. Presentations available fromsalesforce.com/au/cebit
  23. 23. With thanks to our sponsorsDIAMONDSPONSORSPLATINUM

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