Social Enterprise - Driving new media monetisation


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Social Enterprise - Driving new media monetisation

  1. 1. Social EnterpriseAccelerating Communications Service ProviderProfitability and Growth /salesforce @dbilimoria64 In/dave-bilimoria
  2. 2. Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation maycontain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertaintiesmaterialize or if any of the assumptions proves incorrect, the results of, inc. could differmaterially from the results expressed or implied by the forward-looking statements we make. All statementsother than statements of historical fact could be deemed forward-looking, including any projections ofsubscriber growth, earnings, revenues, or other financial items and any statements regarding strategies orplans of management for future operations, statements of belief, any statements concerning new, planned, orupgraded services or technology developments and customer contracts or use of our services.The risks and uncertainties referred to above include – but are not limited to – risks associated with developingand delivering new functionality for our service, our new business model, our past operating losses, possiblefluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach ofour security measures, risks associated with possible mergers and acquisitions, the immature market in whichwe operate, our relatively limited operating history, our ability to expand, retain, and motivate our employeesand manage our growth, new releases of our service and successful customer deployment, our limited historyreselling products, and utilization and selling to larger enterprise customers. Furtherinformation on potential factors that could affect the financial results of, inc. is included in ourannual report on Form 10-K for the most recent fiscal year ended January 31, 2012. This document and othersare available on the SEC Filings section of the Investor Information section of our Web site.Any unreleased services or features referenced in this or other press releases or public statements are notcurrently available and may not be delivered on time or at all. Customers who purchase our services shouldmake the purchase decisions based upon features that are currently available., inc. assumesno obligation and does not intend to update these forward-looking statements.
  3. 3. We’ve come a long way… Print Broadcast Interactive Social Era Era Era EraCirculation & Reach & Ratings CPM & CPC Sharing & FansImpressions
  4. 4. Your customers are driving these changes What are yourcustomers saying? 200 million tweets/day 1.5 billion Facebook posts/day Billions of blogs & communities
  5. 5. Social Revolution: Social Eats the Web Social Network Usage Rest of the Web Usage 8 hours per month on social media2007 2008 2009 2010 2011Source: Comscore, “Top 10 Need-to-Knows About Social Networking and Where It’s Headed” December 2011
  6. 6. Social Revolution: Next Generation Devices Changing How We Access the Web Tablets Smartphones 1.8 Laptops Desktop billion mobile devices by 2014 2006 2007 2008 2009 2010 2011 2012E 2013E 2014ESource: Gartner Research, Smartphone, Tablet, and PC Forecast, December 2011
  7. 7. Advertising Opportunity Today
  8. 8. Fundamental Change in Marketing Traditional Marketing Social Marketing Buy lists Monitor social networks Mass market Friends recommend Static sites Social apps Data warehouse reporting Social intelligence
  9. 9. Casualties Of The Social Revolution
  10. 10. What about media platforms?Optimization of reach of audience … Sources: Brian Stelter and Bill Carter / NYTimes & David Sasson / Mashable
  11. 11. Delight Your Employees and Customers in a Whole New WayEmployee Social Customer Network Social Network Social Collaborate Profile Market Work Service Extend Sell
  12. 12. Delight Your Employees and Customers in a Whole New WayEmployee Social Customer Network Social Network Social Collaborate Profile Market Work Service Extend Sell
  13. 13. Insert DMGT Chatter video
  14. 14. Delight Your Employees and Customers in a Whole New WayEmployee Social Customer Network Social Network Social Collaborate Profile Market Work Service Extend Sell
  15. 15. Delight Your Employees and Customers in a Whole New WayEmployee Social Customer Network Social Network Social Collaborate Profile Market Work Service Extend Sell
  16. 16. Ash MahmudHead of CRM
  17. 17. Utilisation of Salesforce withinGrouponLondon, 22nd of May 2012ByAsh MahmudHead of CRMAsh_force
  18. 18. THE GROUP-BUYING INDUSTRY HAS GROWN EXPONENTIALLY SINCE ITS INCEPTION 2008 2009 2010 2011 TODAYGroupon Group-buying Major group- >80 companies •  Group-buyinglaunches the companies buying in the UK (incl. industry can nofirst daily deal in emerge in the companies aggregators) longer beChicago US & Europe expand >Thousands of underestimated overseas group-buying organically or sites worldwide •  Major internet through players are still acquisitions entering the space •  Merchants understand it can be a powerful tool to grow their businesses 19
  19. 19. THE INDUSTRY IS BUILT AROUND TWO PILLARSCUSTOMERS MERCHANTSCustomers are inspired by new Local businesses acquire newways of experiencing their cities customers simply and effectively through the internet 20
  21. 21. ENGAGE EFFECTIVELY WITH THE GROUP BUYING COMMUNITY Competitions, apps and lifestyle updates engage customers outside of the core Groupon offering GROUPON LIFESTYLE BLOG: PECAN & PEANUT BUTTERBROWNIES 22GENERATEDMORE THAN
  22. 22. CUSTOMER FEEDBACK ALLOWS US TO LEARN & RESOLVE ISSUES●  Direct engagement with Social Media channels●  Dedicated customer service representative & email●  Social Media management tools identify and assign customer queries for immediate attention 23
  23. 23. Groupon Business Challenges & Salesforce as a Solution •  Suppor4ng   •  Complexity   Business     •  Business  needs  •  Using  CRM  to   deliver  benefits   Business   CRM   Strategy   Strategy   Repor2ng   Data   &  BI   Strategy  •  Crea4ng  KM     •  Data  Quality  •  Aligning  KPI’s     •  Access  &  •  Presen4ng  Info   Control   24
  24. 24. How do we Use Salesforce ?Sales CS Back-Office 25
  25. 25. THAN K YOU 26
  26. 26. Chris DuncanDirector of Customer
  27. 27. Chris DuncanDirector of Customer
  28. 28. CUSTOMER MANAGEMENT PROGRAMMETransformation project based around 6 business disciplines1 Customer Data Model 4 Customer Management Platform Strategic technology platform that A complete view of the customer, their integrates analytics, SVOC, sales and products, their interaction with NI and their service customer management and value – available at all customer touch billing capabilities to ensure a seamless points to drive effective communications. experience for business users and customers alike2 NI Customer Charter 5 Customer Lifecycle Management A charter that outlines how News A capability that determines ‘what a International will treat their customers customer is targeted with, when and at and the associated promises. what price’ focused on increasing a customer segments lifetime value3 Sales & Service Operating Model 6 Branded Experience Efficient, integrated sales and service ‘How’ the Customer Lifecycle operations that deliver a consistent Management experience is designed experience for both the customer and the and delivered to the customer in context agent of brand promise and values 30
  29. 29. CUSTOMER MANAGEMENT PLATFORMMultiple parts that work together to create a customer experience thatcomplements our content and advertising experience Value Lifecycle DM EDM SMS OBTM Social Media Owned Media Brand Experience Letter Email Text Inbound Call Social Commerce Operations Service Self Service Product Experience Personalisation Advertising Customisation Targeting Social Monitor Data Collection Big Data 31
  30. 30. VISIBILITY CREATING PROFITABILITYAccess to transparent information is reshaping business processes andcustomer interactions across News International •  Key Business processes managed and measured via Salesforce dashboards •  Key stakeholders communicating via Chatter •  Improving measurable integration with social
  31. 31. WHAT DID WE LEARN?Or “History is written by the victors” 1)  Build propositions, not platforms 2)  Vision, Decision, Revision, New Vision.. 3)  Managing Communities is half the battle 4)  Managing their admin rights is the other half 5)  The Guinness theory of enterprise data
  32. 32. Chris DuncanDirector of Customer
  33. 33. PANEL
  34. 34. Don’t Forget to Submit Your Survey! Please stop by the registrationkiosks to complete your session surveys - Each survey returned enters you to win a £250 Apple gift card. Thank you!