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It’s Not Just About Monitoring:
Knowing When to Engage in the Conversation


  Allison Rhodes, VP of   Tim Supples, Direct...
Ways to Use Social Media
           +
   Words of Wisdom
Ways to Use
Social Media in B2B
1. Customer Support (or CYA)




Be on the lookout for problems that you can
              proactively solve.
2. Look for Leads
Your potential customers are online. Find them.
 Get to know them. Make sure they know you.
3. New Product Ideas
Listen for complaints. Tune into
    “wishes”. Watch for hacks.
           (or just ask)
4. Competitive Intelligence
Listen to what your competitors are saying, but also
  what customers are saying about your co...
5. Spread the Good Word
Share good company news and developments.
6. Be a Thought-Leader
      Point to cool stuff and link to things.
Share what is capturing your attention right now.
7. Humanize your Company
 Companies are made of people.
            Prove it.
Ways To Use Social Media for B2B
     1.    Customer Support (or CYA)
     2.    Look for leads
     3.    Get new product...
Words of Wisdom
1. Listen First, Sell Second.
  Tune in before you jump in.
2. Focus on Who and What Matters
Prioritize your efforts. Know what and who is
        most important to pay attention to.
3. Don’t Jump In Right Away
Don't respond right away all the time...let your
 customers handle naysayers if at all possible
4. Set Goals
Where are you now? What are your goals for
 buzz and views and followers and sentiment
             and share...
5. Encourage everyone to engage
Connecting with real and potential customers is
  not one person’s job. Dialogue about wha...
6. ACT
       This is not a spectator sport.
 Share the feedback internally. Build a
relationship. Improve a product. Opti...
Words of Wisdom
1.    Listen first, sell second
2.    Focus on who and what matters
3.    Don’t jump in right away
4.    S...
Thank you.
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Scout Labs B2B Social Media Monitoring: It's Not Just About Monitoring: Knowing When To Engage In The Conversation, Mktng Profs Presentation 2009

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Scout Labs Social Media B2B Presentation at Marketing Profs
By Jennifer Zeszut, CEO, Scout Labs

"It’s Not Just About Monitoring: Knowing When to Engage in the Conversation"

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Transcript of "Scout Labs B2B Social Media Monitoring: It's Not Just About Monitoring: Knowing When To Engage In The Conversation, Mktng Profs Presentation 2009"

  1. 1. It’s Not Just About Monitoring: Knowing When to Engage in the Conversation Allison Rhodes, VP of Tim Supples, Director Jennifer Zeszut, Marketing, OpenDNS of Social Media & CEO, Scout Labs Technologies, Citrix
  2. 2. Ways to Use Social Media + Words of Wisdom
  3. 3. Ways to Use Social Media in B2B
  4. 4. 1. Customer Support (or CYA) Be on the lookout for problems that you can proactively solve.
  5. 5. 2. Look for Leads Your potential customers are online. Find them. Get to know them. Make sure they know you.
  6. 6. 3. New Product Ideas Listen for complaints. Tune into “wishes”. Watch for hacks. (or just ask)
  7. 7. 4. Competitive Intelligence Listen to what your competitors are saying, but also what customers are saying about your competitors
  8. 8. 5. Spread the Good Word Share good company news and developments.
  9. 9. 6. Be a Thought-Leader Point to cool stuff and link to things. Share what is capturing your attention right now.
  10. 10. 7. Humanize your Company Companies are made of people. Prove it.
  11. 11. Ways To Use Social Media for B2B 1.  Customer Support (or CYA) 2.  Look for leads 3.  Get new product ideas 4.  Competitive intelligence 5.  Spread the good word 6.  Establish yourself as a thought-leader 7.  Humanize your company
  12. 12. Words of Wisdom
  13. 13. 1. Listen First, Sell Second. Tune in before you jump in.
  14. 14. 2. Focus on Who and What Matters Prioritize your efforts. Know what and who is most important to pay attention to.
  15. 15. 3. Don’t Jump In Right Away Don't respond right away all the time...let your customers handle naysayers if at all possible
  16. 16. 4. Set Goals Where are you now? What are your goals for buzz and views and followers and sentiment and share of voice?
  17. 17. 5. Encourage everyone to engage Connecting with real and potential customers is not one person’s job. Dialogue about what you are hearing and learning.
  18. 18. 6. ACT This is not a spectator sport. Share the feedback internally. Build a relationship. Improve a product. Optimize your marketing. Generate a lead.
  19. 19. Words of Wisdom 1.  Listen first, sell second 2.  Focus on who and what matters 3.  Don’t jump in right away 4.  Set goals 5.  Encourage everyone to engage 6.  ACT
  20. 20. Thank you.

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