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Social Business Dashboard

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  • 1. What is Your Internal Priority?Sankaranarayanan 22-23, June 2012 Chennai Consulting Services
  • 2. Priority"What we learned: Social media starts withbrand priorities...It is all about what makes sensefor each brand. What are the priorities, andwhat are the tools that support their goals?"Mr Brian Snyder, Senior Manager, InteractiveCommunications, Whirlpool
  • 3. Priority
  • 4. RevenueMaking Money out of Co-Creation Consulting Services
  • 5. IdeaCrowd Sourcing Consulting Services
  • 6. Stakeholder SupportCustomer relations, investor relations Consulting Services
  • 7. EvangelismCorporate Social Responsiblity Consulting Services
  • 8. What is your Priority ?Hmmmm Consulting Services
  • 9. What to Measure and Manage Business Measure Manage Leads by channel Effectiveness of social Revenue channels for conversion Conversions by channel and revenue generation Visit loyalty Influence of social experience in purchase Review ratings behaviour
  • 10. What to Measure and Manage Business Measure Manage Number of submission of Unmet needs: pain areas Ideas ideas through comments, of customers, lead users, polls, etc non users Sharing of ideas through Which are most liked, likes, RTs desired ideas Rating of ideas through Perspective on popularity votes of ideas
  • 11. What to Measure and Manage Business Measure Manage Resolution rate Support cost: how to use Support social media to bring Resolution time down the support cost? Satisfaction score User generate support: How company can Member engagement leverage the participation of members for providing customer support?
  • 12. What to Measure and Manage Business Measure Manage Positive, negative, neutral Appeal: how people feel Evangelism sentiment about your cause No of fans, followers, for Awareness: Conversation the cause drivers/ Frequently shared topics Top shared, liked, RTed content
  • 13. Setting up Social BusinessDashboardLink to the Worksheet on designingyour own metrics Consulting Services