Preparing For The Future Of Social Media

1 Preparing For The Future Of Social MediaSFAMAFebruary 8, 2012Charlene LiFounder and Partner

2 How Time Flies iPhone Facebook Nexus One Facebook Debut Connect Android Debut Timeline Jan 2007 July 2008 January 2010 Sept 2011 Facebook iPhone App iPad Debut Platform Store April 2010 May 2007 July 2008© 2012 Altimeter Group

4 Boom and bust cycle keeps repeating Number of US venture capital deals 1995Q1-2011Q3 2500 2000 1500 Google IPO Facebook IPO Netscape IPO 1000 500 0 Source: PricewaterhouseCoopers MoneyTree Report© 2012 Altimeter Group

16 Mobile is a tool, not a strategy From “Make An App For That: Mobile Strategies For Retailers, Feb 2012 Opportunity: Use data from trusted relationships to build unique experiences© 2012 Altimeter Group

Enterprise social networks use relationships to create a social business Transformation • C-suite led Optimization • Predictive • Department led • Proactive Collaboration • Centrally managed • Reactive Connection • Decentralized • Ad-hoc© 2012 Altimeter Group

“You can imagine the Chatterati creating as much value as an SVP in the organization by sharing their institutional knowledge and expertise - and we should look at compensation structures with that in mind.” - Marc Benioff, CEO of Salesforce.com© 2012 Altimeter Group 2010

25 Strategy Project And Deliverables 3. 1. 2. Strategy Organizational Discovery Development Development A. Establish A. Strategic Vision A. Social Readiness Business Objectives Statement Roadmap and Metrics B. B. Opportunity B. Initiative Monitoring/Analytics Analysis Development Roadmap C. Customer C. Strategy C. Executive Segment Analysis Roadmap Education© 2012 Altimeter Group

Be disciplined about addressing your 27 Hierarchy of Needs Holistic, Real-time Enlightenment Predictive Empowerment, Cross-Learning, Enablement Measurement Asset Inventory, Best Practice Sharing, Formation Center of Excellence Dedicated Team, Workflow, Crises Preparedness Safety Objectives, Policies, Education, Access Foundation© 2012 Altimeter Group

Most companies still don’t do this 28 Take reasonable action to fix issue and let customer know action taken Positive Negative Yes Yes No Do you want Assess the Evaluate the Does customer to respond? message purpose need/deserve more info? No Yes Unhappy Yes Are the facts No Gently correct the Response Customer? correct? facts No Yes Can you No Dedicated Yes Are the facts No add value? Complainer? correct? No Yes Explain what is Respond in Thank the Comedian Is the Yes being done to kind & share person Want-to-Be? problem correct the issue. being fixed? No Adapted from US Air Force Comment Policy Yes Let post stand and monitor.© 2012 Altimeter Group 2011

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Preparing For The Future Of Social Media

by Charlene Li

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