Service Push Social Media
John M. Perez
► 3 of 4 Americans Utilize Social Media!
► 65% of Support and Brand Conversations will initiate
in the cloud by the year 2012 – Gartner.
► Social Media and Communities Build Lifetime
► Sales & Marketing budgets have shifted to a Digital
Strategy with Social Media as the Central tool for
generating leads and gaining market interest on a
product or service.
► Companies have an opportunity to enhance and optimize their existing
Sales/Marketing and Service processes by incorporating Social Media into
► The Solution
► Service Push and its partners will conduct a systematic discovery approach
to identify areas of opportunity, improvement, growth, and sustainability for
integrating Social Media into a company's business process.
► Deliver a strategic long term roadmap with actionable items that will
position a company as best in breed in the Digital Space in their Industry.
The Social Media Vision
Your Company Twitter Site Your Company YouTube
Your Company LinkedIn.Com
Your Company Fanbook Page
Support.Your Company.com Your Company RSS Feed
Traditional Sales & Marketing (Outbound)
• TV & Radio Ads
• Cold Calling
• Buy Lists
• Direct Mail
• Offline Relationships.
Today’s Sales & Marketing (Inbound)
• Social Networks
• Online Expertise
• Value Selling
• Realtime Listening for
• Peer to Peer
• Realtime Customer
A Social Media Roadmap
► As Your Company continues to maintain and service the immediate needs of the
business, it our is our recommendation that you establish a 1 to 3 year long term
Social Media & Digital Plan.
► The plan must take into account all aspects of the traditional, and digital channels.
This includes and is not limited to Sales, Marketing, Service, Web Site Maintenance,
eCommerce, Content Creation and Publishing, QA, Site Maintenance, and so on.
► Long Term Tactics
► Work with stakeholders to create a Vision/Strategy that covers 3 years.
► Improve the Online Social Media Experience.
► Make suggestions for SEO Optimization.
► Recommend the right Social Media Channels to engage in.
► Improve Brand Perception by deploying Social Channels
Gaining Insights - Discovery
Discovery Architecture Production
6 to 8 Weeks Do You Have The Technology to Scale? Begin Roadmap Implementation
Start 6 – 8 Weeks 6+ Months
Discovery Process (Steps 1 – 3)
► Stakeholder Interviews – The Service Push team and its partners will conduct
interviews with members of Your Company’s team from across the business, as well
as talk to current customer to understand hot topics and pain points.
► Social Monitoring & Reporting – Service Push will research various social channels
and identify conversations, brand activity, blogs, communities, influencers, social
measurements, and key findings related to the online activity of Your Company’s
industry. We will establish baselines in this activity to ensure there are baseline
measurements for current Online Chatter for your brand or industry.
► Social Media ROI Matrix – Service Push will investigate all online channels and map
Sales, Marketing, and Support processes to existing social media opportunities that
exist within these areas. This will help to identify opportunities in the online space,
while also ensuring there is prioritization and clear value on where the company
should first focus when implementing a new Digital Channel.
Discovery Process (Steps 4 – 6)
► Basic Heuristic Competitive Analysis – We will review competitor and best practice
sites to assess opportunities, functionality, and best in class strategies for Online and
Social Media Presence. The output of this activity will be a competitor matrix along
► Tools & Technology Audit – Our team will learn about Your Company’s current
capabilities, limitations, planned initiatives, and workflow issues that may impact the
overall Social Media strategy in a technical gaps/requirements document. This
includes and is not limited to Web assets, and internal tools and strategies like CRM.
In addition, Service Push will recommend best in class tools that would assist in
managing business processes when implementing a Social Media strategy.
► Findings & Strategic Recommendations – All of the above would be synthesized
into a discrete set of recommendations, a feature list, and an actionable project
Discovery Steps & Timeline
Stakeholder Monitoring & Social Media ROI Competitive Tools & Findings &
Interviews Reporting Matrix Analysis Technology Audit Recommendations
Actions: Actions: Actions: Actions: Actions: Actions:
What We Do?
Interviews with Monitor all Social Evaluate all Relevant Conduct an analysis of Evaluation of current Synthesize all
Stakeholders. Channels for Social Media what competitors are Web Tools and CRM materials and findings.
Conversations. See Channels. doing online and in the Infrastructure at Your
Assesses Business Social Media Channel Social Media Space. Company. Document Findings in
Objectives & Priorities. slide. Map Sales, Support, a PowerPoint.
and Marketing Document Findings. Evaluation of Best In
Speak/Survey Establish Baseline Processes to Specific Class Social Media Develop 1 – 3 year
Customer Perceptions. Metrics for each Social Social Media Actions & Tools to Support a Social Media
Media Channel. Strategy. Sales, Customer Roadmap.
Support, and Marketing
Assess Value of Strategy.
What You Get?
Business Social Media Social Media Matrix Competitive Matrix Recommendations for Power Point
Requirements Scorecard for Your with value prioritization. evaluating how Your Digital Tools for Web Recommendations with
Documentation & Gap Company. Company stacks up Content Management. Findings.
Analysis. Recommendations for against Competition in
Baseline Metrics for Optimizing Sales, the Digital and Social Tool recommendations Social Media
Impact Analysis of Social Media Chatter Marketing, and Support Media Space. for managing Social Roadmap.
Gaps. across Networks. with Social Media. Media across Sales,
Marketing, and Meeting to Review
Recommendations for Content Strategy. Support. Findings.
Email Us for More Information
• Email: firstname.lastname@example.org
• Company Website: www.service-push.com
• Product Website: www.socialcrmtools.com
• Facebook Fan Page:
• Twitter: www.twitter.com/socialcrmtools