How Social Media Supports
Business Activities
Kim Proctor
CEO, Customers That Click
© 2009 Copyright Customers That Click

Main Categories of
Social Media
1. Social Networking Sites
– Facebook, Linkedin
2. Blogs & Wikis
– Internal and external
3. Micro-Blogging
– Twitter
4. Bookmarking/Tagging Sites
– Digg
– Delicious

Corporate Capabilities Unlocked
w/ Social Media (Page 1)
Internal External
Content Internal content creation Distribution of content
-Share & codify best practices -Use the right tool for the right job to
Distribution reach your audience
-Create educational content:
whitepapers, case studies, videos,
etc. YouTube, Twitter, Blogs, Facebook,
Linkedin
Internal knowledge base, wiki
Customer Train/ prepare Customer service outlet
Purpose?
For What
Service -Collectively create FAQs -Immediate communication and
-How to best service new problem solving
Support channels -Respond to comments visible
Customer service systems in social media (Twitter, FB, etc)
Capture comments made Support best customers
Customer about your company through -Special services/promos
Relationship social media in CRM system or -”Be the first to know”
other feedback system messages
Support
CRM systems -Support evangelism
Various social media platforms
Who Is Participating?

Corporate Capabilities Unlocked
w/ Social Media (Page 2)
Internal External
Web use / Monitor email Image & competitor tracking
Content
-Protection from lawsuits -Stay abreast & track company,
Monitoring -Watch company culture competitors and industry
Use specialized software Google Alerts, Search.twitter.com
Tapping into information Aggregate feedback for
Purpose?
For What
Decision markets strategic insights & idea
Support -Aggregate opinions generation (internal & external)
Online survey tools Online survey tools, specialized tools
Internally edit website and SEO
Visibility/ content with tags, develop -Social media supports better
Awareness links and partnerships SEO rankings and visibility
SEO firms, Social media consultants SEO firms, Social media consultants
Expert communities Expert/user communities
Expert Develop, moderate expert Host, moderate public or private
Input groups. Community of practice. forums.
Online survey tools, forums, wikis, etc. Forums, Wikis, Online survey tools
Who Is Participating?

Initial Discussion Issues
• Which of these purposes are truly working for you
in providing you and your companies, with
value:
1) Content Distribution
2) Customer Service Support
3) Customer Relationship Support
4) Content Monitoring
5) Decision Support
6) Visibility/Awareness
7) Expert Input
• What do you see as the key cost-benefit issues in
maintaining your participation in these various
approaches to the Social Web?
• What other issues would you like to pose to the group
for their feedback?

• Next generation web and marketing services firm
• Focus on better customer understanding
and communication
• Specialties include:
– using social media to build greater awareness
and connectivity with potential
and existing customers,
– driving traffic to your content via
internet marketing,
fueling customer word of mouth and referrals,
– creating and executing digital strategy
Kim Proctor that supports business goals.
CEO
Customers That Click • Extensive background in this area
www.CustomersThatClick.com
• Moved to Southern California in the last year