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Leveraging Social Media for Alliances


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Leveraging Social Media for Alliances …

Leveraging Social Media for Alliances
Case Studies and examples by Mzinga

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  • Mention Convergys, Agilent and NewCo
  • Transcript

    • 1. Leveraging Social Media for Alliances
      Mike Merriman
    • 2. Company overview. (The 36,000 ft view)
    • 3. IntroducingMzinga OmniSocial
      Key Highlights
      Platform & Infrastructure
      • Cloud Deployment
      • 4. User-Friendly Control Panel
      • 5. Self-Service Integrated Apps & Widgets
      • 6. Configurable Branding
      • 7. SaaS architecture enhancements
      • 30 powerful Apps
      • 8. 40+ widgets
      • 9. Facebook Sharing
      • 10. Mobile Apps
      • 11. Robust App Enhancements
      Reporting & Analytics
      • Social Analytics Dashboard
      • 12. Content Topics & Trending
      • 13. Engagement, Influence, & Trends
      • 14. User Reputations
    • Mzinga Social Business Solutions
      • Social business outsourcing
      • 15. Indirect revenue streams
      • 16. Developer networks
      • 17. Listening & engagement
      • 18. Brand building
      • 19. Demand generation
      • 20. Social commerce
      Brand Experience
      Employee Experience
      Mzinga Social Business Ecosystem
      • Engagement & collaboration
      • 21. Satisfaction & retention
      • 22. On-boarding & recruiting
      • 23. Social learning
      Customer Experience
      • Streamlined client acquisition
      • 24. Customer engagement
      • 25. Loyalty & retention
      • 26. On-demand support
      Mzinga, Inc. Confidential
    • 27. Problems we help solve.(And that help our customers run a smarter business)
      HR & Operations
      How can I attract & retain top talent?
      How can I improve employee performance & competencies?
      How can I capture intellectual capital?
      Brand & CustomerEngagement Solutions(External)
      How can I innovate my products faster?
      How can I stay abreast of market research for R&D?
      How can I streamline my product development process?
      How can I improve brand visibility?
      How can I drive enhanced demand generation?
      How can I increase website traffic & ad revenue?
      How can I develop long-term relationships with customers?
      How can I reduce my sales cycle?
      How can I accelerate new client acquisition & up sell opportunities?
      Services & Support
      How can I reduce support costs?
      How can I reduce response times in addressing client issues?
      How can I improve customer satisfaction & loyalty?
    • 28. Mzinga Analytics, Reporting & BI Vision
      Analyze your communities
      Benchmark your communities to others
      Analyze your communities PLUS interactions on the social web
      Your OmniSocial sites, apps, etc.
      1 2 3
      (Other sites)
      Your site
      • Sentiment
      • 36. Competitive analysis
      • 37. Social graphing
      • 38. Business intelligence
    • 39. Acquire
      Trusted by the World’s leading brands…
      Customer ExperienceSolutions
    • 40. Improve employeeengagement & productivity.
      Streamline recruiting & on-boarding
      • Expand access to talent & establish extended workforce networks
      • 41. Speed time to competency by making mentors/experts more accessible
      • 42. Provide ready access to blended new hire and training resources
      Improve productivity & performance
      • Eliminate duplicate work efforts by repeating best practices
      • 43. Gain up to 30% productivity by blending formal and social learning
      • 44. Reduce project timelines by 34% through peer-to-peer interaction

      Today, we use Mzinga for learning and development for both employees and customers, and we'll be extending that to include powerful social interactivity, web collaboration and analytics - all managed from one environment…. 
      Increase satisfaction & retention
      • Give employees a voice and enable them to provide feedback
      • 45. Increase knowledge retention by addressing general learning styles
      • 46. Empower employees to participate in innovation & business strategies
      Grow market awareness

      - Steven Brewer, Training & Development Manager at The Philadelphia Insurance Companies
    • 47. Establish greaterbrand engagement.
      Build your brand & your market
      • 82% of US online adults use social tools and are generating 3.5 billion brand-related conversations every day in the US- which means you can reach and influence customers faster than ever
      Increase buyer trust & grow revenue
      • 1 in 10 adults is use social networks to share positive product information, and forums to share opinions about brands
      • 48. 75% of consumers are influenced by peers in their purchase decisions, more so than any other media or information source

      We blew our membership goals out of the water… and we’ve been steadily increasing. We’ve found that people are spending twice the amount of time on the community than on the corporate Web site. 
      Drive innovation & market research
      • One traditional focus group can cost up to $15,000 and weeks of time, while online communities provide direct access to ongoing market research programs at a fraction of the cost with greater scale
      Grow market awareness

      - - Ciena Cozies Up to Its Partners,, February 2010
      * 2008, 2010 Forrester Research
    • 49. Drive enhanced
      customer engagement.
      Improve customer response times
      • 36% of consumers prefer using websites to get answers to questions rather than via telephone or email- and 57% are very likely to abandon purchases if they cannot find quick answers to questions.
      Drive satisfaction, loyalty & retention
      • Live chat, peer-to-peer forums, just-in-time customer education and direct access to experts help customers get answers questions quickly- improving satisfaction and reducing abandonment.
      Reduce support costs
      • Telephone support costs $6 to $12 or higher per contact.
      • 50. Online chat costs only $5 and is 63% more effective, and web-based customer self-service costs just a few cents per contact.

      Before we had this forum, we'd compile lists of what's being talked about once a month, but now we can act right away… When something requires an immediate response, we just post to our FAQ and solve the problem.

      - Trisha Habucke, Ford Digital Marketing Manager. Ford Gets In Sync With Customers, 1to1 Media, January 2009
      * 2010 Forrester Research
    • 51. OmniSocial Examples
    • 52. Natixis CommunityConnection
    • 53. Wolters Kluwer – 2 Experiences
    • 54. Fast Search, A Microsoft Company
    • 55. DTCC Learning
    • 56. Additional Branding Examples
    • 57. 17
    • 58. 18
    • 59. 19
    • 60. 20
    • 61. Learning Support Community