The ROI of Social Media - Follow the white rabbit
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The ROI of Social Media - Follow the white rabbit

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The ROI of Social Media - Follow the white rabbit Presentation Transcript

  • 1. We‘re not in Wonderlandanymore, Alice
    Rick Mans - Social Media Lead
  • 2.
  • 3. Follow the white rabbit
  • 4. Like slide from scot CFA
    Thisonitself is not ROI
  • 5. Thisonitself is not ROI
  • 6. It is very easy to take more thannothing
  • 7. ROI is notthatdifficult
    ROI = (Gains – Investment)
    Investment
  • 8. A negative ROI canbegood
  • 9. Offwith her head
  • 10. ROI is only about financial efficiency
  • 11.
  • 12.
  • 13. Goals are the core formeasuring ROI
  • 14. Youshould go beyondjust ROI
  • 15. A holistic view is required
  • 16. Consulting models ahead
  • 17. What is the benefit of a wiki?
  • 18. What is the benefit of Social CRM?
    Direct benefits
    Indirect benefits
    Operational cost savings
    Increased revenues
    Consumer satisfaction , retention
    Brand value
    Business areas
    Marketing, brand equity and communication
    • Aligning social media and traditional marketing
    • 19. Rapid social marketing response
    • 20. Reactive brand monitoring
    • 21. Proactive brand planning and positioning
    Consumer insight
    • Company wide aligned SM model
    • 22. Campaign insight
    Sales & Transactions
    • Sales demand & forecasting accuracy
    • 23. Sales driven cross-sell & up-sell
    Innovation and product development
    • Existing product enhancement
    • 24. Identification of product quality issues
    Customer service
    • Improved first contact resolution
    • 25. Proactive support response on social media channels
    • 26. Key influencer engagement
    Recruiting & HR
    • External recruitment efficiency
    18
  • 27. What is the benefit of blogging?
    Capability
    Activity
    Impact
    Example Measures
    Example Outcomes
    Improves image and market presence
    Sentiment on Social Media Channels
    Improvement in positive sentiment of corporate image and presence
    External Blog
    Provides high quality content
    Demonstrates thought leadership on innovation
    Innovative efficiencies / new products
    Increase in Innovative efficiencies / new products
    Employee recruitment
    Annual improvement in recruitment
  • 28. Findyour white rabbit
    ROI is just
    one of the metrics
  • 29. Your contact:
    Rick Mans
    Phone: +31 6 51 21 01 44
    E-Mail: rick.mans@capgemini.com
    Twitter: http://twitter.com/rickmans
    LinkedIn: http://nl.linkedin.com/in/rickmans
  • 30. Ifyoulikedthispresentation, youmightlikethis content as well
    Rick Mans & Joël van Gogh - Social Business Transformation How customers change your enterprise DNA
    http://www.nl.capgemini.com/expertise/publicaties/social-business-transformation/
  • 31. SocialTransformationStrategies