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8 9-11 radian6 webinar

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Radian6, SMB Group and CRM Essentials team up to share findings from the 2011 SMB Social Business Study, live from CRM Evolution.Link to the recorded webinar, oriignally presented …

Radian6, SMB Group and CRM Essentials team up to share findings from the 2011 SMB Social Business Study, live from CRM Evolution.Link to the recorded webinar, oriignally presented 8-9-11:
http://radian6.adobeconnect.com/p3lrsiohdcy/

Published in Technology , Business
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  • Adoption of social media is now mainstream. Medium businesses are more likely to use social media in a strategic way than small businesses.Among SMBs using Social media, they self-classify as ad hoc informal or structured/strategic. Greater % of structured/strategic in MB than SB. This is a key lens for segmentation, and one we use to look at many of the data points.Compared to other segmentation schemes, highlights some very significant differentiation.
  • MBs are generally more satisfied than SBsMedium structured users are more satisfied ~42% vs. 20% of ad hoc.
  • Not enough time is the top barrier for ad hoc users. Structured users are more apt to be challenged by measurement, analysis and integration issues.
  • The more structured/strategic the more integration is a priority.

Transcript

  • 1. Slides for 8-9-11 Radian6 Webinar at CRM Evolution
    8/9/11
    1
  • 2. SMB Use/Plans for Social Media
    1.) Which of the following best describes your company's use and/or planned use of social media  to engage with your customers or prospects?   
    8/9/11
    2
    Medium Business
    52%
    {
    Sample Size = 194
  • 3. How Satisfied Are SMBs with the Results they Are Achieving from Social Media in these Areas?
    8/9/11
    3
    Medium Business
    Structured Users
    Sample Size = 65
    Ad Hoc Users
    Sample Size = 38
    21. How satisfied are you with the results you are achieving from your current use and investment in social media?
  • 4. What are SMBs Top Challenges in Getting Value from Social Media?
    22. What are your company's top 3 challenges in getting value from using social media? Please rank importance.
    8/9/11
    4
    Medium Business
    Sample Size: Medium Business: 145
  • 5. Penetration of and Satisfaction with Social Media for Business Activities - Structured Users
    Medium Business
    Very
    Satisfied
    Get input for product
    development
    Bring voice of the
    customer into the
    company
    Improve market awareness Of the company
    Analyze data to improve
    knowledge of market
    Generate new
    leads
    Generate more
    web site traffic
    Improve internal
    collaboration
    Improve service/support
    and customer retention
    Connect with people
    who aren't customers
    Aid new employee
    recruitment
    Interest in activity
    Neutral
    High Level
    Low Level
    Sample Size = 65
    20 & 21.) Which of the following ways are you are using/planning to use social media for your business?  
    © SMB Group and CRM Essentials
    8/9/11
    5
  • 6. Do You Use Free/Paid Tools to Monitor and Manage Social Media?
    8/9/11
    6
    18 & 19. Does your company use or plan to use any FREE (and PAID) tools or products to monitor and
    manage social media?
  • 7. Comparison of Ad Hoc and Strategic Users: Linking Sales, Marketing or Service Activities with Social Media
    8/9/11
    7
    Sample Size = 145