Leveraging social media to develop customer centric business processesJon GatrellVP, Product ManagementStonebranch10.7.2009

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We aren’t going to talk about it

What is social media?

…it’s a way of learning, participating & sharing

Who, what, where …

BLOGSBuyersproductseveryoneeveryonePROSPECTSthe marketinfluencerscustomersrelationshipspeoplebrandsemployeesanalystcompetitors

Basically…..Something has changedCustomers are getting smarterCapturing attention is getting harderReducing barriers to entryConstant innovation is key to survival

MarketingSearch &Online Web MarketingOperationalSocial MediaOnsiteExperience &Conversion

People are using all types of social networks to self-publish, share, connect, reconnect and establish an array of communities. This is happening in both professionally and personally.* If Facebook were a country—it would be the5th largest country in the world.*David Armano**may actually be 4th Largest now per discussion with the Enterprise 2.0 Group in Atlanta where this was presented

Why social media?

…to stand out

B2B UsesThought LeadershipLead GenerationCommunicationKnowledge ManagementService

Let’s see the research!

“Of the following interactive marketing tactics, which ones are you using or piloting?”UsingPilotingEmail newsletters2%86%Webinars and/or teleconferencing75%8%72%11%Microsites, landing pages, or personal URLsOnline display ads (static or dynamic)66%4%Rich media demonstrations/apps60%10%Video marketing (brand, product, or testimonial39%10%33%13%RSS feedsBlogs31%17%Podcasts29%12%Online communities or forums15%28%Social Networks (e.g., LinkedIn, Facebook)25%17%Customer (or partner) contributed content10%23%Virtual tradeshows or conference21%10%Contextual or behavioral targeting of ads19%6%Base: 189 B2B marketersSource: Forrester’s Q1 2008 B2B Online Social Computing Survey

There Is Another Option.

How can I participated in social media?

…don’t be that guy – err, brandObserve and learnShare things of valueEngage your customers

So How am I using Social Media?

Community as Differentiation

Community for Requirements

Blogging for fun...and SEO

…Ok, I lied

…definitely not talkin - The Hoff

Thanks – questions?

Contact:E: Jon.Gatrell@stonebranch.comT: @spatiallywww.scribbos.com | Secure Business Communications | www.stonebranch.com | Secure Automation