Social Media isn't just about marketing, in fact it is increasingly less about marketing than it is about customer service and improving a companies position in the marketplace. Product Managers are seeing social media as a great way to engage customers and improve their products. Customer support leaders are seeing social media as a way to improve customer satisfaction levels across the board. The new engagement models presented by social media are providing new opportunities to increase share of wallet and your companies relevance for your customers.

1. Leveraging social media to develop customer centric business processes Jon Gatrell VP, Product Management Stonebranch 10.7.2009

2. Twitter Heard about Twitter? www.scribbos.com | Secure Business Communications | www.stonebranch.com | Secure Automation

3. We aren’t going to talk about it

4. What is social media?

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

6. Who, what, where …

7. BLOGS Buyers products everyone everyone PROSPECTS the market influencers customers relationships people brands employees analyst competitors

8. Basically…..Something has changed Customers are getting smarter Capturing attention is getting harder Reducing barriers to entry Constant innovation is key to survival

9. Marketing Search & Online Web Marketing Operational Social Media Onsite Experience & Conversion

10. 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

11. Why social media?

12. …to stand out

13. B2B Uses Thought Leadership Lead Generation Communication Knowledge Management Service

14. Let’s see the research!

15. “Of the following interactive marketing tactics, which ones are you using or piloting?” Using Piloting Email newsletters 2% 86% Webinars and/or teleconferencing 75% 8% 72% 11% Microsites, landing pages, or personal URLs Online display ads (static or dynamic) 66% 4% Rich media demonstrations/apps 60% 10% Video marketing (brand, product, or testimonial 39% 10% 33% 13% RSS feeds Blogs 31% 17% Podcasts 29% 12% Online communities or forums 15% 28% Social Networks (e.g., LinkedIn, Facebook) 25% 17% Customer (or partner) contributed content 10% 23% Virtual tradeshows or conference 21% 10% Contextual or behavioral targeting of ads 19% 6% Base: 189 B2B marketers Source: Forrester’s Q1 2008 B2B Online Social Computing Survey

16. There Is Another Option.

17. How can I participated in social media?

18. …don’t be that guy – err, brand Observe and learn Share things of value Engage your customers

20. So How am I using Social Media?

21. Community as Differentiation

22. Community for Requirements

23. Blogging for fun...and SEO

24. …Ok, I lied

25. …definitely not talkin - The Hoff

29. Thanks – questions?

30. Contact: E: Jon.Gatrell@stonebranch.com T: @spatially www.scribbos.com | Secure Business Communications | www.stonebranch.com | Secure Automation