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Enterprise 2.0 - TAG: Customer Centric Social Media

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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 …

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.

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  • Examples of this are multiple data centers, multiple business units or business partners and business processes across systems. No easy task for visibility. Any one box may have visinbility, but as a process or data set leaves from inside the business to outside, 1 data center to another visibility diminishes – so does control.
  • Transcript

    • 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
    • 19.
    • 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
    • 26.
    • 27.
    • 28.
    • 29. Thanks – questions?
    • 30. Contact:
      E: Jon.Gatrell@stonebranch.com
      T: @spatially
      www.scribbos.com | Secure Business Communications | www.stonebranch.com | Secure Automation