Social Inside and Out     Claire Carter   Marketing Director
No wonder we’re confused                           2
Social interaction      External       Internal                        ?                                3
Warning – this might not be for you                                      4
Market challenges                    5
The internal vs external conundrum              Build       and run                a                         business     ...
My organisation    Peter - Sales             Lauren – Marketing               Amanda - PM•   Customers                   •...
Lauren - marketing•   Manager                             •   Reporting•   Team                                •   Events•...
• Email goes out to 5 Colleagues• First user sends a direct reply  but does not copy in other 4.• Another user sends a dif...
10
11
12
Push information                   13
Search, identify and locate                              14
Automated feeds                  15
Automated feeds                  16
Standard feeds - CRM•   Opportunities – Within X days of Close Date•   Opportunities – Lost•   Opportunities – Won•   Orde...
Praise, reward and thank                           18
19
So what ?Building a business case
Lauren - marketing                               Follow                                          Staff Changes            ...
m-hance staff survey 94 % improvement in connection to others 87 % improvement in question response times means faster  ...
I heard there was a m-hance staff quotes                              price promotion so I                                ...
Savings for m-hanceProductivity - (6% - avg wage 35k)    £966,000Meetings saved - (10)                 £9,329On-Boarding –...
How much could you save?£300,000£250,000£200,000                                   Engagement£150,000                     ...
Summary          26
Further reading                  27
An offer for the audience                              Pre-review                             questionnaire               ...
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Social - inside and out

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As marketing professionals we see social at every turn. It is touted as the channel that will revolutionise our marketing activity and make us more influential, more in tune with our clients and more responsive. But without having the right internal structures in place – how do we ensure we keep on message and on pace? In this interactive session Claire argues for the best place to start a social project is “at home”. Pulling from personal and client experience she will outline how Enterprise Social Networking platforms can finally deliver on the promises made by intranets, crm and other back office systems making your organisation more productive, more connected, more profitable and more informed. Leaving this session you will understand:

• What is an enterprise social network (ESN) and is it for you?
• How can an ESN benefit the marketing function?
• What are the potential pitfalls of using a solution?
• How do you define and measure the results and therefore prove ROI?
• What considerations should you make when choosing a supplier?

This session will be useful for:

• Companies that employ more than 100 people
• Companies that have grown through or are undertaking mergers or acquisitions
• Companies that are considering where to start with social
• Companies with multiple locations
• Companies who are trying to re-brand or enhance brand awareness
• Companies in a state of change
• Companies that want to improve internal communication but lessen their reliance on email

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Social - inside and out

  1. 1. Social Inside and Out Claire Carter Marketing Director
  2. 2. No wonder we’re confused 2
  3. 3. Social interaction External Internal ? 3
  4. 4. Warning – this might not be for you 4
  5. 5. Market challenges 5
  6. 6. The internal vs external conundrum Build and run a business successful 6
  7. 7. My organisation Peter - Sales Lauren – Marketing Amanda - PM• Customers • Customers • Orders/Products• Product Information • Events • Suppliers/ Partners• Promotions • Case studies • Customer feedback• Financial Data • References • Launches• Building Relationships • Issues • Pre-sales• Marketing • Sales • Staff ideas/skills• Competitors • Partners • CompetitorsReduced Sales Inconsistent message Increased Costs Information & Collaboration CRM HR Finance Intranet Bookings Project Management CMS Databases 7
  8. 8. Lauren - marketing• Manager • Reporting• Team • Events• Product Development • Collateral• Sales • Launches• HR • Case studies• Customers • References• Partners • Campaigns• Competitors • Tweets Collaborate 8
  9. 9. • Email goes out to 5 Colleagues• First user sends a direct reply but does not copy in other 4.• Another user sends a different response but copies in everyone.• Originator replies but does not copy everyone in.• Another user replies to all but does not realise that someone else has said the same thing because they have not opened up that email yet.• Originator sends direct email back to let them know they already have the answer. 9
  10. 10. 10
  11. 11. 11
  12. 12. 12
  13. 13. Push information 13
  14. 14. Search, identify and locate 14
  15. 15. Automated feeds 15
  16. 16. Automated feeds 16
  17. 17. Standard feeds - CRM• Opportunities – Within X days of Close Date• Opportunities – Lost• Opportunities – Won• Orders – Over £X,000 Value• Contracts – Cancelled Contracts• Contracts – New Contracts• Campaigns – Sign Up• Campaigns – Near Sign up Closure• Campaigns – Near full Capacity 17
  18. 18. Praise, reward and thank 18
  19. 19. 19
  20. 20. So what ?Building a business case
  21. 21. Lauren - marketing Follow Staff Changes Key Customers Benefits:• Customer / Product knowledge base• Better informed about Staff Changes Product Info• Real time updates from CRM• Company Brand / Messaging• Push Information – Reduce Queries• Reduced admin– 2 days admin time Company Info• More time for value add e.g sector research• Less emails /meetings Sales 21
  22. 22. m-hance staff survey 94 % improvement in connection to others 87 % improvement in question response times means faster service on to the customer 88% improvement in understanding the company and departmental objectives 90 % improvement in breaking down knowledge silos 88% improvement in ability to contribute to the business 68% improvement in email noise 16% improvement on deal closure 22
  23. 23. I heard there was a m-hance staff quotes price promotion so I adjusted my quote and won the dealThe recognitionI get pushes me to do more I get responses The competitive aspect of quicker – so do seeing deals published and my customers credited makes me want to sell moreResulted in me finding out I understand the pressuresa product I didn’t know we and priorities of other had resulting in a sales departments and how to worth £10k margin work with them 23
  24. 24. Savings for m-hanceProductivity - (6% - avg wage 35k) £966,000Meetings saved - (10) £9,329On-Boarding – (reduced by one week) £65,158Employee Engagement - (5%) £23,000Total £1,063,486Cost of software £17kHardware £10kOn-going yearly costs £9,660 24
  25. 25. How much could you save?£300,000£250,000£200,000 Engagement£150,000 Onboarding£100,000 Productivity £50,000 £0 Yr1 Yr2 Yr3 Yr4 25
  26. 26. Summary 26
  27. 27. Further reading 27
  28. 28. An offer for the audience Pre-review questionnaire ½ day workshop recommendations report marketing@m-hance.com Communications Review 28

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