1. Os negócios na Era Facebook Preparing for a New Kind of Customer Relationship Clara Shih CEO of Hearsay and Author of The Facebook Era 18 August 2010

2. Follow along @digitalage20 @clarashih http://facebook.com/thefacebookera

3. Welcome to The Facebook Era facebook 500M users 22B minutes a day linkedin & twitter 65M each

4. Facebook is global and mainstream

5. Social media is a top focus for business 73.5% of companies consider social media a top priority for 2010. —CMO Survey, February 2010

6. Today Psychology of Facebook 5 Business Use Cases Q&A

7. the psychology of facebook

8. Facebook has become the template for our online identity

9. Facebook Open Graph extends identity across the Web

10. Meanwhile, user expectations have changed

11. People trust friends most

12. Facebook and Twitter are radically new modes of communication

13. 5 exciting business use cases

14. 1. Listening… and social crowdsourced customer service

15. 2. Hypertargeted , social marketing

16. 3. Replacing your (small business) website

17. 4. You can even order pizza on Facebook!

18. 5. Enterprise social CRM Faceconnector – 2007 First business application on Facebook (developed by Todd Perry and me)

19. 5. Enterprise social CRM

20. The Facebook Era 2nd Edition:Coming next week Featured in the New York Times Used as textbook at Harvard Business School http://tinyurl.com/facebookera2

21. Please stay in touch Clara Shih CEO of Hearsay clara@hearsaylabs.com http://facebook.com/thefacebookera

22. Protecting privacy

23. Evolving our metrics Social CLV =CLVold + Word-of-mouth referrals + Customer support cost savings + Sales resulting from idea contributions