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Roi social media success examples #CSMSF 2012

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Roi social media success examples #CSMSF 2012

  1. 1. ROI Success Stories#CSMSF June 2012Michael ProcopioSocial Media StrategistHP Information Management & AnalyticsTwitter: @MichaelProcopio email: mjp@mprocopio.com© Copyright 2012 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice.
  2. 2. Return=RevenueorCost2
  3. 3. 3Investment=Money spentorResources used (converted to money)3
  4. 4. 4Return on Investment=Return – Investment (cost)----------------------------------- Investment4
  5. 5. Example marketing: Lead Generation$2000 return - $75 investment---------------------------------------- $75 investment = 2567% ROI5
  6. 6. Example (Support): Call deflection• Support call costs = $15-40 [1]• More than 20 million customers found solutions from 600,000+ posts on an HP Community [2]• HP saved $2M from call deflection [3] Sources6 [1] Stone Cobra; [2] Lithium; [3] Frost & Sullivan
  7. 7. R&D: Using community for beta testBefore – with email50 beta users supported by 5 engineers 4x greater efficiencyAfter with branded community forums200 beta users supported by 5 engineers7
  8. 8. Social Intelligence problemENHANCE WARRANTY & The warranty & claims, qualityCLAIMS MANAGEMENT management and productWITH SOCIAL development departmentsINTELLIGENCE gathered information relatedPRIMARY EUROPEAN AUTOMOTIVE to quality issues and productMANUFACTURER defects through the warranty Situation process. • Time delay in getting data Disclaimer – HP project8
  9. 9. Social Intelligence Solution Solution Results Ease of use front end, like Identifying potential defects “Google” search. and quality issues earlier through Social Media Enable users to do intuitive root information cause analysis, identifying cause connections between What took days, now takes warranty cases and Social hours Media discussions 9
  10. 10. Thank youPlease contact me if you have questions Michael Procopio Social Media Strategist Twitter: @MichaelProcopio email: mjp@mprocopio.com© Copyright 2012 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice.

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