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Social Media beyond Marketing


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Social Media had transitioned from a people-to-people interaction platform to a marketing platform for brands. And then, it went a step further by becoming an integral part of different departments of an organization- like Customer Support, Sales, Human Resources et al.

This brief presentation, given at SEMPO Hyderabad 2014 talks about some of the ways in which organizations are using social media, beyond marketing.

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Social Media beyond Marketing

  1. 1. What are some of the ways you have used Social Media, beyond Marketing?
  2. 2. What are some of the Social tools you have used, for functions other than Marketing?
  3. 3. “As a business solution, social has evolved, moving well beyond the marketing department, to address business objectives across the organization.” - MIT Sloan Management Review, 2013 @mitsmr
  4. 4. “By 2015, the 20% of enterprises using social media beyond marketing will lead their industries in revenue growth” - Gartner, Inc @Gartner_inc
  5. 5. Organizations How some departments of organizations are using Social Media tools, beyond the marketing realm
  6. 6. Customer Support ● Understand trends and respond ● Engage with customers in real time, and proactively ● Key Tasks: Pre-empt issues, manage online reputation of the brand “The dissatisfaction stemming from failure to respond via social channels can lead to up to a 15% increase in churn rate for existing customers." - Carol Rozwell VP, Gartner
  7. 7. LinkedIn’s CEO responds to a user’s issue
  8. 8. Human Resources ● Understand the undercurrents in the organization ● Identify your prospective employees ● Key Tasks: Recruiting, Teambuilding, Training, Onboarding “69 percent of HR departments now use social media channels such as Twitter, LinkedIn and Facebook to assist with the recruitment process.” - BLR
  9. 9. Sales ● Sales second only to marketing as the functional area where social tools are used to a large or great extent. ● Social selling is becoming increasingly popular, and new tools are being developed to assist sales staff to use it in their work. ● Identify new opportunities and referrals
  10. 10. Other aspects Product Development & Innovation Understand pain points and problems in the market that need to be solved Collaboration Collaborate with internal teams to come up with new ideas, solutions and address pain points Internal Communication Using tools like Yammer & Chatter to connect with teams and enhance office productivity.
  11. 11. Would love to know your thoughts, ideas & opinions. Email: Twitter: @nabeeladeni
  12. 12. Check out… You can also
  13. 13. “Social Media is about sociology & psychology more than technology” - Brain Solis @briansolis And, never ever, ever again forget...