Natasha Friis Saxberg
                         Partner at Webcom ApS - fine web since 1996
                                ...
real time

     RETURN ON INVESTMENT



Thursday, October 22, 2009
WHY DO WE DO IT?

Thursday, October 22, 2009
IT´S ALL ABOUT




                                PROFILING
Thursday, October 22, 2009
IT´S ALL ABOUT...



               THE PERFECT ONLINE ME



                               RECOGNITION
Thursday, October ...
IT´S ALL ABOUT ME



                    IN A SOCIAL RELATION



                                 CURIOSITY
Thursday, Octo...
SOCIAL WEB BEHAVIOR
           profiling                               Self-
                                              ...
Play by the rules of
                        AUTHENTICITY

Thursday, October 22, 2009
LISTEN!




Thursday, October 22, 2009
ACT!




Thursday, October 22, 2009
“The first rule of the Fight Club:
      Don´t talk about the Fight Club.”


Thursday, October 22, 2009
PRODUCTS ARE SYMPTOMS
      OF THE VISION



Thursday, October 22, 2009
WHY SHOULD
   CORPORATIONS DO IT?



Thursday, October 22, 2009
STRATEGY!
Thursday, October 22, 2009
HOW TO INTEGRATE

                 PROCESS: CUSTOMER SUPPORT

            CASE SYSTEM

            PHONE

            EMAI...
HOW TO MEASURE
      CASE - INNOVATION FROM CUSTOMER SUPPORT


                              START
                       ...
SHOW ME THE MONEY!



Thursday, October 22, 2009
SERVICE & SUPPORT




Thursday, October 22, 2009
WHY?




Thursday, October 22, 2009
MARKETING




Thursday, October 22, 2009
INNOVATION




Thursday, October 22, 2009
RECRUITMENT




Thursday, October 22, 2009
THE CAUSE




Thursday, October 22, 2009
AGGREGATE




Thursday, October 22, 2009
RETURN ON IGNORING




Thursday, October 22, 2009
?
                             natasha@saxberg.dk
                                 @nfsaxberg

                           ...
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Realtime ROI

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Presented at The Really Realtime Conference in Stockholm on October 20. 2009. The event was about Real Time Web in a corporate context.

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Realtime ROI

  1. Natasha Friis Saxberg Partner at Webcom ApS - fine web since 1996 Founder of Mentory Co-author of the Danish Twitter book “Twitter - mass communication with140 characters” Affiliated at The Danish Institute for Futures Studies Startups produced by Webcom Labs: Mentory.com - global mentorship community Eksperten.dk - largest IT community in Scandinavia Nodeville.com - visualizing semantic data relations Thursday, October 22, 2009
  2. real time RETURN ON INVESTMENT Thursday, October 22, 2009
  3. WHY DO WE DO IT? Thursday, October 22, 2009
  4. IT´S ALL ABOUT PROFILING Thursday, October 22, 2009
  5. IT´S ALL ABOUT... THE PERFECT ONLINE ME RECOGNITION Thursday, October 22, 2009
  6. IT´S ALL ABOUT ME IN A SOCIAL RELATION CURIOSITY Thursday, October 22, 2009
  7. SOCIAL WEB BEHAVIOR profiling Self- actualization recognition Esteem curiosity Love/belonging Safety Physiological SOCIAL WEB BEHAVIOR MODEL: NATASHA FRIIS SAXBERG Maslow´s hierarchy of needs Thursday, October 22, 2009
  8. Play by the rules of AUTHENTICITY Thursday, October 22, 2009
  9. LISTEN! Thursday, October 22, 2009
  10. ACT! Thursday, October 22, 2009
  11. “The first rule of the Fight Club: Don´t talk about the Fight Club.” Thursday, October 22, 2009
  12. PRODUCTS ARE SYMPTOMS OF THE VISION Thursday, October 22, 2009
  13. WHY SHOULD CORPORATIONS DO IT? Thursday, October 22, 2009
  14. STRATEGY! Thursday, October 22, 2009
  15. HOW TO INTEGRATE PROCESS: CUSTOMER SUPPORT CASE SYSTEM PHONE EMAIL & CHAT INTERNET FORM TWITTER (AND OTHER SOCIAL SERVICES) Thursday, October 22, 2009
  16. HOW TO MEASURE CASE - INNOVATION FROM CUSTOMER SUPPORT START MEASURE EVALUATE MEASURE BEFORE GOALS PER MONTH: RESULT CHANGE IN IDEAS PER ACTION ACTION = ACTION ACTION = MONTH MEDIA RESULT? MORE IDEAS? EXP. IDEAS STRATEGIC CUSTOMER SUPPORT - INNOVATION GOALS Thursday, October 22, 2009
  17. SHOW ME THE MONEY! Thursday, October 22, 2009
  18. SERVICE & SUPPORT Thursday, October 22, 2009
  19. WHY? Thursday, October 22, 2009
  20. MARKETING Thursday, October 22, 2009
  21. INNOVATION Thursday, October 22, 2009
  22. RECRUITMENT Thursday, October 22, 2009
  23. THE CAUSE Thursday, October 22, 2009
  24. AGGREGATE Thursday, October 22, 2009
  25. RETURN ON IGNORING Thursday, October 22, 2009
  26. ? natasha@saxberg.dk @nfsaxberg natasha.saxberg.dk webcom.dk mentory.com twitterbogen.dk Thursday, October 22, 2009

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