1.
Social media 102 battle plan<br />how to build a sustainable battle plan to grow your social media investment and become a social business<br />collaborative enterprise<br />

2.
NOT REALLY THIS COMPLICATED<br />

3.
paradigm or generational shift<br />baby boomers<br />generation x<br />generation y<br />social<br />evolution<br />loyalty<br />economy<br />internet<br />www<br />personal<br />computes<br />service<br />economy<br />1960s<br />1970s<br />1980s<br />1990s<br />2000s<br />generational<br />generational<br />generational<br />paradigm<br />paradigm<br />

4.
traditional 1:1 relationship<br />socially augmented <br />1:m:1 relationships<br />social<br />CRM<br />CRM<br />Shifting interaction models<br />

5.
let’s check where we are<br />

6.
#1 – social is customer centric<br />

7.
#2 – it pays to become social<br />

8.
#3 – goals are adjustable<br />

9.
social media 101 is done – now what?<br />

10.
the new SCRM<br />p<br />m<br />legacy<br />systems<br />data<br />warehouse<br />erp<br />cloud<br />sales<br />marketing<br />customer service<br />feedback<br />management<br />social business rules<br />channels<br />m - community<br />c –customer<br />p –partner<br />e - employee<br />c<br />p<br />e<br />m<br />

11.
a social business model<br />

12.
so… how about that battle plan?<br />

13.
Social media 102 battle plan<br />

14.
Battalion of community focus<br />communities<br />social media<br />customer jobs<br />customer<br />community focus<br />customer centric<br />corporate goals<br />business 1.0<br />collaborative enterprise<br />social business<br />

15.
Tank flank of investment leverage<br />client facing operations<br />biz<br />function<br />internal operations<br />rules<br />biz<br />function<br />community<br />channel<br />rules<br />channel<br />community<br />the collaborative enterprise<br />

16.
additional communities platoon<br />

17.
Count<br />Von<br />Moltke<br />Moltke<br />The <br />Elder<br />Austro<br />Prussian<br />War of <br />1866<br />“NO PLAN OF OPERATIONS EXTENDS WITH CERTAINTY BEYOND THE FIRST <br />ENCOUNTER WITH THE <br />ENEMY’S MAIN STRENGTH”<br />

18.
bottom line – feed on the success<br />

19.
confused?<br />