Service Push Social Media Discovery Framework


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A 6 step process for implementing a Social Media Roadmap for your company.

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Service Push Social Media Discovery Framework

  1. 1. Service Push Social Media Consulting Services John M. Perez
  2. 2. Facts <ul><ul><li>3 of 4 Americans Utilize Social Media! </li></ul></ul><ul><ul><li>65% of Support and Brand Conversations will initiate in the cloud by the year 2012 – Gartner. </li></ul></ul><ul><ul><li>Social Media and Communities Build Lifetime Customers. </li></ul></ul><ul><ul><li>Sales & Marketing budgets have shifted to a Digital Strategy with Social Media as the Central tool for generating leads and gaining market interest on a product or service. </li></ul></ul>
  3. 3. Opportunity <ul><li>Opportunity </li></ul><ul><ul><li>Companies have an opportunity to enhance and optimize their existing Sales/Marketing and Service processes by incorporating Social Media into its business. </li></ul></ul><ul><li>The Solution </li></ul><ul><ul><li>Service Push and its partners will conduct a systematic discovery approach to identify areas of opportunity, improvement, growth, and sustainability for integrating Social Media into a company's business process. </li></ul></ul><ul><ul><li>Deliver a strategic long term roadmap with actionable items that will position a company as best in breed in the Digital Space in their Industry. </li></ul></ul>
  4. 4. The Social Media Vision Support. Your Company. com Blog. YourCompany.Com Your Company Fanbook Page Your Company Twitter Site Your Company YouTube Channel Community. YourCompany. com Your Company LinkedIn.Com Your Company RSS Feed Your Company Website
  5. 5. Traditional Sales & Marketing (Outbound) <ul><li>TV & Radio Ads </li></ul><ul><li>Cold Calling </li></ul><ul><li>Buy Lists </li></ul><ul><li>Direct Mail </li></ul><ul><li>Offline Relationships. </li></ul>
  6. 6. Today’s Sales & Marketing (Inbound) <ul><li>Social Networks </li></ul><ul><li>Online Expertise </li></ul><ul><li>Value Selling </li></ul><ul><li>Realtime Listening for </li></ul><ul><li>Leads. </li></ul><ul><li>Peer to Peer </li></ul><ul><li>Recommendations. </li></ul><ul><li>Realtime Customer </li></ul><ul><li>Support. </li></ul>
  7. 7. A Social Media Roadmap <ul><li>As Your Company continues to maintain and service the immediate needs of the business, it our is our recommendation that you establish a 1 to 3 year long term Social Media & Digital Plan. </li></ul><ul><li>The plan must take into account all aspects of the traditional, and digital channels. This includes and is not limited to Sales, Marketing, Service, Web Site Maintenance, eCommerce, Content Creation and Publishing, QA, Site Maintenance, and so on. </li></ul><ul><li>Long Term Tactics </li></ul><ul><ul><li>Work with stakeholders to create a Vision/Strategy that covers 3 years. </li></ul></ul><ul><ul><li>Improve the Online Social Media Experience. </li></ul></ul><ul><ul><li>Make suggestions for SEO Optimization. </li></ul></ul><ul><ul><li>Recommend the right Social Media Channels to engage in. </li></ul></ul><ul><ul><li>Improve Brand Perception by deploying Social Channels </li></ul></ul>
  8. 8. Start 6+ Months 6 – 8 Weeks Gaining Insights - Discovery
  9. 9. Discovery Process (Steps 1 – 3) <ul><li>Stakeholder Interviews – The Service Push team and its partners will conduct interviews with members of Your Company’s team from across the business, as well as talk to current customer to understand hot topics and pain points. </li></ul><ul><li>Social Monitoring & Reporting – Service Push will research various social channels and identify conversations, brand activity, blogs, communities, influencers, social measurements, and key findings related to the online activity of Your Company’s industry. We will establish baselines in this activity to ensure there are baseline measurements for current Online Chatter for your brand or industry. </li></ul><ul><li>Social Media ROI Matrix – Service Push will investigate all online channels and map Sales, Marketing, and Support processes to existing social media opportunities that exist within these areas. This will help to identify opportunities in the online space, while also ensuring there is prioritization and clear value on where the company should first focus when implementing a new Digital Channel. </li></ul>
  10. 10. Discovery Process (Steps 4 – 6) <ul><li>Basic Heuristic Competitive Analysis – We will review competitor and best practice sites to assess opportunities, functionality, and best in class strategies for Online and Social Media Presence. The output of this activity will be a competitor matrix along with recommendations. </li></ul><ul><li>Tools & Technology Audit – Our team will learn about Your Company’s current capabilities, limitations, planned initiatives, and workflow issues that may impact the overall Social Media strategy in a technical gaps/requirements document. This includes and is not limited to Web assets, and internal tools and strategies like CRM. In addition, Service Push will recommend best in class tools that would assist in managing business processes when implementing a Social Media strategy. </li></ul><ul><li>Findings & Strategic Recommendations – All of the above would be synthesized into a discrete set of recommendations, a feature list, and an actionable project roadmap. </li></ul>
  11. 11. Discovery Steps & Timeline Actions: Interviews with Stakeholders. Assesses Business Objectives & Priorities. Speak/Survey Customer Perceptions. Business Requirements Documentation & Gap Analysis. Impact Analysis of Gaps. Recommendations for Bridging Gaps. Actions: Monitor all Social Channels for Conversations. See Social Media Channel slide. Establish Baseline Metrics for each Social Media Channel. Social Media Scorecard for Your Company. Baseline Metrics for Social Media Chatter across Networks. Actions: Evaluate all Relevant Social Media Channels. Map Sales, Support, and Marketing Processes to Specific Social Media Actions & Strategy. Assess Value of Strategies. Social Media Matrix with value prioritization. Recommendations for Optimizing Sales, Marketing, and Support with Social Media. Content Strategy. Actions: Conduct an analysis of what competitors are doing online and in the Social Media Space. Document Findings. Competitive Matrix evaluating how Your Company stacks up against Competition in the Digital and Social Media Space. Actions: Evaluation of current Web Tools and CRM Infrastructure at Your Company. Evaluation of Best In Class Social Media Tools to Support a Sales, Customer Support, and Marketing Strategy. Recommendations for Digital Tools for Web Content Management. Tool recommendations for managing Social Media across Sales, Marketing, and Support. Actions: Synthesize all materials and findings. Document Findings in a PowerPoint. Develop 1 – 3 year Social Media Roadmap. Power Point Recommendations with Findings. Social Media Roadmap. Meeting to Review Findings. What We Do? What You Get?
  12. 12. Email Us for More Information <ul><li>Email: [email_address] </li></ul><ul><li>Company Website: </li></ul><ul><li>Product Website: </li></ul><ul><li>Facebook Fan Page: </li></ul><ul><li>Twitter: </li></ul>