1.
Michael Fauscette,
Group Vice President, Software Business Solutions
©Copyright 2010 IDC
2010 IDC 7-10

2.
Know when a customer
What if?... is becoming an
influencer / advocate
BEFORE it happens?
Know what a customer is
likely to buy BEFORE
Know what marketing
asking?
messages an individual
customer will respond
Know when a customer to…
is likely to defect
BEFORE it happens?
© 2010 IDC 7-10

3.
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4.
Data
© 2010 IDC 7-10

5.
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6.
Information
© 2010 IDC 7-10

7.
© 2010 IDC 7-10

8.
Socialytics
© 2010 IDC 7-10

9.
The Intersection of:
CRM Social
Data
Web
Analytics
© 2010 IDC 7-10

10.
Listening…
© 2010 IDC 7-10

11.
Listening…
 Compliments
 Complaints
 Questions
 Problems
 Competitors
 Crisis
 Influencer
 Voice of the Crowd
 Opportunity / Needs
© 2010 IDC 7-10

12.
Track… • Positive Mentions
• Length / Span of Travel
• Conversation
• Synchronization
• Tally
• Sentiment
• Activation
© 2010 IDC 7-10

13.
Metrics – measuring success
SOCIAL
METRICS
#
ac/ve
members
#
site
visits
#
member
posts
 Influence
 Engagement #
event
 Revenue registra/ons
 Costs
 Margin #
answered
ques/ons
© 2010 IDC 7-10

14.
Activity
Engagement
New Business
© 2010 IDC 7-10

15.
Reactive
Versus
Predictive
© 2010 IDC 7-10

16.
© 2010 IDC 7-10

17.
Monitoring
Decision Support
Creating actionable insight!
© 2010 IDC 7-10

18.
What’s happening?
What some of the vendors are doing…
© 2010 IDC 7-10 18

19.
© 2010 IDC 7-10

20.
 Increase # of prospects
 Find links to decision-
makers
 Strength / weakness of
relationships
 Change in urgency
© 2010 IDC 7-10

21.
Power of Community + Predictive Decision Support
© 2010 IDC 7-10

22.
http://www.idc.com/research/socialbusiness.jsp
© 2010 IDC 7-10

23.
Contact
Michael Fauscette
mfauscette@idc.com
Twitter: @mfauscette
Blog: www.mfauscette.com
© 2008 IDC
© 2010 IDC 7-10