The ROI of Social Media - Follow the white rabbit

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The ROI of Social Media - Follow the white rabbit

  1. We‘re not in Wonderlandanymore, Alice<br />Rick Mans - Social Media Lead<br />
  2. Follow the white rabbit<br />
  3. Like slide from scot CFA<br />Thisonitself is not ROI<br />
  4. Thisonitself is not ROI<br />
  5. It is very easy to take more thannothing<br />
  6. ROI is notthatdifficult<br />ROI = (Gains – Investment) <br />Investment<br />
  7. A negative ROI canbegood<br />
  8. Offwith her head<br />
  9. ROI is only about financial efficiency<br />
  10. Goals are the core formeasuring ROI <br />
  11. Youshould go beyondjust ROI<br />
  12. A holistic view is required<br />
  13. Consulting models ahead<br />
  14. What is the benefit of a wiki?<br />
  15. What is the benefit of Social CRM?<br />Direct benefits<br />Indirect benefits<br />Operational cost savings<br />Increased revenues<br />Consumer satisfaction , retention<br />Brand value<br />Business areas<br />Marketing, brand equity and communication<br /><ul><li>Aligning social media and traditional marketing
  16. Rapid social marketing response
  17. Reactive brand monitoring
  18. Proactive brand planning and positioning</li></ul>Consumer insight<br /><ul><li>Company wide aligned SM model
  19. Campaign insight</li></ul>Sales & Transactions<br /><ul><li>Sales demand & forecasting accuracy
  20. Sales driven cross-sell & up-sell</li></ul>Innovation and product development<br /><ul><li>Existing product enhancement
  21. Identification of product quality issues </li></ul>Customer service<br /><ul><li>Improved first contact resolution
  22. Proactive support response on social media channels
  23. Key influencer engagement</li></ul>Recruiting & HR<br /><ul><li>External recruitment efficiency</li></ul>18<br />
  24. What is the benefit of blogging?<br />Capability<br />Activity<br />Impact<br />Example Measures<br />Example Outcomes<br />Improves image and market presence<br />Sentiment on Social Media Channels<br />Improvement in positive sentiment of corporate image and presence<br />External Blog<br />Provides high quality content<br />Demonstrates thought leadership on innovation<br />Innovative efficiencies / new products<br />Increase in Innovative efficiencies / new products<br />Employee recruitment<br />Annual improvement in recruitment<br />
  25. Findyour white rabbit<br />ROI is just<br />one of the metrics<br />
  26. Your contact:<br />Rick Mans<br />Phone: +31 6 51 21 01 44<br />E-Mail: rick.mans@capgemini.com<br />Twitter: http://twitter.com/rickmans<br />LinkedIn: http://nl.linkedin.com/in/rickmans<br />
  27. Ifyoulikedthispresentation, youmightlikethis content as well<br />Rick Mans & Joël van Gogh - Social Business Transformation How customers change your enterprise DNA<br />http://www.nl.capgemini.com/expertise/publicaties/social-business-transformation/<br />
  28. SocialTransformationStrategies<br />

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