The document discusses social media and social CRM strategies. It provides examples of how Dell leveraged different social media platforms like blogs, forums, Facebook, Twitter, and ideation platforms to engage customers at different levels. It also summarizes Dell's social media policies and workflows. The document outlines Dell's evolution from reactive to proactive social media strategies and how they built online communities around shared interests. It compares old campaign-centric approaches to new community-centric approaches for scaling passion.
Social CRM - Functional Architecture and Interactions FlowFabio Cipriani
Building long-lasting links with customer through innovative experience and co-generating value with them
Topics covered:
- Why Social CRM?
- Functional Architecture
- Flow and Value of Interactions
- What are CRM vendors doing to promote Social experience
- Pre-requisites and business questions
Learn about the foundational components of Social CRM and lays the groundwork required for your company to build and maintain long and valuable
customer relationships. We build a strong case as to why Social CRM is relevant to companies today and why it is one of the most pivotal concepts to understand in business today. It is intended to meet the needs of both someone new to the
concepts, as well those requiring a comprehensive guide. Our hope is that you will find this paper serves as a starting point for your company to begin engaging deeply with your customers.
Kann man mit Social CRM Geld verdienen? Erfahren Sie anhand von 17+1 Unternehmensbeispielen aus dem Geschaeftsalltag moegliche Ansaetze für Ihren persönlichen Geschaeftserfolg mit Social CRM.
Social CRM - Functional Architecture and Interactions FlowFabio Cipriani
Building long-lasting links with customer through innovative experience and co-generating value with them
Topics covered:
- Why Social CRM?
- Functional Architecture
- Flow and Value of Interactions
- What are CRM vendors doing to promote Social experience
- Pre-requisites and business questions
Learn about the foundational components of Social CRM and lays the groundwork required for your company to build and maintain long and valuable
customer relationships. We build a strong case as to why Social CRM is relevant to companies today and why it is one of the most pivotal concepts to understand in business today. It is intended to meet the needs of both someone new to the
concepts, as well those requiring a comprehensive guide. Our hope is that you will find this paper serves as a starting point for your company to begin engaging deeply with your customers.
Kann man mit Social CRM Geld verdienen? Erfahren Sie anhand von 17+1 Unternehmensbeispielen aus dem Geschaeftsalltag moegliche Ansaetze für Ihren persönlichen Geschaeftserfolg mit Social CRM.
Quantifying the Buzz Effect: Integrating Social Media With Loyalty & Defectio...Roni Leibovitch
Measuring Loyalty & Defection of Ford Owners Through Text Mining Social Media: How to identify and qualify comments made through social media outlets, focus on how to attribute those comments to a customer, and ultimately quantify the relationship between those comments and future customer behavior.
A presentation from the Salesforce Dreamforce 2012 conference, showing how service is the new marketing. The presentation offers best practices for social support from Deloitte and from Symantec.
A Collection Of Community Management AdviceMarketwired
A curated collection of answers to several community management questions answered by actual community managers.
Brought to you by Marketwire and TheCommunityManager.com
As with any concept that gets a lot of buzz and attention, Web 2.0 is a catchphrase that marketers, luminaries, and business strategists seem compelled to drop into almost any discussion. Wikis. Blogs. Podcasts. Social networking sites. File sharing. Customer-generated content. These are just some of the hallmarks of the much-talked-about (but little understood) “Web 2.0.” Though Web 2.0 is unlikely to supplant or fundamentally change CRM’s role for financial services companies, CRM and financial services companies alike have a lot they can learn from Web 2.0.
Keys to Community Readiness and Growth ReportLeader Networks
In order to help branded online communities understand the critical success factors, Leader Networks and CMX collaborated on this study. The research examines the organizational people, processes, and technology scenarios that fuel existing or future community initiatives. The result is a data-driven portrait of characteristics that can be used to predict the potential business impact of an online community. Based on the trends of communities deemed “very successful,” this portrait offers an inside look at what separates these communities from the pack and provides a strategic and operational model to emulate.
Pivotal Social CRM enables you to make sense of the vast informational and conversational resources of social networks and apply them in a business context.
Social CRM: The New Rules of Relationship ManagementJeremiah Owyang
18 Use Cases That Show Business How to Finally Put Customers First.
Customers continue to adopt social technologies at a blinding speed – yet organizations are unable to keep up. Why? Rapid adoption of social networking enables users to connect with individuals and communities who share mutual interests, increasingly leaving organizations out of the conversation. Simply hiring more people to keep up with social marketing, sales, and support will not be sufficient, as consumers and their new channels will always outnumber employees. As a result, companies need an organized approach using enterprise software that connects business units to the social web – giving them the opportunity to respond in near-real time, and in a coordinated fashion.
2020 Social Decoding Employee Communities2020 Social
Slides from the 2020 Social workshop on Decoding Employee Communities.
This deck has been used for the following workshops:
- Talk at CII Connect Coimbatore 2010.
Update history:
- March 2010
Kata kerja operasional yang dapat digunakan untuk identifikasi hasil belajar aspek psikomotor yang digunakan pada tugas matakuliah Dasar-dasar Pendidikan MIPA T.A. 20014/2015 mahasiswa Pendidikan MIPA Universitas Muhammadiyah Metro
Presentation prepared for the Sacramento Film Festival. Explains what transmedia is, why it's important to indie filmmakers and how one might start developing an indie transmedia entertainment project
Quantifying the Buzz Effect: Integrating Social Media With Loyalty & Defectio...Roni Leibovitch
Measuring Loyalty & Defection of Ford Owners Through Text Mining Social Media: How to identify and qualify comments made through social media outlets, focus on how to attribute those comments to a customer, and ultimately quantify the relationship between those comments and future customer behavior.
A presentation from the Salesforce Dreamforce 2012 conference, showing how service is the new marketing. The presentation offers best practices for social support from Deloitte and from Symantec.
A Collection Of Community Management AdviceMarketwired
A curated collection of answers to several community management questions answered by actual community managers.
Brought to you by Marketwire and TheCommunityManager.com
As with any concept that gets a lot of buzz and attention, Web 2.0 is a catchphrase that marketers, luminaries, and business strategists seem compelled to drop into almost any discussion. Wikis. Blogs. Podcasts. Social networking sites. File sharing. Customer-generated content. These are just some of the hallmarks of the much-talked-about (but little understood) “Web 2.0.” Though Web 2.0 is unlikely to supplant or fundamentally change CRM’s role for financial services companies, CRM and financial services companies alike have a lot they can learn from Web 2.0.
Keys to Community Readiness and Growth ReportLeader Networks
In order to help branded online communities understand the critical success factors, Leader Networks and CMX collaborated on this study. The research examines the organizational people, processes, and technology scenarios that fuel existing or future community initiatives. The result is a data-driven portrait of characteristics that can be used to predict the potential business impact of an online community. Based on the trends of communities deemed “very successful,” this portrait offers an inside look at what separates these communities from the pack and provides a strategic and operational model to emulate.
Pivotal Social CRM enables you to make sense of the vast informational and conversational resources of social networks and apply them in a business context.
Social CRM: The New Rules of Relationship ManagementJeremiah Owyang
18 Use Cases That Show Business How to Finally Put Customers First.
Customers continue to adopt social technologies at a blinding speed – yet organizations are unable to keep up. Why? Rapid adoption of social networking enables users to connect with individuals and communities who share mutual interests, increasingly leaving organizations out of the conversation. Simply hiring more people to keep up with social marketing, sales, and support will not be sufficient, as consumers and their new channels will always outnumber employees. As a result, companies need an organized approach using enterprise software that connects business units to the social web – giving them the opportunity to respond in near-real time, and in a coordinated fashion.
2020 Social Decoding Employee Communities2020 Social
Slides from the 2020 Social workshop on Decoding Employee Communities.
This deck has been used for the following workshops:
- Talk at CII Connect Coimbatore 2010.
Update history:
- March 2010
Kata kerja operasional yang dapat digunakan untuk identifikasi hasil belajar aspek psikomotor yang digunakan pada tugas matakuliah Dasar-dasar Pendidikan MIPA T.A. 20014/2015 mahasiswa Pendidikan MIPA Universitas Muhammadiyah Metro
Presentation prepared for the Sacramento Film Festival. Explains what transmedia is, why it's important to indie filmmakers and how one might start developing an indie transmedia entertainment project
I am Syed Muhammad Ali, working in the capacity of Sales & Marketing Manager in Bosch Pharmaceutical Pvt Ltd Pakistan. This presentation provide the tips to the new comers for their success.
Best Wishes,
Acuan kata kerja operasional untu aspek afektif pada tugas Dasar-dasar Pendidikan MIPA T.A 2014/2015 mahasiswa pendidikan MIPA Universitas Muhammadiyah Metro
Pada tugas DDP MIPA T.A 2014/2015 dapat memilih KD yang ada pada kurikulum K-13 sebagai berikut. Cantumkan nomor KD yang telah dipilih, pada kolom KD yang ada pada tabel identifikasi.
2020 Social Workshop on Social Media Strategy for CXOs2020 Social
Slides from the 2020 Social workshop on Social Media Strategy for CXOs.
This deck has been used for the following workshops:
- RPG Group, June 2010.
- BIAL, June 2010
Update history:
- June 2010
Social Revolution: Connecting with Today’s CustomerHubSpot
Salesforce.com’s George Hu and HubSpot’s Brian Halligan discuss how your organization can turn the social revolution into a competitive advantage. View the entire webinar: http://www.hubspot.com/new-webinar-revolutionize-sales-and-marketing/
Social Tools for Business: Engage, Optimize, Collaborate
Social computing is pervasive. No matter what you do, social capabilities are now part of it. The question is how "social" fits into your business success and adds value to your daily efforts.
Embracing "socially generated/user-generated" content can benefit your organization both in an outwardly, customer-facing way as well as creating a valuable internal source of knowledge. It's the context behind the content that matters.
This is a presentation given in Atlanta to a group of Chief Marketing Officers and Vice Presidents of Marketing that provided an overview of today's public relations landscape and the role that digital communications plays in it today. As we've seen, the social and digital media landscape has changed the way that organizations communicate, engage and gather their information. Take a look and provide your thoughts or even share some of your best practices!
Where social media is today. Where it's headed. What is HOLDING brands/biz back. Includes a social media maturity framework for digital strategists.
If you download - please add a comment.
Laurie Dillon-Schalk's keynote for IBM's Retail Fall Showcase on Nov. 2nd, 2011
Social Media Governance, Tools and Employee CertificationDell Social Media
Presentation on Dell’s experience with employee training, governance and tools, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
2020 Social Approach to Social Media Marketing for Luxury Brands2020 Social
2020 Social approach deck on how luxury brands are using social networks and online communities to become accessible to fans but still remain exclusive for customers.
2020 Social approach deck on how consumer brands are putting online communities instead of TV commercials at the center of their 360 degree marketing campaigns.
2020 Social Workshop on Social Media for Non-Pofits2020 Social
Slides from the 2020 Social workshop on Social Media for Non-profits.
This deck has been used for the following workshops:
- NASSCOM Foundation workshop, New Delhi, April 2010.
Update history:
- April 2010
2020 Social Workshop on Social Media For B2B Marketers2020 Social
Slides from the 2020 Social workshop on Social Media for B2B Marketers.
This deck has been used for the following workshops:
- NASSCOM Emerge Workshop, New Delhi, April 2010.
Update history:
- April 2010
2020 Social Introduction To Social Media In India2020 Social
Slides from the 2020 Social workshop on Introduction to Social Media in India.
This deck has been used for the following workshops:
- ISB Hyderabad Guest Lecture, March 2010.
Update history:
- March 2010
Slides from the 2020 Social workshop on Decoding Social: How Are Social Technologies Changing Business, Media and Society?
This deck has been used for the following workshops:
- Guest Lecture at MICA, Ahmedabad, March 2010
Update history:
- March 2010
2020 Social builds and nurtures online communities for Indian and international clients to connect their customers, partners and employees, catalyze collaboration and innovation and drive loyalty and advocacy.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
3. Decoding Social
Social
We can look at
networking
social technologies
Blogging By Tool through many
Microblogging
lenses.
Photo-sharing
Consumer Video-sharing Product design
generated Sales and
content marketing
Conversations By Core Decoding By Customer
Collaboration Dynamic Social Function support
Community Public relations
Collective Partner relations
intelligence Employee
Business-to- relations
By Type of business
We like to focus on Organiza- Business-to-
the core social tion consumer
dynamics.
Government
Non-profit
4. Five Core Social Dynamics
Invisible
Collective Intelligence
Ease of Community
Understanding Collaboration
Conversation
Consumer Generated Content
Visible
Easy Ease of Difficult
Implementing
5. Forrester Social Technographics
Forrester Social
Technographics
report categorizes
social media
behavior into
seven groups.
In the US, joiners
are the biggest
group after
spectators.
Source: Forrester Social Technographics
Report, 2009
6. Social Media in India
In India, joiners are the
biggest group after
spectators, but the other Brands in India should use
groups are small. communities, social
games and social contests
30.0
to engage with joiners.
26.0
25.0
20.0
16.0
15.0 13.2
9.5
10.0
3.2 4.2
5.0 2.0 2.8 2.0
1.0
-
Social Professional Customer Microblogging Social voting Video sharing Photo sharing Document Blogging Wikis
networking networking review sharing
Joiners + Critics + Conversatio Collectors + Creators +
Creators + Spectators nalists + Spectators Spectators
Critics + Spectators
Collectors +
Conversatio Source: Monthly unique users in millions
from
nalists
http://vizisense.com ; Forrester Social Technographics
Report
7. Focus on People vs. Content
Most social platforms are
including rich user
profiles, to shift the Instead, content-centric
focus towards people. platforms should build
deep integration with
people-centric platforms.
Focus on Focus on
Content People
9. Dell Hell
Viral campaign
against Dell’s
unresponsive
customer service,
started by
journalist Jeff
Jarvis.
Source: http://buzzmachine.com/archives/cat_dell.html
Disclosure: Dell is a 20:20 Media and 2020 Social client.
10. Social Media Evolution at Dell
1996-97: 2005-06: 2007-08: 2008-09: 2009-10:
Dell Support Dell Hell Ideastorm Digital Dell Outlet
Initiatives
Forum Blogger Employee Nomad on Facebook
Dell outreach Storm Take Your and Twitter
Community Direct2Dell Own Path Social
Forum Dell Go commerce
Green
Involve Dell Reach out Involve Build Use social
Challenges customers in and build consumers communities networks to
support and long-term and of interest trigger sales
product relationships employees in around social
discussions with product and objects
influencers process
innovation
Source: http://slideshare.net/Dell_Inc/blogwell-
cincinnati-april-7-3678335
Disclosure: Dell is a 20:20 Media and 2020 Social client.
11. Consumer Generated Content
Your consumers are
authors, photographers
and filmmakers, all Tap into their
rolled into one. creativity. Ask them to
interpret your brand.
I wrote a
blog post
I love the about it I also
new
designed a
airport!
IX poster
12. Dell Go Green
Dell Go Green is a
consumer
generated content
contest where
consumers submit
ideas to redesign,
reuse of recycle
gadgets to make
them go green.
Source: http://dellgogreen.com
Disclosure: Dell is a 20:20 Media and 2020 Social client.
14. Direct2Dell Blog
One of the most
celebrated
corporate blogs.
Posts about
business,
technology and
consumer trends,
corporate social
responsibility and
business unit
announcements.
Source: http://en.community.dell.com/dell-
blogs/b/direct2dell
Disclosure: Dell is a 20:20 Media and 2020 Social client.
15. Dell SMB on Facebook
Dell’s Small
Business Facebook
page, structured as
a resource for
small businesses to
use social media,
has more than
37,000 fans.
Source: http://www.facebook.com/dellsocialmedia
16. Dell Outlet on Twitter
Dell uses Twitter as
a channel to sell
refurbished
computers to
corporate purchase
managers.
@delloutlet has 1.5
million followers
and has resulted in
sales of more than
$6 million.
Source: http://twitter.com/delloutlet
17. Collaboration
People can help solve
each others’ problems,
if we help them Create rich profiles
connect. and reputation systems
to encourage people to
help each other.
How do I
fix this Let me tell
problem? you how!
18. Dell Support Community
User driven
support community
to increase
customer
satisfaction and
drive down support
costs.
Source: http://en.community.dell.com
Disclosure: Dell is a 20:20 Media and 2020 Social client.
19. Community
Communities come
together around a
shared social object: a Build and nurture a
lifestyle, cause or community platform to
interest. host your customers,
partners, employees,
and evangelists.
Here’s what I am
passionate We have so
I’m
about it too! much in
passionate
common!
about!
20. Dell Digital Nomad
Community built
around the idea of
being a digital
nomad.
Targeted at highly
mobile laptop
users.
Source: http://www.digitalnomads.com/
Disclosure: Dell is a 20:20 Media and 2020 Social client.
21. Dell Take Your Own Path
Community where
users shared
inspiring stories of
entrepreneurship.
Driven by the Dell
SME team.
Now replicated
internationally.
Source: http://takeyourownpath.com
Disclosure: Dell is a 20:20 Media and 2020 Social client.
22. Collective Intelligence
Customers, employees
and partners can give Observe their behavior,
you new ideas and ask for their ideas,
insights. recognize and reward
them for their
contribution.
Here’s
!
Here’s how we
It worked!
an can make
Thank you!
idea! it better!
23. Dell Ideastorm
User driven
ideation
community to
listen to
customer’s ideas
on product
improvement and
new product
development.
Source: http://ideastorm.com/
Disclosure: Dell is a 20:20 Media and 2020 Social client.
24. Dell Employee Storm
Internal ideation
platform to enable
Dell’s worldwide
community of
more than 80,000
employees to post
and discuss ideas
on topics ranging
from product
innovation to
company HR
policies.
Source: http://thesocialworkplace.com/featured/1558/
Disclosure: Dell is a 20:20 Media and 2020 Social client.
25. Social Media Context at Dell
Structure Internal Social Community Role of
workflow media policy Agency
policy
Fitting social Developing Developing Developing Assigning
Challenges
media within workflows for guidelines for guidelines for roles to all
the listening, employees to community stakeholders,
organizational resolving and participate on members to including
structure responding social participate on external
platforms social agency
platforms
hosted by
company
Hub and Radian6 All Public Add local or
Dell’s
spoke model Internal employees community domain
Approach Central blogs and empowered policy for know-how
strategy team community to engage, each Manage
with subject Employee but must community content
matter Storm identify calendar and
experts themselves as workflow
NameatDell
Disclosure: Dell is a 20:20 Media and 2020 Social client.
26. Structure & Stakeholders
All Dell Employees
are encouraged to
blog and tweet
Employees can
blog/ tweet as a
dell representative
by identifying
themselves as
NameatDell
Dell official Twitter
accounts clearly
identify the
employees behind
them.
Source: http://dell.com/twitter
27. Dell Listening & Response Workflow
Source: http://slideshare.net/Dell_Inc/blogwell-
cincinnati-april-7-3678335
Disclosure: Dell is a 20:20 Media and 2020 Social client.
28. Dell Blog Response Checklist
Source: http://www.slideshare.net/Dell_Inc/dell-
outreach-in-the-blogosphere
Disclosure: Dell is a 20:20 Media and 2020 Social client.
29. Dell Social Media Policy
Dell has a public
social media policy
for its employees
http://www.dell.com/content/topics/global.aspx/policy
/en/policy?c=us&l=en&s=gen&~section=019
30. Dell Community Policy
Dell has a public
community policy
for the members of
its community and
support forums.
http://en.community.dell.com/content/TOU.aspx
31. Six Elements of Social Strategy
Context Community Campaigns Content CRM Channel
Creating the Identifying Creating and Creating and Creating Creating
right context evangelists, managing a managing a referral and specific
in terms of social object campaign campaign rewards tactics for
and calendar, to calendar, to programs online and
objectives,
community attract the retain the supported by offline
metrics, platform. interest of interest of reputation channel and
structures, evangelists on evangelists on and integrating
workflows a regular a regular recommendat them.
and policies. basis. basis. ion systems.
33. Old 360° Marketing Campaigns
TV
Step 1: Identify a
brand message that
represents the
brand values
Step 2: Produce a
TV commercial to Digital Print
communicate the
brand message
Step 3: Buy ads to
promote the
message across TV Commercial Radio
In-Store
channels
Step 4: Repeat with
a new TVC with a
different creative
twist on the brand PR & Events Billboards
message
Direct Mail
34. Old 360° Marketing Campaigns
As TVC-centric
campaigns don’t really The brand starts and
build upon previous ends with zero
campaigns… attention in spite of
high ad spends.
The old role of the
campaign was to
Campaign 1 Campaign 2 Campaign 3 maximize reach and
Attention frequency of the
brand message.
Time
35. Saatchi & Saatchi: Lovemarks
Lovemarks are
brands that score
high on both love
and respect
Three ingredients
of love: mystery,
sensuality and
intimacy
Source: http://lovemarks.com
36. Seth Godin: Ideavirus
An ideavirus is an
idea that spreads
on its own, like a
virus.
Similar to the
“contagious idea”
concept from
Publicis
Source: http://www.sethgodin.com/ideavirus
http://contagious-stuff.com
37. Jyri Engestrom: Social Object
People don’t just
connect to each
other. They
connect through a
shared object.
A social object is
an idea that
connects people.
Related to
Gaurav’s
concept of
Ideasliver: a social
object that you
can own.
Source: http://zengestrom.com
http://gapingvoid.com
38. How To Scale Passion?
The BIG question for
organizations in the 21st
century: how to convert Brands can scale the
employees, partners and passion of their evangelists
customers into evangelists? by building and nurturing
(online) communities.
Step 1: Identify Passion Step 2: Ignite Passion Step 3: Scale Passion
Select a BIG lifestyle, Build a focused community Build scale by leveraging
interest, or cause. around it. existing social platforms.
39. New 360° Marketing Campaigns
TV
Step 1: Identify a
big social object
(lifestyle, interest
or cause) that is
connected with the
brand values
Step 2: Build an Digital Print
online community
around the social
object
Step 3: Create a
campaign to
energize evangelists In-Store Community Radio
across channels
Step 4: Repeat with
a connected
campaign around
the same social PR & Events Billboards
object
Direct Mail
40. New 360° Marketing Campaigns
As community-centric
campaigns build upon They add new layers to
the work done in the the community each
previous campaigns… time and grow
attention over time.
Content + Community + CRM
Campaign 3
The new role of the
Campaign 2
campaign is to
recruit evangelists
Campaign 1
Attention into the brand-
hosted community.
Time
41. New 360° Marketing Campaigns
Brands need to commit
to a community-centric Brands need to get
strategy for the long content, community
term to benefit. and CRM right to really
connect campaigns.
Content + Community + CRM Campaign To attract
Calendar evangelists
Campaign 3
Content To retain
Campaign 2 Calendar evangelists
Community To grow
Campaign 1
Attention Platform organically
CRM Program To direct
behavior
Time
43. Pepsi’s Super Bowl Love Affair
Pepsi spent $142
million on Super
Bowl ads in the
last decade
Most Pepsi Super
Bowl ads were full
music videos with
top celebrities
which went viral
with million plus
views on YouTube
Overall, Pepsi
spends more than
half its marketing
budget on TV
Source: http://youtube.com/watch?v=uRu9HO_tIpw
http://www.youtube.com/watch?v=JHboqbcjGSQ
44. The Promise of PepsiCo
In 2009, PepsiCo
committed to the
promise of
“performance with
purpose”:
delivering growth
by investing in a
healthier future
for people and our
planet.
Source: http://pepsico.com, http://pepsico10.com,
http://thepromiseny.com
45. Pepsi: Moments to Movement
Each of our beverage
brands has a strategy
and marketing
platform that will be
less about (creating) a
moment, more about a
movement.
My primary role
involves thinking about
Frank Cooper, “How do we start Bonin Bough,
Chief Consumer integrating social Global Director of
Engagement Officer, media into the overall Digital and Social
PepsiCo organization?" Media, PepsiCo
46. Pepsi Refresh Anthem
In January 2009,
Pepsi launched its
Refresh rebranding
with a ‘Forever
Young’ TVC
featuring Bob
Dylan and
Will.i.am
Every generation
refreshes the
world. Now it’s
your turn.
Source: http://youtube.com/watch?v=MNVxeBglwxo
47. Pepsi Refresh Everything
The earlier version
of the Pepsi
Refresh website
showcased content
and contests that
focused on
refreshing various
aspects of popular
culture.
Source: http://refresheverything.com
48. Pepsi Refresh Studio
In September
2009, Pepsi tied up
with Will.i.am to
launch a contest to
create a user-
generated video
and music track of
the single "La La
La" from LMFAO.
Source: http://ultimaterefresh.com
http://pepsi.realitydigital.net
49. The Pepsi Refresh Project
In January 2010,
Pepsi launched the
Pepsi Refresh
Project with a
budget of $20m and
an intent to support
ideas that refresh
local communities.
Based on the Pepsi
Optimism Project
(POP) Survey
findings: Americans
believe that the
best ideas are more
likely to come from
"normal people" as
opposed to public
figures.
Source: http://refresheverything.com
50. Pepsi Refresh: One People TVC
The One People
TVC for Pepsi
Refresh
aggressively
promoted online.
However, Pepsi let
go of its Super
Bowl opening ad
position for the
first time in 23
years.
Source: http://youtube.com/watch?v=2fS39FitsoQ
51. Pepsi Refresh: Game Mechanics
Up to 1000 ideas
can be submitted
in six categories
each month with
voting in the next
month. Each
month is
effectively a new
campaign.
32 grants of $5k,
$25k, $50k and
$250k, totaling to
$1.3m each month.
Leader board for
the most popular
ideas.
Source: http://refresheverything.com
52. Pepsi Refresh: Ambassadors
Respected thought
leaders from GOOD
act as Refresh
Ambassadors (and
community
managers) in each
category.
Pepsi also tied up
with GOOD, Global
Giving, Do
Something and City
Years as cause
marketing
partners.
Source: http://refresheverything.com
53. Pepsi Refresh: Blog
Written by six
category
ambassadors from
Good.
Blog posts include
a combination of
announcements,
how-to tips, case
studies and
grantee stories to
energize and
educate the
community.
Source: http://refresheverything.com
54. Pepsi Refresh: Showcase
All funded ideas
are showcased and
their progress
tracked on the
idea blog.
Source: http://refresheverything.com
55. Pepsi Refresh: Virality
Contestants can
promote their
ideas via updates
on social networks
like Facebook and
Twitter, or via a
widget on their
blog or website.
The Pepsi Refresh
voting app on
Facebook shows
ideas your friends
support and has
more than 50k
users.
Source: http://refresheverything.com
56. Pepsi Refresh: Brand Website
The Pepsi brand
website promotes
the Pepsi Refresh
Project along with
other current
brand promotions,
most of which are
thematically
related to the
Pepsi Refresh
Project theme.
Source: http://pepsi.com
57. Pepsi Refresh: Facebook
Customized landing
tab on Facebook to
showcase the
highlights of the
project.
Source: http://facebook.com/refresheverything
58. Pepsi Refresh: Facebook
Tab to showcase
MTV VJ’s road trip
across America to
meet the Pepsi
Refresh grant
recipients.
Source: http://facebook.com/refresheverything
59. Pepsi Refresh: Facebook
Tab to showcase
Pepsi Refresh
Celebrity
Challenge where
Demi Moore and
Kevin Bacon
promoted their
favorite causes.
Source: http://facebook.com/refresheverything
60. Pepsi Refresh: One Goal in Mind
In the run up to
the FIFA World
Cup, Pepsi Refresh
tied up with the US
soccer team to run
a contest where
three players
promoted their
favorite ideas
Source: http://ussoccer.com/pepsirefresh
61. Pepsi Refresh: Cherry Goodness
Pepsi Refresh
contest where
consumers can win
$5000 for
themselves and
$5000 to support
their favorite
charity by finding
one of the 100
specially marked
Pepsi Cherry
products.
Source: http://refresheverything.com
62. Pepsi Refresh: Results
Added 200k new
Facebook fans in
Super Bowl week.
Over 500k new
Facebook fans by
end May.
2m registered
users by end-May.
5m unique visitors
a month.
60,000 tweets (175
million Twitter
impressions) by
end-May.
Source: http://refresheverything.com
63. Pepsi Refresh: Canada
Pepsi is now
starting the Pepsi
refresh Project in
Canada.
10 grants of $5k,
$25k, $50k and
$250k, totaling to
$200k each month.
Source: http://refresheverything.ca
64. Six Shifts in 360° Marketing
One: From TVC-centric Content + Community + CRM
campaign to community-
centric campaign
Two: From inside-out brand Campaign 3
message to outside-in
social object Campaign 2
Three: From standalone
campaigns to a series of
campaigns that build upon
Campaign 1
Attention
each other
Four: From standalone
content pieces to
permission-based content
streams
Five: From linear ad-
Time
supported growth to viral
organic growth
Six: From reach and
frequency to participation
65. Six Shifts in 360° Marketing
One: From TVC- From
centric campaign
to community-
centric campaign
To
66. Six Shifts in 360° Marketing
Two: From inside- From
out brand message
to outside-in social
object
To
67. Six Shifts in 360° Marketing
Three: From From
standalone
campaigns to a
series of
campaigns that
build upon each
other
To
68. Six Shifts in 360° Marketing
Four: From From
standalone content
pieces to
permission-based
content streams
To
69. Six Shifts in 360° Marketing
Five: From linear From
ad-supported
growth to viral
organic growth
To
70. Six Shifts in 360° Marketing
Six: From reach From
and frequency to
participation
To
72. Social CRM Use Cases
Marketing Sales Support Innovation Collaborati
on
Brand Identifying Identifying Identifying Profiles,
Insights tracking leads problems trends and groups and
Research ideas activity
communities streams
Changing Converting Solving Acknowledgi Shared
Response medium or leads problems ng ideas workspaces
message
Viral Referral Suggestion Suggestion Blogs and
Proactive marketing campaigns campaigns campaigns wikis
campaigns
Evangelist Evangelist Self-service Ideation Employee
Crowd- communities communities communities communities and partner
sourcing communities
Adapted from: Altimeter Social CRM Use Cases
73. The Social & CRM Sides of SCRM
Some players are
approaching Social CRM
from the Social-side, The Social and CRM
others from the CRM-side. approaches are rooted in
different value systems
and might not converge.
1. Social media 2. Community 3. Community 4. CRM
tools with CRM platforms with platforms with solutions with
features CRM connectors CRM core social features
Hootsuite Jive Salesforce MS Dynamics
Radian6 Lithium RightNow Oracle
Buzzstream ENgage Helpstream
Social CRM
Public Private
Many-to-many One-to-one
Emergent Rule-driven
74. HootSuite
Provides workflow,
analytics, for
teams to manage
multiple Twitter
accounts and
distribute
messages across
multiple networks.
Other features are
influence rating,
custom URL for
analytics, regional
tracking.
Source: http://hootsuite.com/
75. CoTweet
Enable teams to
monitor, manage,
and triage
conversations in
Twitter, analyze
keywords and
trends, assign
updates to team
members and
schedule responses
Source: http://cotweet.com
76. BuzzStream
Lightweight
influencer
relations tool
targeted at SMEs
and agencies.
Keyword tracking,
profiling, contact
management,
workflow
management and
conversation
history.
Source: http://buzzstream.com/social-media
77. BuzzStream Case Study
How can a photo
sharing startup
convince
influencers to
write about its
platform?
Video demo
Source: http://vimeo.com/6163011
78. Radian6
Social media
analytics tool
targeted at
agencies and
enterprises.
Keyword tracking,
sentiment,
analytics,
profiling, workflow
management.
Integration with
Saleforce CRM.
Integration with
Webtrends and
Omniture web
analytics.
Source: http://radian6.com/integration/social-crm
& http://radian6.com/integration/web-analytics
79. Radian6 Case Study 1
How can a
landscaping
company find
“point of need”
sales leads on
Twitter and the
social web?
Screenshot 1 of 4:
Tracking
conversations
related to select
keywords in
Radian6.
Source: http://radian6.com/applications/sales-and-lead-
generation/
80. Radian6 Case Study 1
How can a
landscaping
company find
“point of need”
sales leads on
Twitter and the
social web?
Screenshot 2 of 4:
Syncing contact
record between
Radian6 and
Salesforce.
Source: http://radian6.com/applications/sales-and-lead-
generation/
81. Radian6 Case Study 1
How can a
landscaping
company find
“point of need”
sales leads on
Twitter and the
social web?
Screenshot 3 of 4:
Tracking contact
history in
Salesforce.
Source: http://radian6.com/applications/sales-and-lead-
generation/
82. Radian6 Case Study 1
How can a
landscaping
company find
“point of need”
sales leads on
Twitter and the
social web?
Screenshot 4 of 4:
Tracking impact on
web traffic with
Webtrends &
Omniture.
Source: http://radian6.com/applications/sales-and-lead-
generation/
83. Radian6 Case Study 2
How can a cable
company manage
customer support
in real time?
Screenshot 1 of 4:
Tracking
conversations
related to select
keywords in
Radian6.
Source: http://radian6.com/applications/customer-
service-outreach/
84. Radian6 Case Study 2
How can a cable
company manage
customer support
in real time?
Screenshot 2 of 4:
Identifying
conversations
related to
potential customer
support problems
in Radian6.
Source: http://radian6.com/applications/customer-
service-outreach/
85. Radian6 Case Study 2
How can a cable
company manage
customer support
in real time?
Screenshot 3 of 4:
Assigning problems
to customer
support team using
the workflow
features in
Radian6.
Source: http://radian6.com/applications/customer-
service-outreach/
86. Radian6 Case Study 2
How can a cable
company manage
customer support
in real time?
Screenshot 4 of 4:
Syncing case with
Salesforce CRM and
tracking case
history in
Salesforce.
Source: http://radian6.com/applications/customer-
service-outreach/
87. Sysomos Heartbeat
Social media
analytics tool
targeted at
agencies and
enterprises.
Keyword tracking,
sentiment,
analytics,
profiling, workflow
management.
Integration with
Saleforce CRM.
Source:
http://sysomos.com/products/overview/heartbeat
88. Alterian SM2
Social media
analytics tool
targeted at
agencies and
enterprises.
Keyword tracking,
sentiment,
analytics,
profiling, workflow
management.
Integration with
Alterian Dynamic
Messenger and
Alterian Content
Manager.
Source: http://alterian-social-media.com/Why-
SM2/dynamic-messenger
89. Lithium
Full-featured
enterprise social
computing
platform for large
enterprises.
Deep integration
with Twitter,
Omniture,
Salesforce and
Rightnow.
Source: http://lithium.com/what-we-offer/social-crm-
suite
91. Lithium Case Study 1
How can a gadgets
marketer connect
customer
conversations
across the social
web, ideation
platforms, support
forums and CRM
platforms?
Source: http://youtube.com/watch?v=j1ozGiXSpI0
92. INgage ELAvate
Full-featured
enterprise social
computing
platform for large
enterprises and
government
agencies.
Ideation,
community, public
comment,
marketplace and
mobile solutions.
Deep analytics and
Microsoft Dynamics
CRM integration.
Source: http://ingagenetworks.com/services-elavate-
enterprise
93. Jive Market Engagement
Jive’s social media
monitoring and
response offering,
includes a virtual
war room.
Integrated with
their full-featured
internal
collaboration and
external
community
platform.
Source: http://jivesoftware.com/solutions/market-
engagement
94. Jive Case Study 1
How can a mobile
phone company
connect with its
consumers to
generate ideas for
new products and
features?
Structured ideation
platform to solicit
and select best
customer ideas.
Source: http://sonyericsson.com/se-dot/
95. Helpstream
Community
platform focused
on customer
service.
Social media
monitoring.
Ideas, Q&A and
knowledge bases.
Integration with
Salesforce or
Oracle CRM.
Source: http://www.helpstream.com/site_product/product.html
96. Attensity
Complete suite of
customer
experience
applications for
enterprises, driven
by semantic text
analysis.
Partnerships with
Lithium and
Radian6.
Source: http://attensity.com
97. RightNow CRM
Full suite of social
and community
solutions
integrated with
SaaS-based CRM.
Support,
innovation and
customer
communities.
Social media
monitoring.
Source: http://rightnow.com/cx-suite-social-
experience.php
98. Salesforce Service Cloud
Full suite of social
and community
solutions
integrated with
SaaS-based CRM.
Community
features like ideas
and answers.
Integration with
knowledge base
and CRM.
Deep Twitter
integration.
Force.com and
Facebook API.
Source: http://salesforce.com/in/crm/customer-service-
support/
99. Chatter Collaboration Cloud
Facebook for the
enterprise.
Members can
create personal
profile, public
groups, monitor
projects and share
content.
Integration with
Twitter and
Facebook.
Source: http://salesforce.com/in/chatter/apps/
100. Chatter Collaboration Platform
APIs for developers
to create new
social applications
connected with
Chatter.
Source: http://salesforce.com/in/chatter/platform/
101. Salesforce Case Study 1
How can a coffee
chain collaborate
with its consumers
to co-create new
products and
services?
Structured ideation
platform to solicit
and select best
customer ideas.
Source: http://mystarbucksidea.force.com/
102. Salesforce Case Study 2
How can a
computer vendor
engage its
customers to get
ideas for new
products and
improvements on
existing products?
Structured ideation
platform to solicit
and select best
customer ideas.
Source: http://ideastorm.com
103. Salesforce Case Study 3
How can a shoe
manufacturer
involve its
consumers to
create new designs
and products?
Structured ideation
platform to solicit
and select best
customer ideas.
Source: http://crocsideas.force.com/
104. Apirio
Offers products
and services that
help firms using
the Force.com
platform to
integrate their
communities with
Facebook, Amazon
Web Services and
Google Apps.
Source:
http://appirio.com/products/CloudConnect_facebook.ph
p
105. Apirio Case Study 1
Custom Facebook
application
powered by
Salesforce to drive
and measure word-
of-mouth referrals
in a Starbucks
campaign to
encourage
volunteerism.
Source:
http://appirio.com/products/rms/viralmarketing_demo/
viralmarketing_demo.htm
106. Apirio Case Study 2
Custom Facebook
application
powered by
Salesforce to use
and measure word-
of-mouth referrals
in a Mark campaign
to encourage
product referrals.
Source: http://apps.facebook.com/meetmark/home.do
107. SocialCRMTools
Salesforce
application to
manage contacts
and conversations
on Twitter,
Facebook and
LinkedIn.
Source: http://socialcrmtools.com/
110. The Experience Ecosystem Toolkit
The toolkit for creating
Salesforce seems to be
a talkworthy
best positioned to offer
experience ecosystem
an end-to-end solution.
is coming together.
The Conversation Feedback Loop
Social Media Social Collaboration Social Commerce Community
Analytics Applications Solutions & CRM Solutions Platforms
Solutions
Listening Sharing Collaborating Converting Energizing
Profiling Connecting Co-creating Supporting Retaining
Radian6 Facebook API SocialText Bazaarvoice Jive
Sysomos OpenSocial API Chatter SF Sales Cloud Lithium
Alterian SM2 Twitter API Accept Ideas RightNow INgage
Buzzstream LinkedIn API SF Service Cloud Helpstream
Talkworthy Experience Ecosystem