Presentation detailing the basics of what social media is, what the basic fundamentals are to understanding how to use it effectively. & a brief introduction into what Social CRM is, and how your business should start implementing it.

9.  Participation: social media encourages
contributions and feedback from
everyone who is interested. It blurs the line
between media and audience.
 Openness: most social media services are
open to feedback and participation. They
encourage voting, comments and the
sharing of information. There are rarely any
barriers to accessing and making use of
content– password-protected content is
frowned on.

10.  Conversation: whereas traditional media is about
“broadcast” media social media is better seen as a
two-way conversation.
 Community: social media allows communities to
form quickly and communicate effectively.
Communities share common interests, such as a
love of photography, a political issue or a favorites
TV show.
 Connectedness: Most kinds of social media thrive
on their connectedness, making use of links to
other sites, resources and people.

11. Search
Social
Publishing
Networking
Photo, Audio &
Geo-tagging
Video
Social
Media
Virtual
Microblog
Worlds/Gaming
Aggregators
Interpersonal
RSS
Productivity
apps

13.  New products,  Comment on
updates another blogs topic
 New projects
 Advancement in
tech
 Lists of ideas, trends
etc
 Top 10 XYZ
 List of relevant links
 Answer a Question

14.  A corporate weblog is published and used by an
organization to reach its organizational goals. The
advantage of blogs is that posts and comments are
easy to reach and follow due to centralized hosting
and generally structured conversation threads.
Currently, all major browsers (including Firefox,
Opera, Safari and Internet Explorer 7) support RSS
technology, which enables readers to easily read
recent posts without actually visiting the blog, which
is very useful for low-volume blogs. [1]
 Although there are many different types of
corporate blogs, most can be categorized as either
external or internal.

15.  It is interactive, two way flow of
communications.
 It is written in a conversational tone
 Is updated frequently
 Is part of a social network
 Creates a relationship with readers & Metisc
 Creates a transparency between
customers, clients & Metisc
 Passion Sells,
 Humanizes Metisc

16.  Be Transparent
 Be Authentic
 Get inside your blog readers mind
 Solicit feedback
 Don’t be offensive or take public risks on
content
 Create engaging, fun and interesting
content. If your board writing it don’t
post it

19. • Micro-blogging service.
• You sign up and give yourself an
identity such as mine
Twitter.com/missCRMpixie.
• You can then post 140 character
text messages which may include
hyperlinks, images etc.
• You “Follow” users and they can
follow you back”.
• Every Twitter member can pass on
or „retweet‟ other messages so that
the reach of what you have to say
is potentially huge and global.

20. Setting up a Effective
Twitter Profile
• Use an eye catching & professional background.
• Write an interesting bio.
• Do not write “looking for a job” in the bio.
• Share useful & engaging information such as opinions, links,
photos, quotes etc.
• Join a conversation, start a conversation
• Use a good-looking, professional, interesting avatar

21. No No‟s of Twitter
• Don't say anything that could get you fired or prevent you
from getting a job.
• Don't live-tweet TV shows, #spoiler doesn‟t spot people
reading your tweets
• Don't forget the Twitter lingo: RT is retweet, and @name is
how you respond or give props to someone. Feel free to be
generous with both your RTs and your @s.
• Don't tweet drunk! Ever, this could and often is disastrous

23. No No‟s of Twitter
• Don't tell us about something cool or life-changing without a
link or picture
• Don't retweet something and leave off the original Twitter
poster
• Don't ignore people who send you a direct message or a
reply
• Don't #hashtag every topic. After a while, your topics will be
ignored.
• Don't whine about people not following you,

24. Ask
Questions,
Discover new
trends, sites, Get
news and directions
gossip.
Raise
awareness
Ask for
about
Twitter
advice
something
INTERESTING
Promote your
projects,
events, Networking
products and
updates
Personal Give
branding Feedback

26. What is LinkedIn?
• Social Networking site for business professional.
• LinkedIn is the most restrictive social network.
• Built on the 6 degrees of separation concept (but only uses
three)
• Only members who are in direct contact can message each
other, if you want to meet someone outside your “circle” you
need to be introduced.
• LinkedIn Groups is a great area to look for work, which isn‟t
on sites such as Seek & Career One

30. Join groups
Invite friends, family,
colleagues, vendors…
Use all the varieties of
LinkedIn search
Use Google search – It
searches all of LinkedIn

37. The traditional customer is the one we all were as recently
as a decade ago. We bought products and services and
based our decisions on utility and price. We communicated
with the companies we were dealing with by letter, phone
call, and occasional e-mail, if they had the facility to do
that. But that customer changed because of a social change
in the early part of the millennium. The customer seized
control of the business ecosystem and it was never the
same.“
~ Paul Greenberg, Author of CRM at the Speed of Light

38.  Fastest growing sector for Internet use is
communities (5.4% in a year)
 Member communities reach more internet users
(66.8%) than email (65.1%) (Nielsen “Global Faces
on Networked Places”)
 By 2010 over 60% of Fortune 1000 companies will
have some form of online community deployed for
CRM purposes (Gartner Group – “Business Impact
of Social Computing on CRM)

40. Slide by

41. Slide by

43. “By 2010 more than half of companies that
have established an online community will fail
to manage it as an agent of change, ultimately
eroding customer value. Rushing into social
computing initiatives without clearly defined
benefits for both the company and the
customer will be the biggest cause of
failure.”
~ Gartner Group

46. Created by Jeremiah Owyang and
Ray Wang from Altimeter Group

47. Dr. Natalie Petouhoff,

48. Dr. Natalie Petouhoff,

57.  Social CRM starts before social media
 As with E2.0, we are just scratching the surface
 Time to start looking deeper and beyond just social
tools. Time to start looking at business integration and
strategy (let’s get real)
 Technology is an enabler but SCRM is a strategy
 SCRM is an evolution of CRM, not a replacement
 Frameworks and models are still adapting and changing
(and this will continue)
 Find what works for your company
 End game should be to develop a social business
 There is still a long road ahead