social media 102 battle plan
DESCRIPTION
my slides from then LiNC 2010 presentationTRANSCRIPT
SOCIAL MEDIA 102 BATTLE PLAN
HOW TO BUILD A SUSTAINABLE BATTLE PLAN TO GROW YOUR SOCIAL MEDIA INVESTMENT AND BECOME A SOCIAL
BUSINESSCOLLABORATIVE ENTERPRISE
NOT REALLY THIS COMPLICATED
PARADIGM OR GENERATIONAL SHIFT
loyaltyeconomy
internetwww
personalcomputes
socialevolution
serviceeconomy
19
60
s
19
70
s
19
80
s
19
90
s
20
00
s
baby boomers generation x generation y
generational generational generationalparadigm paradigm
CRMsocial
CRM
traditional 1:1 relationship
socially augmented 1:m:1 relationships
SHIFTING INTERACTION MODELS
let’s check where we are
#1 – social is customer centric
#2 – it pays to become social
#3 – goals are adjustable
social media 101 is done – now what?
THE NEW SCRM
salesmarketin
gcustomer service
channels
c p e
legacysystems
datawarehouse
erp cloud
m
m - communityc –customerp –partnere - employee
feedbackmanageme
nt
social business rules
p
m
A SOCIAL BUSINESS MODEL
so… how about that battle plan?
SOCIAL MEDIA 102 BATTLE PLAN
com
mu
nit
ies
collaborative enterprisesocial businessbusiness 1.0
soci
al m
ed
ia
corporate goals
customer centric
BATTALION OF COMMUNITY FOCUS
community focus
customer
customer jobs
TANK FLANK OF INVESTMENT LEVERAGE
com
mu
nity
chan
nel
rule
s
biz
fun
ction
com
mu
nit
y
chan
nel
rule
s
biz
fun
ctio
n
clie
nt
faci
ng o
pera
tion
sin
tern
al o
pera
tions
the collaborative enterprise
ADDITIONAL COMMUNITIES PLATOON
“NO PLAN OF OPERATIONS EXTENDS WITH CERTAINTY BEYOND THE FIRST
ENCOUNTER WITH THE ENEMY’S MAIN STRENGTH”
bottom line – feed on the success
confused?