Discovering New Insights into the Social

Customer with SAP

Social Customer Engagement Index Survey

Todd Wilms - SAP

Panelists:

Brent Leary – Analyst/CRM Essentials

Frank Eliason - Citi

Joe Rohrlich - BazaarVoice

Robin Carey – Social Media Today

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The 2012 Social Customer Engagement Index

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Pivot Partnership: Infographic

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Todd Wilms – SAP Social Media Leader, Forbes Blogger

Brent Leary Frank Eliason Joe Rohrlich Robin Carey

Brent Leary is a

CRM industry

analyst, advisor,

author, speaker

and award winning

blogger. He is co-

founder and

Partner of CRM

Essentials LLC

SVP of Social Media

for Citibank in New

York. Lives in

Philadelphia and on

Board of Directors for

both the Council of

Better Business

Bureaus and the

Society of Consumer

Affairs Professionals

Joe Rohrlich leads

the East Coast and

CPG Client Success

practices at

Bazaarvoice.

Partners with leading

brands including

P&G, 3M, Samsung,

and L'Oreal

Robin Carey is the

co-founder and

CEO of Social

Media Today, LLC,

a blogging network

that assembles the

world’s best

thinkers on

business and

public policy.

Topics

Conflict

Branded Communities

Multi-Channel Engagement

Teams or Culture

Topic 1: Conflict Why aren’t companies betting with their pocketbook?

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Over 71.2% use

social for their

customer interactions

68.5% say social has

positive or higher impact

on addressing customer

needs

vs.

77.6% budget less

than $50k for social

initiatives

Topic 2: Branded Communities Should you move the conversation into a managed space?

9

Branded Communities

come in 3rd, but

considered the most

effective channel for

companies using social

for 2 years or more

Topic 3: Multi-Channel Are we keeping up with consumers expectations?

11

44.8% of companies

do not have mobile

solutions to engage their

customers

48.7% have no plans

to invest in mobile

solutions over the next

12 months

Topic 4: Teams Should you create “social teams” or is this everyone’s responsibility?

13

33.6% of companies

have a dedicated social

team for customer care

31.4% say

‘management buy-in’

biggest obstacle for

engaging customers on

social platforms

Thank You