social networking in business
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UtilizationofSocial
Mediain BusinessCommunications
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agenda
Brand Awareness
Sales Communication
Product DevelopmentCustomer Communication
Internal Communication
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Brand Awareness and
Social Media use in
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The
C
h
a
ll
e
n
formarketerstoday is thatnewtechnologiesare making it
easier forconsumers toopt out ofviewingadvertisement
s making itharder to reachpeople.
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Benefits of Social MediaAdvertising
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HigherEfficiency
andCost
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Proceed with
Caution!
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Who, Where, and How
JetBlueComcast
Victorias Secret
Cisco
Proctor andGamble
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SALEScommunication
Social Mediause in
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500,000
1,000,000
1,500,000
2,000,000
Dec 2008 Feb 2009 Aug 2009 Dec 2009
Number of Dell Followers on Twitter
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E-commerce storeson
facebookarebecomingmore and more
popular.
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Social Mediause
in
Product
Development
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The Approach
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Teamwork & Internal Steps
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NikeID allowscustomers to fully
customizetheir merchandise
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Customer Communication
Transformation
Customer Interaction to CustomerInvolvement
Brand advocates
Partnership and co-creation
Customer
CommunicationTransformation
Customer Interaction to CustomerInvolvement
Brand AdvocatesPartnership & Co-creation
Social Media use in
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4 k t
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There are 4 key aspects of social CRM including:
Social
Environment
Customer
participationmechanisms
ScalableBusinessIntelligence
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Bothcus omersandbusinesses
canbenefi
tfromusing
Social
CRM 450
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Over450 ZapposemployeeshaveTwitteraccounts
Za os Customer
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social
mediause ininternalcommunication
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revolutiontechnological
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st e P
SDocument
Measure success
Executivesu ort
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now hear this!
Its apleasuredoingbusiness with
you.
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Brand Awareness+ SALES communication+ Product Development
+ Customer Communication+ Internal Communication
____________________________________
ROI
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Team Won
Teaming Process Team Won
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PEOPLEForm -> Norm ->
Perform
PROCESS
Definition -> Agreement -> Follow
TECHNOLOGYCollaboration tools
Identify -> Familiarize ->Use
Team WonVirtual Collaboration Process Model
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that worked!!! Weekly activity review Role and activity definition Explicit definition of individual tasks Need based teleconference BlackBoard collaboration tool Version control Peer review process
that did not!Wimba Pronto
LessonsLearned Identify and document a plan B formajor deliverables as a backup Communication is key Working on a team is more than just
providing a part of a whole. Youneed to support each other
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Resource
shttp://www.investopedia.com/terms/b/brandawareness.asphttp://www.labroots.com/Social_Networking_the_Basics.pdfhttp://www.entrepreneur.com/encyclopedia/term/82660.htmlhttp://www.cyberjournalist.net/infographic-shows-real-value-costs-of-social-media/http://www.syncapse.com/http://mollermarketing.com/2007/02/16/word-of-mouth-advertising-at-its-best-or-worst/http://www.searchenginejournal.com/16-examples-of-huge-brands-using-twitter-for-business/7792/http://www.practicalecommerce.com/articles/1536-Five-Innovative-Facebook-Examples-from
-Ecommerce-Merchants
http://www.zdnet.com/blog/hinchcliffe/using-social-software-to-reinvent-the-customer-relationship/699http://nuonline.neu.edu/webapps/portal/frameset.jsp?tab_tab_group_id=null&url=%2Fwebapps%2F
blackboard%2Fexecute%2Flauncher%3Ftype%3DCourse%26id%3D_1312447_1%26url%3Dhttp://www.thomascrampton.com/social-media/watson-wyatt-social-media/http://blog.sironaconsulting.com/sironasays/2010/03/case-study-of-how-virgin-media-use-social-media
-as-a-key-part-of-their-internal-communications-strat.htmlhttp://mashable.com/2010/06/21/salespeople-social-media/http://simplify360.com/Casestudy_Simplify360/Casestudy_Dell.pdf
http://social-media-optimization.com/2009/02/how-dell-is-using-twitter-to-increase-sale/http://mashable.com/2009/12/08/dell-twitter-sales/http://socialtimes.com/dell-made-6-5m-using-twitter-but-that-has-nothing-to-do-with-small-businesses_b21315http://www.dmnews.com/jcpenney-launches-facebook-e-commerce-store/article/192780/http://thenextweb.com/socialmedia/2010/12/14/jcpenney-launches-its-first-facebook-e-commerce-store/
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