What is Your Organization's level of Social Media Maturity

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4 Levels ofSocial Media Maturity

Where is your organization?

Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.

December 2010

Don [email protected]

SOCIAL BUSINESS COLLABORATION

mailto:[email protected]

2Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

Presentation Purpose


• Want to help your organization along the social maturity path? This presentation will introduce you to some of the critical ideas, tools and best practices for helping develop your social business collaboration strategy and help you better support your social customer.

• For more detailed information and to get your questions answered about social crm, join us at the BrightTalk Social CRM Summit on December 14th at 10am http://www.brighttalk.com/webcast/24021


Social Media Analytics MaturityWhere are you today?

Where do you want to go?


ROI

MaturitySocial Business

CollaborationMonitoring Research

Social Targeting& Data Mgmt.


First Level – Monitoring


• Are you using a tool to listen to what your customers, prospects, and market influencers are saying online?

• Are you using these findings to help you better relate to your customers/prospects?

Tools• Keyword search tools are easy to set up and use

– require a lot of manual reading/annotation to gain insight.

– Struggle with the volume of data to deliver intelligent data about customers

• Good introduction to social media conversations


The software should automate your ability to identify emerging consumer desires, and to track your ability to change them

The platform should help you conduct both open-ended and closed-ended analysis to better identify and interpret consumers’ attitudes, beliefs, and behaviors

The Platform should support the following tasks to most effectively and efficiently integrate into your Social Business Collaboration Systems:

• Topic Setup and Configuration• Organic Insight Discovery• Dimension Creation for Repeatable Metric Measurement• Scheduler for comprehensive data-feed integration into relational

databases

Key Functionality for Listening Platform



Second Level – Research


• Are you conducting social research to inform your strategy– Integrating social media insights into your

communications, advertising or customer serviceTools• Sophisticated analytic tools

– Translate insights into recommendations for changes/adjustments to your strategy

– Uses advanced forms of semantic filtering to blend qualitative and quantitative research

• Required foundation for Social Business Collaboration


Third Level – Social Targeting & Data Management


• Are you improving the knowledge you have about your customers by appending listening-based insights and data within your CRM database? – Capture new prospects using a wide social media net to

identify people interested in your market, solution, product or offering

Critical features • Real-time semantic filtering-based text mining and analytics

across both social and private data sources

• Process-centric customer, prospect and influencer based social outreach

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Social Targeting Better communicate with

new prospects and existing customers…

Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

Targeting New ProspectsIdentify prospects engaging in online conversations in categories to support highly targeted social outreach programs. In the future, map profiles to emails/cookies to support targeted digital display advertising and outbound email campaigns

Listening to Existing CustomersClients provide digital/social profiles of their current customers, so they can listen comprehensively to this Audience’s current and historical conversations to give unique insights for both macro Audience segments and individual customers/prospects to enable better targeting

and continue to evolve and know your customers and prospects more deeply



Fourth Level – Social Business Collaboration


• Are you following best practices for engaging with your customers, prospects and influencers?– Measuring what’s working and what’s not so you can

learn and adjust your engagement processes and efforts?

Critical Features• Augment existing CRM database to append online/social

media data• Introduce new transactional-oriented central data

repository to feed their engagement/measurement system


Has your answer changed?


• Want to know how to evolve your organization’s social business collaboration?

• Want to better understand the steps to implementing a social business collaboration strategy?

• Confused about the difference between Listening and Monitoring?

• Interested in predictive analysis for social media and the growing influence of the social customer.

Join us at the BrightTalk Social CRM Summit on December 14th at 10am http://www.brighttalk.com/webcast/24021 or contact me jennifer dot roberts @ collectiveintellect.com

http://www.brighttalk.com/webcast/24021

http://www.brighttalk.com/webcast/24021


Value comes with Social MaturityWhere are you today?

Where do you want to go?


ROI

MaturitySocial Business

CollaborationMonitoring Research

Social Targeting& Data Mgmt.

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The Evolution of Social Business Collaboration Solutions

Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.

December 2010

Don [email protected]


mailto:[email protected]

What is Your Organization's level of Social Media Maturity

Technology

Transcript of What is Your Organization's level of Social Media Maturity