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Michael Fauscette,
Group Vice President, Software Business Solutions




 ©Copyright 2010 IDC
  2010 IDC                                          7-10
Know when a customer
 What if?...                        is becoming an
                                    influencer / advocate
                                    BEFORE it happens?

       Know what a customer is
       likely to buy BEFORE
                                    Know what marketing
       asking?
                                    messages an individual
                                    customer will respond
             Know when a customer   to…
             is likely to defect
             BEFORE it happens?


© 2010 IDC                                                  7-10
© 2010 IDC   7-10
Data




© 2010 IDC          7-10
© 2010 IDC   7-10
Information

© 2010 IDC                 7-10
© 2010 IDC   7-10
Socialytics




© 2010 IDC    7-10
The Intersection of:


               CRM           Social
                             Data


                       Web
                     Analytics



© 2010 IDC                            7-10
Listening…
© 2010 IDC                7-10
Listening…

              Compliments
              Complaints
              Questions
              Problems
              Competitors
              Crisis
              Influencer
              Voice of the Crowd
              Opportunity / Needs
© 2010 IDC                           7-10
Track…       • Positive Mentions

             • Length / Span of Travel

             • Conversation

             • Synchronization

             • Tally

             • Sentiment

             • Activation

© 2010 IDC                               7-10
Metrics – measuring success

                SOCIAL	
  METRICS	
  
                #	
  ac/ve	
  members	
  
                #	
  site	
  visits	
  
                #	
  member	
  posts	
  
  Influence
  Engagement   #	
  event	
  
  Revenue      registra/ons	
  
  Costs
  Margin       #	
  answered	
  
                ques/ons	
  

© 2010 IDC                                  7-10
Activity


             Engagement

                New Business
© 2010 IDC                     7-10
Reactive
                   Versus
                            Predictive
© 2010 IDC                           7-10
© 2010 IDC   7-10
Monitoring




                     Decision Support


             Creating actionable insight!
© 2010 IDC                                  7-10
What’s happening?
What some of the vendors are doing…




© 2010 IDC                            7-10 18
© 2010 IDC   7-10
 Increase # of prospects
 Find links to decision-
makers
 Strength / weakness of
relationships
 Change in urgency
 © 2010 IDC                 7-10
Power of Community + Predictive Decision Support


© 2010 IDC                                       7-10
http://www.idc.com/research/socialbusiness.jsp
© 2010 IDC                                                    7-10
Contact

Michael Fauscette

mfauscette@idc.com

Twitter: @mfauscette
Blog: www.mfauscette.com




© 2008 IDC
 © 2010 IDC                7-10

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Socialytics: Using Social Data for More Effective Sales, Marketing & Customer Service