My presentation to Social Media Club Orlando. There were 5 panelists, and each was given 10 minutes to present a metric of their choice, one which each felt was the most important. I chose revenue, as at the end of the day, that's the only one that truly matters. If you are looking for a great presentation on the topic, see Olivier Blanchard's: Basics Of Social Media Roi found at: http://www.slideshare.net/thebrandbuilder/olivier-blanchard-basics-of-social-media-roi.

1. Social Media Metrics for ROI
June 8, 2010
Social Media Club - Orlando
Murray Izenwasser
@murrayiz
www.ContactMurray.com
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without express permission. All rights reserved
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2. If you like
what you
hear,
please
Tweet
Post
Blog
about it
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3. So,
Who
Is
this
Guy?
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without express permission. All rights reserved
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4. Revenue
(the only
metric that
really
matters)
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5. Very Much!
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without express permission. All rights reserved
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6. Oh, You
Want to
Know How?
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without express permission. All rights reserved
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7. Quick Question
How are you
measuring
marketing
success now?
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without express permission. All rights reserved
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8. With One Of These?
– Pageviews – Referral likelihood products from community vs.
– Unique visitors – Relevance of content, traditional sources
– Members connections – Retention/Employee turn over
– Posts (ideas/threads) – Cost per number of engaged – Time to hire
– Number of groups prospects – Prospect identification cost
(networks/forums) – Number of leads/period – Prospect to hire conversion
– Comments & Trackbacks – Number of qualified rate
– Tags/Ratings/Rankings leads/period – Hiring cost
– Time spent on site – Ratio of qualified to non- – Training cost
qualified leads – Time to acclimation for new
– Contributors
– Cost of lead employees
– Active contributors
– Time to qualified lead – New 'friends' after 30/60/90
– Word count
– Lead conversion days
– Referrals
– Number of pre-sales reference – Number of friends met online
– Completed profiles calls (to other customers) that users have met offline
– Connections (between – Average new revenue per – Number of friends met online
members) customer that member has subsequently
– Ratios – Lifetime value of customers collaborated with
– Member to contributor
– Posts to comments – Customer satisfaction – Number of ideas that the user
– Completed profiles to posts
– Number of initiated support has gotten and then used in
– Periods their work
– By day tickets per customer per period
–
–
Week
Month
– Support cost per customer in – Net Promoter Score
– year community – Meme Lifecycle
– Frequency – Product Development – Number of mentions (tracked
– of visits
– Number of new product ideas via web or blog search engines)
– Posts
– Comments
– % of ideas from customers / – Positive/Negative listing ratios
– Satisfaction prospects / community on major search engines
– Affinity – Idea to development initiation http://www.thesocialorganization.com/social-
– Quality and speed of issue cycle time media-metrics.html
resolution – Revenue/Adoption rate of new http://www.interactiveinsightsgroup.com/blog
1/social-media-metrics-superlist-
measurement-roi-key-statistics-resources
© Biztegra, Inc. May not be Reproduced in whole or part,
without express permission. All rights reserved
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9. Quick Question
What
would you
base an
employee’s
pay on?
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without express permission. All rights reserved
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10. One Of These?
– Pageviews – Referral likelihood products from community vs.
– Unique visitors – Relevance of content, traditional sources
– Members connections – Retention/Employee turn over
– Posts (ideas/threads) – Cost per number of engaged – Time to hire
– Number of groups prospects – Prospect identification cost
(networks/forums) – Number of leads/period – Prospect to hire conversion
– Comments & Trackbacks – Number of qualified rate
– Tags/Ratings/Rankings leads/period – Hiring cost
– Time spent on site – Ratio of qualified to non- – Training cost
qualified leads – Time to acclimation for new
– Contributors
– Cost of lead employees
– Active contributors
– Time to qualified lead – New 'friends' after 30/60/90
– Word count
– Lead conversion days
– Referrals
– Number of pre-sales reference – Number of friends met online
– Completed profiles calls (to other customers) that users have met offline
– Connections (between – Average new revenue per – Number of friends met online
members) customer that member has subsequently
– Ratios – Lifetime value of customers collaborated with
– Member to contributor
– Posts to comments – Customer satisfaction – Number of ideas that the user
– Completed profiles to posts
– Number of initiated support has gotten and then used in
– Periods their work
– By day tickets per customer per period
–
–
Week
Month
– Support cost per customer in – Net Promoter Score
– year community – Meme Lifecycle
– Frequency – Product Development – Number of mentions (tracked
– of visits
– Number of new product ideas via web or blog search engines)
– Posts
– Comments
– % of ideas from customers / – Positive/Negative listing ratios
– Satisfaction prospects / community on major search engines
– Affinity – Idea to development initiation http://www.thesocialorganization.com/social-
– Quality and speed of issue cycle time media-metrics.html
resolution – Revenue/Adoption rate of new http://www.interactiveinsightsgroup.com/blog
1/social-media-metrics-superlist-
measurement-roi-key-statistics-resources
© Biztegra, Inc. May not be Reproduced in whole or part,
without express permission. All rights reserved
www.contactmurray.com

11. Probably
Not
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without express permission. All rights reserved
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12. You May Be
Asking…
Um, Then
How?
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without express permission. All rights reserved
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13. Establish a
Baseline
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without express permission. All rights reserved
www.contactmurray.com

14. With All Of These
– Pageviews – Referral likelihood products from community vs.
– Unique visitors – Relevance of content, traditional sources
– Members connections – Retention/Employee turn over
– Posts (ideas/threads) – Cost per number of engaged – Time to hire
– Number of groups prospects – Prospect identification cost
(networks/forums) – Number of leads/period – Prospect to hire conversion
– Comments & Trackbacks – Number of qualified rate
– Tags/Ratings/Rankings leads/period – Hiring cost
– Time spent on site – Ratio of qualified to non- – Training cost
qualified leads – Time to acclimation for new
– Contributors
– Cost of lead employees
– Active contributors
– Time to qualified lead – New 'friends' after 30/60/90
– Word count
– Lead conversion days
– Referrals
– Number of pre-sales reference – Number of friends met online
– Completed profiles calls (to other customers) that users have met offline
– Connections (between – Average new revenue per – Number of friends met online
members) customer that member has subsequently
– Ratios – Lifetime value of customers collaborated with
– Member to contributor
– Posts to comments – Customer satisfaction – Number of ideas that the user
– Completed profiles to posts
– Number of initiated support has gotten and then used in
– Periods their work
– By day tickets per customer per period
–
–
Week
Month
– Support cost per customer in – Net Promoter Score
– year community – Meme Lifecycle
– Frequency – Product Development – Number of mentions (tracked
– of visits
– Number of new product ideas via web or blog search engines)
– Posts
– Comments
– % of ideas from customers / – Positive/Negative listing ratios
– Satisfaction prospects / community on major search engines
– Affinity – Idea to development initiation http://www.thesocialorganization.com/social-
– Quality and speed of issue cycle time media-metrics.html
resolution – Revenue/Adoption rate of new http://www.interactiveinsightsgroup.com/blog
1/social-media-metrics-superlist-
measurement-roi-key-statistics-resources
© Biztegra, Inc. May not be Reproduced in whole or part,
without express permission. All rights reserved
www.contactmurray.com

15. Start Your Programs
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without express permission. All rights reserved
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16. Track Everything
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without express permission. All rights reserved
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17. Create Activity Timelines
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without express permission. All rights reserved
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18. Look At
Revenue
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without express permission. All rights reserved
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19. Match It All Up
How was this group
Touched by SM?
Before After
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without express permission. All rights reserved
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20. Easy, Peasy, Lemon
Squeezy?
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without express permission. All rights reserved
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21. A Great Little Presentation
(special thanks!)
http://www.slideshare.net/thebrandbuilder/olivier-blanchard-basics-of-social-media-roi
© Biztegra, Inc. May not be Reproduced in whole or part,
without express permission. All rights reserved
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22. A Very Good Little PDF
http://www.radian6.com/wp-content/uploads/2010/03/Radian6_eBook_March2010.pdf
© Biztegra, Inc. May not be Reproduced in whole or part,
without express permission. All rights reserved
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23. (You?)
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without express permission. All rights reserved
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24. Photo Credits
Alberto Paroni / www.io-me.info
Brian Lary / http://www.sxc.hu/profile/blary54
ilker / http://www.sxc.hu/profile/ilco
Duane Jones / http://www.beglitterati.com
Kriss Szkurlatowski / http://www.sxc.hu/profile/hisks
Svilen Milev / http://www.facebook.com/group.php?gid=307482866218
Andrew Beierle / andrewbeierle.com
Gabriel Del castillo / http://girovisual.com/tours.php
Murray Izenwasser / http://murrayiz.com
© Biztegra, Inc. May not be Reproduced in whole or part,
without express permission. All rights reserved
www.contactmurray.com

25. Social Media Metrics for ROI
June 8, 2010
Social Media Club - Orlando
Murray Izenwasser
@murrayiz
www.ContactMurray.com
© Biztegra, Inc. May not be Reproduced in whole or part,
without express permission. All rights reserved
www.contactmurray.com