BlogWell Bay Area Social Media Case Study: Citrix, presented by Justin Levy
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In his BlogWell Bay Area presentation, Citrix's Senior Social Communications Manager, Justin Levy, shares how the brand transitioned to a social business through an aggressive social training program. He discusses the obstacles of transitioning the global software brand and its 8,000 employees to a social state of mind, along with the vast benefits of the training program.
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BlogWell Bay Area Social Media Case Study: Citrix, presented by Justin Levy
- 1. SocialMedia.org Video Case Studies Justin Levy Evolving from Social Media to Social Business This video is from BlogWell San Francisco June 20, 2011 socialmedia.org/blogwell SocialMedia.org Case Studies This presentation is from BlogWell Bay Area August 6, 2013 socialmedia.org/blogwell
- 2. HOW CITRIX IS EVOLVING FROM SOCIAL MEDIA TO SOCIAL BUSINESS Justin Levy Global Social Media Citrix @justinlevy | #BlogWell
- 3. @justinlevy #BlogWell How we got started with social media
- 4. @justinlevy #BlogWell We opened our ears
- 5. @justinlevy #BlogWell Photo Credit: http://www.flickr.com/photos/divine_harvester/2414090010 We identified a passionate customer service agent Photo Credit: http://www.flickr.com/photos/andresrueda/3219931640 Tip: Cats, dogs, babies = always work
- 7. @justinlevy #BlogWell Photo Credit: http://www.flickr.com/photos/olliesphotos/4310305816 Fast forward a couple of years…
- 8. @justinlevy #BlogWell Social Media Social Business
- 9. @justinlevy #BlogWell “An organization that has put in place the strategies, technologies and processes to systematically engage all the individuals of its ecosystem (employees, customers, partners, suppliers) to maximize the co-created value.” - Open Knowledge We defined “social business”
- 10. @justinlevy #BlogWell Increase competitive insights & customer knowledge Drive customer advocacy, storytelling & retention, resulting in rabid fans Develop and drive our social business globally with regional & local focus Analyzing and optimizing social channels to drive impact for the business Engage in conversation & influence via onsite and offsite communities Drive competitive advantage through brand humanization & customer engagement Drive and increase social operations and governance We established social media objectives
- 11. @justinlevy #BlogWell We established social media guidelines
- 12. @justinlevy #BlogWell Who did we require to take the training? Worldwide Marketing Product Marketing Managers Global Customer Support / Social Support ~800 employees
- 13. @justinlevy #BlogWell Photo Credit: http://www.flickr.com/photos/olliesphotos/4310305816 What the future holds in store…
- 14. @justinlevy #BlogWell Project Work Better
- 15. @justinlevy #BlogWell Extending our social incident plan
- 16. @justinlevy #BlogWell M&A governance and onboarding Photo Credit: http://www.flickr.com/photos/wurges/2131960487
- 17. @justinlevy #BlogWell Employee advocacy program
- 18. @justinlevy #BlogWell Thank you… …to stalk me • justinrlevy.com • @justinlevy • justin.levy@citrix.com …to stalk us • citrix.com • @citrix
- 19. Learn more about past and upcoming BlogWells socialmedia.org/blogwell This video is from BlogWell San Francisco June 20, 2011 socialmedia.org/blogwell SocialMedia.org Case Studies This presentation is from BlogWell Bay Area August 6, 2013 socialmedia.org/blogwell