Master Class at ad:tech New Delhi, presented by Venkat Ramana.

1. BEYOND ORM
Venkat Ramana
@venkatvp

2. Evolution of Social Media Listening
Recession?
Internet Users Worldwide
Social Media Users Worldwide
Over 65% of internet users are on social media!
2005 2006 2007 2008 2009 2010 2011

3. Evolution of Social Media Listening
BI / SWOT Product Dev
PR / ORM Lead Gen Law & Forensics
Operations HR
Finance
CRM Crowdsourcing
2005 2006 2007 2008 2009 2010 2011

4. PR/ORM – Listening Action

5. CRM – Beyond reactive support

6. Marketing and Lead generation

7. Operations Management

8. HR – connecting & listening

9. Specialization with BI/SWOT

10. Innovation with BI & Crowdsourcing
WITHIN THE ORGANIZATION OUTSIDE THE ORGANIZATION

12. BI with Informm: Strategic DSS
The IR6 Framework
– Ideas (offered by customers)
– Re-engineer (offering/feature)
– Reinforce (marketing message)
– Retain (offering/feature)
– Reduce (incident/recurrence)
– Remove (damaging issue / feature)
– Rectify (offering/feature)
How does IR6 help?
– Some Tactical outcomes
– Marketing & PR decisions
– Crowd-source product innovation
– Proactive customer service
– Some Strategic outcomes
– Product re-launches
– Mid-course strategy pivots
– Process / program ideas

13. Vertical and Specialized Networks

14. Hedge Funds

15. Law Enforcement and Forensics

16. Credit Scoring

17. Wrap