Roi social media success examples #CSMSF 2012
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Roi social media success examples #CSMSF 2012
- 1. ROI Success Stories #CSMSF June 2012 Michael Procopio Social Media Strategist HP Information Management & Analytics Twitter: @MichaelProcopio email: mjp@mprocopio.com © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 3. 3 Investment = Money spent or Resources used (converted to money) 3
- 4. 4 Return on Investment = Return – Investment (cost) ----------------------------------- Investment 4
- 5. Example marketing: Lead Generation $2000 return - $75 investment ---------------------------------------- $75 investment = 2567% ROI 5
- 6. Example (Support): Call deflection • Support call costs = $15-40 [1] • More than 20 million customers found solutions from 600,000+ posts on an HP Community [2] • HP saved $2M from call deflection [3] Sources 6 [1] Stone Cobra; [2] Lithium; [3] Frost & Sullivan
- 7. R&D: Using community for beta test Before – with email 50 beta users supported by 5 engineers 4x greater efficiency After with branded community forums 200 beta users supported by 5 engineers 7
- 8. Social Intelligence problem ENHANCE WARRANTY & The warranty & claims, quality CLAIMS MANAGEMENT management and product WITH SOCIAL development departments INTELLIGENCE gathered information related PRIMARY EUROPEAN AUTOMOTIVE to quality issues and product MANUFACTURER defects through the warranty Situation process. • Time delay in getting data Disclaimer – HP project 8
- 9. Social Intelligence Solution Solution Results Ease of use front end, like Identifying potential defects “Google” search. and quality issues earlier through Social Media Enable users to do intuitive root information cause analysis, identifying cause connections between What took days, now takes warranty cases and Social hours Media discussions 9
- 10. Thank you Please contact me if you have questions Michael Procopio Social Media Strategist Twitter: @MichaelProcopio email: mjp@mprocopio.com © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.