Social Business Web 3.0 Guide

You Wanted To Know About
Social Business W b 3 0?
S i l B i Web 3.0?

Felix Lee Project Director
Lee,
Catalyst Connector
CRM Business Revolution 2010, Singapore

Felix.Lee@CatalystOrigin.com
www.CatalystConnector.com

In the beginning…

There was…


the social network
Five years ago, no one had ever
heard of it.


the social network
Ten years from now, no one will
know how we ever lived without it.


the future is here
Now, with the click of a button,


the future is here
Now, with the click of a button,
there’s a smarter way to steal,
swop and rent id
d identities.
i i


still
Identity theft is the fastest
growing crime on the Internet.

You should really be careful
about
who you share your
business, or bed with.
Winning trust is not a science
science.
It is an art.
Javelin Strategies reports that incidences of the crime increased by 11% from 2008 to 2009 altering the lives of 11
million Americans, which means one in every 20 Americans risks being a victim this year.

• Fastest growing sector for Internet use is communities
g g
(5.4% in a year)
• Member communities reach more internet users
(66.8%) than
(66 8%) th email (65.1%)*
il (65 1%)*
• By 2010 over 60% of Fortune 1000 companies will
have some form of online community deployed for
CRM purposes**

*(Nielsen “Global Faces on Networked Places”)
** (Gartner Group – “Business Impact of Social Computing on CRM)


Social Business is
The Power of One


Elements of the Social Universe

Relationships
Reputation
Conversation

Groups

Persona Sharing UGC
Collaboration

Actions
Presence


Social
Your
Business!


Back To CRM School


The Customer is
Managing your
eBrand


eBranding? What’s That?

I co-create I like.
the I’ve got I like!
experience the
music!

I AM the
music! tweet

I’m buying I think he
his music needs
right now… cough
mixture
retweet

Who are you?


Social sharing + Tagging + Viral sharing + Social News Creation +
g gg g g
Analytics


Open Innovation
& the Flat Earth


Open Innovation…

“A crowd of decentralized
A
people working to solve a
problem on their own
without any central effort to
guide them, come up with
them
better solutions, rather than
a top down driven solution ”
top-down solution.
Suroweicki


…is crowd sourcing
crowd-sourcing

Diversity reduces groupthink.
Di it d thi k
Groupthink works by
shielding members from
• Cog
Cognitive Diversity
e es y outs de opinions
outside op o s

• Independence
• Decentralization
• Easy Aggregation People assume that
groups know what
they are doing =
Leads to herd
behavior


sCRM is a mindset


To Do
List


Tech Shopping List [SCRM]


Estimated Timeframe To Reach Your
Communities

60 12 48
days wks hrs
21 8
days wks
24
hrs

Time to Average time
g Time between
establish to deploy and transaction and
SCRM policy engage clients order delivery


Loyalty has a Boss
y y
who earns creds


Loyalty is Earned…Continually
Earned Continually

 NNewsbites good enough t t
bit d h to tweet [140]
t
 Design for selfishness, not altruism
 Encourage personal expressions of art, prose,
crits, as content threaders.
 Allow for “escape activities” like games, gossip,
lurking,
lurking hit and runs
runs.
 3-click sign-up and sign-in
 Rewards should be both virtual and real world
 Use Longtail techniques and ideas used to
germinate and sustain actionable interest


Shared Experiences = viral memories

Focus Plan a cross-country treasure hunt
Here!
H !
Customer Experience UGC

Maps Event Hotel
Reservations Data Content
Locator
Not
Here


Not only do you have to contend with the rest
of the world, your own organization is yet
another social challenge in itself!


The Road Ahead


Love me, Love My Phone…


Don t
Don’t Give Up!


Felix Lee, Project Director
CatalystConnector.com
CRM Business Revolution 2010, Singapore


Collaborate. Felix.Lee@CatalystOrigin.com Co-Market
Co-Venture.

Social Business Web 3.0 Guide

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