Growing Up With Social

1. Growing Up With Social Ted Sapountzis, Vice President Social Media Audience Marketing @sapountzis

4. Your Customer Is Now In Control 70% of buyers decide before speaking with you 30 Billion of pieces of content shared on Facebook each month 2/3 of IT professionals use social media 86% of B2B tech buyers engage in social media © 2011 SAP AG. All rights reserved. 4

5. What If We Could…. …track every customer interaction from first ‘social’ …drive innovation our encounter to close? customers want, with them? Innovate Promote Care / Sell …build loyalty unheard of in the …help expand our reach ? industry ? © 2011 SAP AG. All rights reserved. 5

8. The Journey To Social Enlightenment Four (messy) stages Embedded Integrated Enabled Organic Clear Weaved in Few but motivated Roles emerge accountabilities DNA Centers of Aligned across all Knit in all corp. None excellence functions processes Limited, mostly Consolidated Embedded in Proliferation free and consistent existing systems © 2011 SAP AG. All rights reserved. 8

9. How Do You Know You Are There? Organic stage (A few) passionate / curious employees No structure, grass roots experimentation No processes in place No / few metrics in place Free tools © 2011 SAP AG. All rights reserved. 9

12. Ask the W-W-H-SW Questions First SAP CRM Awareness Initiative What? Who? So What? LoB (Sales) Geos >70% increase How can I Customer type (North (New) in share-of-voice leverage America) technology to Customer Industries become a better (None) segment >25 colleagues [sales, (Large) contributing marketing, customer How? service] 2 additional teams professional? adopted approach Events Influencers © 2011 SAP AG. All rights reserved. 12

13. How Do You Know You Are There? Enabled stage Roles emerge Specialized skills brought in Some executive sponsorship Aligned social and business strategy (by function) (Mostly) vanity metrics Limited governance / risk management Training / enablement programs Tools zoo (free and paid), some integration © 2011 SAP AG. All rights reserved. 13

19. How Do You Know You Are There? Integrated stage Consistent roles and skills across the enterprise One enablement team in place Aligned corporate and social strategy Business metrics across the enterprise One consistent toolkit across the enterprise Integrated with enterprise systems (e.g., CRM) © 2011 SAP AG. All rights reserved. 19

21. How Do You Know You Are There? Embedded stage Social part of corporate DNA ‘Social’ team managing infrastructure (maybe) No ‘social’ strategy, processes or KPIs Embedded in the enterprise infrastructure © 2011 SAP AG. All rights reserved. 21

22. Thank You! Ted @Sapountzis Embedded Integrated Enabled Organic 1. Sponsor 1. Champions 2. Metrics 2. Business Implant 3. Tools 3. F4 4. Bridges

Growing Up With Social

Esté a ler uma amostra.

Confira estes a seguir

Growing Up With Social

Mais Conteúdo rRelacionado

Diapositivos para si (13)

Semelhante a Growing Up With Social (20)

Mais recentes (20)