What are they key elements that make up a successful Social Business Collaboration strategy? How should your organization prepare before rolling out a new social business process? We have some suggestions.

1. SOCIAL BUSINESS COLLABORATION Social Business Collaboration Framework Don Springer CEO don@collectiveintellect.com 303.881.7606 December 2010 Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.

2. Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc. SOCIAL BUSINESS COLLABORATION Three areas of focus for a Successful Social Business Collaboration Effort Create a Framework Choose an approach – services or systems Maintain and measure your social business engagements

5. What social media platform(s) they are using

6. What their intentions are regarding products or solutions

7. What product or solution category are your customers most engaged with

8. What features and functions are your customers most passionate about

9. At what stage are they in the marketing funnel

13. Creative

14. Execution

15. Systems Integration1) Systems Approach Integrated Listening Platform Data Management (Customer CRM DB, Central Transaction Repository) Engagement (Managed Process Workflow) Measurement (Business Intelligence Dashboards) Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

17. Web

19. Client Social Community

20. Private DataCust. CRM (online ↔ offline Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

21. Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc. SOCIAL BUSINESS COLLABORATION Systems Approach Pick a robust text mining and analytics platform. You’ll want to select a real-time semantic filtering-based text mining and analytics solution that can analyze both both social and private data sources Expand your data-management layer. Many companies augment their existing Customer CRM database to append online/social data to their current offline knowledge. Many implement a new “transactional” oriented central data repository to feed their Engagement/Measurement System. Note: Social Business Collaborations led by the marketing function deploy newer Social Collaboration Systems. There is no one “right” answer or solution. Work with the right combination of leading technology partners and/or system integrators that can help you.

24. Twitter

25. Blog

26. Landing Pages

27. Display Ad

28. Email

32. ConnectSocial Services consist of a blend of Strategy, Creative, Execution, and Systems Integration Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

33. Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc. SOCIAL BUSINESS COLLABORATION Services Approach Many companies implement their solution into three phases: Getting Started, Execution & Implementation The get started phase comprises two effort: Digital/Social Strategy & Data Analytics to help define the right approach, processes and training required for clients to begin to execute in social media. The execution phase involves implementing appropriate targeting and action processes to communicate across multiple consumer oriented channels. Implementation involves integrating a formal workflow process to manage content design, production and maintenance. As an enterprise begins taking action they are incorporating listening/data mgmt. information, engaging with customers and measuring those engagements for inclusion in their management systems

34. SOCIAL BUSINESS COLLABORATION 4 Keys to a Successful Social Business Collaboration System Real-time semantic filtering-based text mining and analytics across both social and private data sources Process-centric customer, prospect and influencer based social outreach Enterprise collaboration across marketing, sales, R&D, safety/regulatory, customer service and market research Performance measurement reporting for lines of business, executives and CRM agents Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

35. SOCIAL BUSINESS COLLABORATION Social Business Collaboration– How It Works You’ve create the framework and decided on your social business approach. Now What? We recommend a team exercise to establish goals, objectives, KPIs, and processes to deploy and manage social business collaboration. Reviews the framework you have established for your listening platform and central data repository. Deployment of the Social CRM system, to encompass business intelligence (both operationally and strategically) as well as the workflow/BPM system for social engagement Engagement workflow that guides social conversation approaches, campaigns, private group efforts, etc

36. SOCIAL BUSINESS COLLABORATION Four Steps to Maintain and Measure Your Social Business Configure & Discover Set Goals Measurement Action 1 2 3 4 Team Analysts Bus. Mgmt. Operations Define KPIs Respond Select Sources Dash-board 1 Social CRM System Seed & Influence Business Intelligence Define Topics Dash-board n Workflow Text Mining System Target Campaign Build Social Platforms “Tag” Customers Influencers Central Repoistory Scheduled Data Runs Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc. Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

37. SOCIAL BUSINESS COLLABORATION The Evolution of Social Business Collaboration Solutions Don Springer CEO don@collectiveintellect.com 303.881.7606 December 2010 Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.