Engagement: the key to social media success in 2010
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The document discusses how customer engagement affects business success and provides strategies for effective engagement. It finds that companies with high customer engagement have better financial results. While many companies are present on social media, few are actively engaging customers. The document provides examples of companies like Starbucks, SAP and Dell that improved engagement and financial performance through strategic social media use and customer-centered approaches. It emphasizes that engagement must be meaningful, two-way interaction rather than just broadcasting messages.
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Engagement: the key to social media success in 2010
- 1. Engagement : The key to success in 2010 How engagement affects your bottom line
- 11. Interest in Customer Engagement Econsultancy Engagement Report
- 28. Find Communities and Identify Influencers 600 Beauty Bloggers (US only) 26 in Head 106 in Magic Middle 460 in Long Tail Top 60 Map
- 30. Find Communities and Identify Influencers Magic Middle Map Cluster View Brand View 1 Color = 1 Cluster Orange=Lancome, Green=Clinique, Yellow=Both, Blue=None
- 33. Engage and Facilitate Conversations Track your engagement Engage for Best ROI
- 34. Case Study: David’s New “Rock-and-Sling” How Service-now.com is Beating Goliath
- 38. Sources of Exposure social media exec briefings website email whitepapers press analysts sales prospecting webinars community industry events regional events list imports wiki online demo topical / demo local user groups ITtoolbox
- 42. FY 10 08 07 06 09 $1.8M $8.8M $13.9M $28M Current FY goal = $50M+ customers solid product entrance market market redefined ITSM provider leading standard ITSM ITSM orchestrate
- 43. webinars industry events Q3 ’09 Q2 ’09 Q1 ’09 Q4 ’08 Q3 ’08 Q2 ’08 Q1 ’08 Q4 ’07 white papers web registration
- 46. Court Social Media Traffic
- 47. Case Study: Skin MD Natural
- 68. Q & A
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- We were founded by Fred Luddy, whom was the CTO of Peregrine Systems for 13 years. Fred left Peregrine to build a company with unique technology and business model focused on customer success. We are the industries first IT management software as a service vendors and one of the few SaaS notable SaaS companies in the world. We compete with the largest software vendors (HP, BMC, CA). Because what we do is vastly different than our competitors, we are in a position where we are required to be aggressive.
- We were founded by Fred Luddy, whom was the CTO of Peregrine Systems for 13 years. Fred left Peregrine to build a company with unique technology and business model focused on customer success. We are the industries first IT management software as a service vendors and one of the few SaaS notable SaaS companies in the world. We compete with the largest software vendors (HP, BMC, CA). Because what we do is vastly different than our competitors, we are in a position where we are required to be aggressive.
- @themediaisdying Old media is dying in large part because they can’t afford to release control of the message. The technology trade publications used to be phone book sized. Last week’s Computerworld was as thin as a pamphlet. We’ve seen what customer references like BCBS of Minnesota can help us do. But it is up to us to help them tell their story. Ohio Health and Progress Energy at Pink Elephant. Technology makes new relationships possible. This is social media. I was having a tweetversation with a guy about bad software vendor practices. Told him about how Fred and Service-now.com are out to atone for software sins of the past. Mike at Qualcomm jumped into the conversation and vouched for us. Or another time I asked for Service-now.com customers on Twitter to validate a point I was making and a few jumped right in and vouched for us.
- We should all be familiar with the community, wiki and forum. If you have ideas for a blog post and don’t have time to write about it yourself, let me know. We’ll see if we can get around to it. The beauty of blog posts is that it is stuff that you can’t necessarily put on the website and it is living. Once you have the content it can be repurposed infinitely. Blogs don’t have to be long, they should just provide some type of value. Blogging is the foundation of the social media conversation. We need to make sure we promote and not kill the conversation. I’m cybersquatting on servicenow and servicenowcom. If anybody has any good ideas for these accounts. I’d be happy to turn them over. Pick a short but recognizable name. Let’s check out John Roberts’ follow list. Even if someone is not following you, if they are using a client or monitoring their name, they will most likely see that you @replied to them and there is a good chance Please don’t answer the question what are you doing? These types of posts unnecessarily clog the internets and waste time. You can always tell when someone is new to Twitter (or that they hail from Facebook) if they post, “eating breakfast” D – private message (that person has to be following you) Be careful with this one. Don’t use for anything that is really confidential. RT – like an email forward @ - like an email reply. Meaning is lost so try to capture the essence in your response. # - hashtag designation. It really doesn’t do anything other than let people know that it is an accepted search term for a particular topic. It also hyperlinks to Twitter search within a client. HP analyst event example. Great way to promote Twitter community and conversations. Time management using a client, search and Twilerts. Search is where I would start if I were a sales guy. Give example of @chadsirc
- Second consecutive year of cash-flow positive operation $21M in recurring revenue 389% YoY rev. growth Strong cash position Equates to $100M traditional software supplier Expect profitability by end of FY09
- Continued growth of lead generation, maintain >50% conversion Better define process and procedures for lead follow-up Improved analytics regarding prospect activity