Presented at the SMEI 2009 Social Media Road Show, Baltimore, MD Barton Goldenberg, ISM

1. Social Media Road Show Risks & Rewards for Marketers Baltimore, MD September 26, 2009

3. Social Media Road Show Welcome Remarks Jeffery Jackson, CSE Chairman of the Board

4. Social Media Overview: Getting to Know Your Customers Better Barton Goldenberg ISM, Inc. September 26, 2009

6. AAA/CAA Abbey National Amtrak Argus Bank of Montreal BF&M Canon Capella University Ceridian Comdisco Conexant CSE Delta Faucet Company Deutsche Bank DHL DoD Education Lending ETA Exabyte ExxonMobil Farm Credit Canada Flagstar Advising Best-In-Class Organizations Since 1985 Frank Russell Hollingsworth & Vose Hill-Rom Houghton Mifflin Hydro Quebec IBM International Truck ISP Johnson & Johnson LAM Lucent McGraw-Hill Ned Davis Research Nestle Nike NYSE OPPD Pfizer PJM PepsiCo QIAGEN Quest Diagnostics Radio Systems Corporation Raymond James Reed/Elsevier Roche Royal Mail (UK Post Office) Shield Healthcare Sigma Financial Schering Plough Standard & Poor’s Superior Essex SVB Financial Tamrock Tripos T. Rowe Price USPS United Way Vantage Credit Union Verizon Victaulic Vision Service Plan Wells Fargo Xerox

7. Three Part Presentation Part 1: What is social media? Part 2: Who is using social media? Part 3: How to implement social media?

11. #1 Interactive Source for Buyers Source: MarketingSherpa, March 2008 0% 20% 40% 60% 80% Online user community Vendor sales reps Vendor webcasts Vendor tradeshows / conferences B2B Events (Tradeshows and conferences) Industry webcasts (i.e., analyst or other B2B source 6% 9% 7% 10% 15% 14% 21% 17% 40% 38% Influencer Decision maker 44% 45%

12. Sample Social Media Vendors

14. Three Part Presentation Part 1: What is social media? Part 2: Who is using social media? Part 3: How to implement social media?

15. Digital Clients

16. Always-on, Always-Connected Digital Ecosystem

25. Fastest-growing US networking site for doctors, endorsed by the American Medical Association (AMA) Goal: Work together to establish how drug-makers can best communicate with physicians online, and provide drug & disease information to physicians on-demand. Medical Community

27. Procter & Gamble’s Vocalpoint: 600K moms each with a network of 25 or more of their own (i.e., 15 million members in total) Goal: Propagate non-P&G products to the network – for a price of course. CPG Community Initiative

29. AAA Website

30. Multiple Club Sites

31. Three Part Presentation Part 1: What is social media? Part 2: Who is using social media? Part 3: How to implement social media?

43. Brand Leadership (connection to the customer) Ignite the organization’s growth engine! Enhance operational efficiencies Drive product innovation Deepen the customer relationship Social Media Impact Product Leadership Operational Excellence Customer Intimacy

44. Summary Part 1: What is social media? Part 2: Who is using social media? Part 3: How to implement social media?

46. Part 2: Who is Using Social Media?

48. Copy of ISM Presentation Tracey Hoston (301) 656-8448 [email_address]

49. Meet Your New Customer: The Digital Client October 13, 2008 (1:00 p.m. EDT) The Growing Impact of Social Media on your Customer Relationships November 17, 2009 (1:00 p.m. EDT) Multi-Channel Customer Strategy December 15, 2009 (1:00 p.m. EDT) ISM Webinar Series (2009)

50. Tips for Negotiating/Re-Negotiating the Best Deal with Your CRM Vendor January 12, 2010 (1:00 p.m. EDT) User Adoption: Securing this Critical Success Factor Once and For All! February 16, 2010 (1:00 p.m. EDT) CRM Implementation Excellence: Coming In On Time & Under Budget March 16, 2010 (1:00 p.m. EDT) Using Social Media and CRM Tools to Deepen Customer Relationships April 13, 2010 (1:00 p.m. EDT) The 5 CRM Training Imperatives May 11, 2010 (1:00 p.m. EDT) ISM Webinar Series (2010)

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52. Discussion