See how 4 industry leaders think about social customer service and where the industry is heading. Download the report from slide #2 directly or via http://bit.ly/TSC2012

1. Discovering New Insights into the Social
Customer with SAP
Social Customer Engagement Index Survey
Todd Wilms - SAP
Panelists:
Brent Leary – Analyst/CRM Essentials
Frank Eliason - Citi
Joe Rohrlich - BazaarVoice
Robin Carey – Social Media Today

2. The 2012 Social Customer Engagement Index
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3. Pivot Partnership: Infographic
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4. Todd Wilms – SAP Social Media Leader, Forbes Blogger
Brent Leary Frank Eliason Joe Rohrlich Robin Carey
Brent Leary is a SVP of Social Media Joe Rohrlich leads Robin Carey is the
CRM industry for Citibank in New the East Coast and co-founder and
analyst, advisor, York. Lives in CPG Client Success CEO of Social
author, speaker Philadelphia and on practices at Media Today, LLC,
and award winning Board of Directors for Bazaarvoice. a blogging network
blogger. He is co- both the Council of Partners with leading that assembles the
founder and Better Business brands including world’s best
Partner of CRM Bureaus and the P&G, 3M, Samsung, thinkers on
Essentials LLC Society of Consumer and L'Oreal business and
Affairs Professionals public policy.
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5. Topics
Conflict
Branded Communities
Multi-Channel Engagement
Teams or Culture

6. Topic 1: Conflict
Why aren’t companies betting with their pocketbook?

7. Over 71.2% use
social for their
customer interactions
vs.
77.6% budget less
68.5% say social has than $50k for social
positive or higher impact initiatives
on addressing customer
needs
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8. Topic 2: Branded Communities
Should you move the conversation into a managed space?

9. Branded Communities
come in 3rd, but
considered the most
effective channel for
companies using social
for 2 years or more
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10. Topic 3: Multi-Channel
Are we keeping up with consumers expectations?

11. 48.7% have no plans
to invest in mobile
solutions over the next
12 months
44.8% of companies
do not have mobile
solutions to engage their
customers
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12. Topic 4: Teams
Should you create “social teams” or is this everyone’s responsibility?

13. 33.6% of companies
have a dedicated social
team for customer care
31.4% say
‘management buy-in’
biggest obstacle for
engaging customers on
social platforms
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14. Thank You