Radian6, SMB Group and CRM Essentials team up to share findings from the 2011 SMB Social Business Study, live from CRM Evolution.Link to the recorded webinar, oriignally presented 8-9-11: http://radian6.adobeconnect.com/p3lrsiohdcy/

1. Slides for 8-9-11 Radian6 Webinar at CRM Evolution 8/9/11 1

2. SMB Use/Plans for Social Media 1.) Which of the following best describes your company's use and/or planned use of social media to engage with your customers or prospects? 8/9/11 2 Medium Business 52% { Sample Size = 194

3. How Satisfied Are SMBs with the Results they Are Achieving from Social Media in these Areas? 8/9/11 3 Medium Business Structured Users Sample Size = 65 Ad Hoc Users Sample Size = 38 21. How satisfied are you with the results you are achieving from your current use and investment in social media?

4. What are SMBs Top Challenges in Getting Value from Social Media? 22. What are your company's top 3 challenges in getting value from using social media? Please rank importance. 8/9/11 4 Medium Business Sample Size: Medium Business: 145

5. Penetration of and Satisfaction with Social Media for Business Activities - Structured Users Medium Business Very Satisfied Get input for product development Bring voice of the customer into the company Improve market awareness Of the company Analyze data to improve knowledge of market Generate new leads Generate more web site traffic Improve internal collaboration Improve service/support and customer retention Connect with people who aren't customers Aid new employee recruitment Interest in activity Neutral High Level Low Level Sample Size = 65 20 & 21.) Which of the following ways are you are using/planning to use social media for your business? © SMB Group and CRM Essentials 8/9/11 5

6. Do You Use Free/Paid Tools to Monitor and Manage Social Media? 8/9/11 6 18 & 19. Does your company use or plan to use any FREE (and PAID) tools or products to monitor and manage social media?

7. Comparison of Ad Hoc and Strategic Users: Linking Sales, Marketing or Service Activities with Social Media 8/9/11 7 Sample Size = 145