Earlier in the year, we talked about the importance of creating customer communities, but once you've done this and you're community is scaling, how do you manage? Should you outsource your community the same way people outsource their call centers? Your community manager and their team make up the face and voice of your brand. They possess a combination of marketing, PR, and customer support, with social skills to support these roles. They're usually the first to notice negative comments about your company and its products and services. They can usually alleviate issues before they spread and know which subject matter experts can help. They're also the ones announcing new features and accomplishments, and engaging customers and prospects with relevant, quality content with a human touch. In this webinar, we'd like to talk about the pros and cons of outsourcing the management of customer community, as opposed to keeping this task in-house. Please join our panel of experts to discuss: -The levels of community management service. -The most common mistakes employers make when hiring for outsourcing -Things to consider before outsourcing any aspect of community management. -Which roles can be outsourced and the benefits of this. -How to find a trusted partner for your community.

1. Listening toYour Community:What to
Measure?What to Outsource?What to
DIY?
#SMTLive

2. Join the Conversation…
#SMTLive

3. #SMTLive
Our Speakers
Matt Ceniceros serves as director at PulsePoint Group, a management and digital consulting firm with a special focus
on social and digital engagement. He is focused on understanding how the collision of the marketing, corporate
communications and digital marketing disciplines impacts the way consumers engage with business. He has extensive
experience in executing reputation management and thought leadership programs through the use of traditional media
relations, as well as social and digital media. Matt is a thought-leader in the B2B marketing industry having been an
instrumental change agent for a number of companies while serving in both leadership and adviser roles. Matt
architected the social media program at FedEx, used global social media to strengthen online and business
relationships in the solar and semiconductor industry, and currently is working to help build thought leadership
programs that connects relevant content to the right stage of the sales motion. @mattceni
Lauren Klein holds a Bachelors of Arts from Michigan State University in Social Science Leadership coach with a
specialization in social business, communities and change management with experience as a strategic member of
corporate leadership teams. Skilled in grooming impactful leaders in today's fast-paced business environment.
Background in breaking down cultural and communication silos while designing process improvements and driving
policy decisions. Experienced in designing engaging communities, mentoring community managers and leaders,
leadership coaching, external speaking, presenting and facilitating. A strong professional foundation with over 20 years
of business experience with Fortune 500 and international corporations. @thelaurenklein
Marian Newsome is the social media community manager for Dell Data Protection software. In this role, Marian works
with the backup and recovery software teams to manage DellDP’ s social media strategy across Facebook, Twitter,
Google+ and the Dell Tech Center. From producing highly engaging content, to tweeting fans as @DellDP, and
launching the group’s first ever consolidated online technical community, Marian enjoys advocating DellDP’ s products
with fans and providing insight into what’s next on the roadmap at Dell Data Protection. @Lreetx
Robin Carey founded Social Media Today LLC, a media company which brings together many of the world’s best
thinkers about business and policy topics, in 2007. Prior to that, she ran her own media consulting company for 16
years, and worked with Time Inc, Newsweek, BusinessWeek and Ziff-Davis. She leads a team that curates web-based
content about social media and other topics, speaks frequently about social media and business. @robincarey

4. Socially Engaged Enterprise:
Social Media Accelerator
• November 2013
• 1,010 Senior-level Executives
• 1/3 One-on-one Phone Interviews
• 21 Types of Social Media Activities
• 23 Platforms
• 18 Content Categories
• 250+ Case Studies
• 12 Economic Variables

6. CRITICAL COMPONENTS OF THE
COMMUNITY
Transparency
to transform
customer
relationships
and ensure
mutual
success
Leverage
information to
drive
innovation in
the right
direction
Motivation and
loyalty-building
strategy to
engage
customers in
new and
interesting
ways
Openness Insights Gamification

7. #SMTLive
Our Speakers
Matt Ceniceros serves as director at PulsePoint Group, a management and digital consulting firm with a special focus
on social and digital engagement. He is focused on understanding how the collision of the marketing, corporate
communications and digital marketing disciplines impacts the way consumers engage with business. He has extensive
experience in executing reputation management and thought leadership programs through the use of traditional media
relations, as well as social and digital media. Matt is a thought-leader in the B2B marketing industry having been an
instrumental change agent for a number of companies while serving in both leadership and adviser roles. Matt
architected the social media program at FedEx, used global social media to strengthen online and business
relationships in the solar and semiconductor industry, and currently is working to help build thought leadership
programs that connects relevant content to the right stage of the sales motion. @mattceni
Lauren Klein holds a Bachelors of Arts from Michigan State University in Social Science Leadership coach with a
specialization in social business, communities and change management with experience as a strategic member of
corporate leadership teams. Skilled in grooming impactful leaders in today's fast-paced business environment.
Background in breaking down cultural and communication silos while designing process improvements and driving
policy decisions. Experienced in designing engaging communities, mentoring community managers and leaders,
leadership coaching, external speaking, presenting and facilitating. A strong professional foundation with over 20 years
of business experience with Fortune 500 and international corporations. @thelaurenklein
Marian Newsome is the social media community manager for Dell Data Protection software. In this role, Marian works
with the backup and recovery software teams to manage DellDP’ s social media strategy across Facebook, Twitter,
Google+ and the Dell Tech Center. From producing highly engaging content, to tweeting fans as @DellDP, and
launching the group’s first ever consolidated online technical community, Marian enjoys advocating DellDP’ s products
with fans and providing insight into what’s next on the roadmap at Dell Data Protection. @Lreetx
Robin Carey founded Social Media Today LLC, a media company which brings together many of the world’s best
thinkers about business and policy topics, in 2007. Prior to that, she ran her own media consulting company for 16
years, and worked with Time Inc, Newsweek, BusinessWeek and Ziff-Davis. She leads a team that curates web-based
content about social media and other topics, speaks frequently about social media and business. @robincarey

9. #SMTLive
Tweet Now ForYour Chance toWin a
Free Ticket to The Social Shake-Up!
#SMTlive Audience:Tell us why you want to go
to The Social Shake-Up 2014 to be entered for a
chance to win.Tweet:
“I want to go to #socialshakeup because…”

10. Upcoming Webinars
April 24th
Welcome to The Collaborative Economy
#SMTLive