Social media has become essential to today’s business - organizations of all sizes are engaging at higher rates. How do you monitor, manage, and report on these conversations? What can you do with all the data collected? And more importantly, how can you leverage social intelligence to influence and cross-inform multiple levels across the entire enterprise? Social media is no longer simply a marketing channel. Social is now a resource that intelligent organizations are leveraging to make strategic business decisions, inform product direction, build sales leads, enhance customer support, monitor brand health, and talent prospecting.​​

1. BUSINESS @ THE SPEED OF SOCIAL
Mao Keo
VP, Business Development
Tracx
@Tracx #SugarCon

2. Social Evolution
• It’s no longer as simple as a Tweet
• Organizations leverage social to:
– Influence strategic business decisions
– Inform product direction
– Build sales leads
– Enhance customer support
– Monitor brand health
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3. The Social Enterprise
• Social Media is more than a marketing concern
• Leveraging social data into the enterprise
through integrations with current systems and
platforms:
– CRM
– ERP
– Marketing Automation
– Business Intelligence
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4. Beyond Your Firewall
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5. EXAMPLE 1
Supply-Chain Management

6. Social Insight Brings Greater Revenue
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Major brick-and-mortar retailer alters inventory
allocation more efficiently through social insights.
Through studying regional social buzz and sentiment around new product
launch, the client was able to anticipate greater demand pre-launch by region
and efficiently re-allocate inventory levels for greater sales velocity and
increased revenue.

7. EXAMPLE 2
Personalized Customer Engagement

8. Capturing the Demand Moment
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Department store geo-locates customers in-store
for immediate, relevant support and sales
By monitoring their physical major retail outlets, a department store was able to
surface customers at the moment when they were most in-market to purchase
products and offer them incentives and discounts that were immediately
actionable.

9. The Tweet
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Bring together your internal data with external
data.

10. EXAMPLE 2
Social Customer Care

11. Placing the Customer First
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12. Superior Service Through Social
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Real-time social monitoring produces happier
customers when engagement lag is minimized
Consumers engage brands across all channels, by monitoring and managing
social outlets (not just owned-media), customer-focused organizations respond
quicker and personally to raise customer satisfaction levels.
Your customers expect immediate responses.

13. IN CONCLUSION

14. Beyond Your Firewall
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15. Social is More than Just Marketing
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Use the right tool to bring social data into your
organization
Leverage Social Data across the enterprise
through integration
Raise customer satisfaction levels by engaging
your customers in real-time everywhere

16. THANK YOU
@Tracx #SugarCon