Post on 10-Jul-2015
Purposes of the Presentation
Analyze competitors
Strategy to achieve growth objectives
Who, what, where, when and how
Approach/Customer Acquisition
Brand building/Awareness/PR
Rich/Targeted Advertising Word of Mouth
Corporate Social Responsibility
New types of products Knowledge&expertise sharing
Increase revenue and market share
Approach/Customer Experience
Self – service resources
Monitoring Engaging
Self-help communities
Improve customer loyalty and reduce or avoid costs
Approach/Talent Acquisition
Brand awareness
– service resources
Supports employee development Values employees
Desirable Company
Improve image, attract relevant talent and listen to employees.
Enabling customers
to get expertise knowledge fastly.
to understand the functions of each product and service
easily.
to reach company’s
services and products on
multiple channels.
SERVE: Multichannel
DRIVE: Marketing operations, Sales, Recruiting
SUPPORT: Customer Care
REACT: Complaints
LEARN: Customer Insight
Monitoring and alerts
Social Media Analysis
LISTEN
Engagement management
Off-board social Media
On-board social media
ENGAGE OPTIMIZE
Multichannel Integration
Seed tracking
CRM Integration
Desired Outcome