Social business web 3.0
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You Wanted To Know About S ilB i W b 3 0? Social Business Web 3.0? Felix Lee Project Director Felix Lee, Project Director Catalyst Connector CRM Business Revolution 2010, Singapore [email protected] [email protected] www.CatalystConnector.com
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Transcript of Social business web 3.0
You Wanted To Know About S i l B i W b 3 0?Social Business Web 3.0?
Felix Lee Project DirectorFelix Lee, Project DirectorCatalyst ConnectorCRM Business Revolution 2010, Singapore
the social networkTen years from now, no one will know how we ever lived without it. Ten years from now, no one will know how we ever lived without it.
the future is hereNow, with the click of a button,Now, with the click of a button,
the future is hereNow, with the click of a button,Now, with the click of a button,there’s a smarter way to steal,
d id i iswop and rent identities.
still
Identity theft is the fastest growing crime on the Internet.
Identity theft is the fastest growing crime on the Internet.
You should really be careful about
who you share your who you share your business, or bed with.
Winning trust is not a science Winning trust is not a science. It is an art.
Javelin Strategies reports that incidences of the crime increased by 11% from 2008 to 2009 altering the lives of 11 million Americans, which means one in every 20 Americans risks being a victim this year.
• Fastest growing sector for Internet use is communitiesg g(5.4% in a year)
• Member communities reach more internet users(66 8%) th il (65 1%)*(66.8%) than email (65.1%)*
• By 2010 over 60% of Fortune 1000 companies will have some form of online community deployed forhave some form of online community deployed forCRM purposes**
*(Nielsen “Global Faces on Networked Places”)** (Gartner Group – “Business Impact of Social Computing on CRM)
Elements of the Social Universe
Relationships
Elements of the Social Universe
ReputationRelationships
Conversation
Persona UGCGroupsGroups
Sharing
CollaborationCollaboration
PresenceActions
eBranding? What’s That?
I’ve got the
I co-create the
experience
I like. I like!
music!experience
I AM the music! tweet
I think he needs
I’m buying his music
cough mixture
his music right now…
retweet
Social sharing + Tagging + Viral sharing + Social News Creation + g gg g gAnalytics
Open Innovation…Open Innovation…
“A crowd of decentralizedA crowd of decentralized people working to solve a problem on their ownproblem on their own without any central effort to guide them come up withguide them, come up with better solutions, rather than a top down driven solution ”a top-down driven solution.
Suroweicki
…is crowd-sourcing…is crowd sourcing
Di it d thi k
• Cognitive Diversity
Diversity reduces groupthink.Groupthink works by
shielding members from outside opinionsCog e e s y
• Independence• Decentralization
outs de op o s
• Easy Aggregation People assume that groups know what they are doing =they are doing =Leads to herd
behavior
Estimated Timeframe To Reach Your Communities
60 days21
48 hrs
8
12 wks
48 hrs21
days24 hrs
8 wks
Time to Time between Average time establish
SCRM policytransaction and order delivery
gto deploy and engage clients
Loyalty is Earned ContinuallyLoyalty is Earned…Continually
N bit d h t t t [140] Newsbites good enough to tweet [140] Design for selfishness, not altruism Encourage personal expressions of art, prose,Encourage personal expressions of art, prose,
crits, as content threaders. Allow for “escape activities” like games, gossip,
lurking hit and runslurking, hit and runs. 3-click sign-up and sign-in Rewards should be both virtual and real world Use Longtail techniques and ideas used to
germinate and sustain actionable interest
Shared Experiences = viral memories
Plan a cross-country treasure hunt
Shared Experiences viral memories
FocusH !
Customer Experience UGCHere!
HotelReservations Data Content
Maps EventLocator
NotHere
Not only do you have to contend with the rest of the world, your own organization is yet another social challenge in itself!
Felix Lee, Project DirectorCatalystConnector.comCRM Business Revolution 2010, SingaporeCRM Business Revolution 2010, Singapore
[email protected]. Co-Venture. Co-Market
