SOCIAL MEDIA 102 BATTLE PLAN

HOW TO BUILD A SUSTAINABLE BATTLE PLAN TO GROW YOUR SOCIAL MEDIA INVESTMENT AND BECOME A SOCIAL

BUSINESSCOLLABORATIVE ENTERPRISE

NOT REALLY THIS COMPLICATED

PARADIGM OR GENERATIONAL SHIFT

loyaltyeconomy

internetwww

personalcomputes

socialevolution

serviceeconomy

19

60

s

19

70

s

19

80

s

19

90

s

20

00

s

baby boomers generation x generation y

generational generational generationalparadigm paradigm

CRMsocial

CRM

traditional 1:1 relationship

socially augmented 1:m:1 relationships

SHIFTING INTERACTION MODELS

let’s check where we are

#1 – social is customer centric

#2 – it pays to become social

#3 – goals are adjustable

social media 101 is done – now what?

THE NEW SCRM

salesmarketin

gcustomer service

channels

c p e

legacysystems

datawarehouse

erp cloud

m

m - communityc –customerp –partnere - employee

feedbackmanageme

nt

social business rules

p

m

A SOCIAL BUSINESS MODEL

so… how about that battle plan?

SOCIAL MEDIA 102 BATTLE PLAN

com

mu

nit

ies

collaborative enterprisesocial businessbusiness 1.0

soci

al m

ed

ia

corporate goals

customer centric

BATTALION OF COMMUNITY FOCUS

community focus

customer

customer jobs

TANK FLANK OF INVESTMENT LEVERAGE

com

mu

nity

chan

nel

rule

s

biz

fun

ction

com

mu

nit

y

chan

nel

rule

s

biz

fun

ctio

n

clie

nt

faci

ng o

pera

tion

sin

tern

al o

pera

tions

the collaborative enterprise

ADDITIONAL COMMUNITIES PLATOON

“NO PLAN OF OPERATIONS EXTENDS WITH CERTAINTY BEYOND THE FIRST

ENCOUNTER WITH THE ENEMY’S MAIN STRENGTH”

bottom line – feed on the success

confused?