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Partner at Webcom ApS - fine web since 1996 Founder of Mentory Co-author of the Danish Twitter book “Twitter - mass communication with140 characters” Affiliated at The Danish Institute for Futures Studies Startups produced by Webcom Labs: Mentory.com - global mentorship community Eksperten.dk - largest IT community in Scandinavia Nodeville.com - visualizing semantic data relations Natasha Friis Saxberg Thursday, October 22, 2009

Realtime ROI

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Presented at The Really Realtime Conference in Stockholm on October 20. 2009. The event was about Real Time Web in a corporate context.

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Page 1: Realtime ROI

Partner at Webcom ApS - fine web since 1996Founder of Mentory

Co-author of the Danish Twitter book “Twitter - mass communication with140 characters”

Affiliated at The Danish Institute for Futures Studies

Startups produced by Webcom Labs:Mentory.com - global mentorship community

Eksperten.dk - largest IT community in ScandinaviaNodeville.com - visualizing semantic data relations

Natasha Friis Saxberg

Thursday, October 22, 2009

Page 2: Realtime ROI

real time

RETURN ON INVESTMENT

Thursday, October 22, 2009

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WHY DO WE DO IT?

Thursday, October 22, 2009

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PROFILING

IT´S ALL ABOUT

Thursday, October 22, 2009

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IT´S ALL ABOUT...

THE PERFECT ONLINE ME

RECOGNITIONThursday, October 22, 2009

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IT´S ALL ABOUT ME

IN A SOCIAL RELATION

CURIOSITYThursday, October 22, 2009

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SOCIAL WEB BEHAVIOR

profiling

recognition

curiosity

SOCIAL WEB BEHAVIOR MODEL: NATASHA FRIIS SAXBERG

Physiological

Safety

Love/belonging

Esteem

Self-actualization

Maslow´s hierarchy of needsThursday, October 22, 2009

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Play by the rules ofAUTHENTICITY

Thursday, October 22, 2009

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LISTEN!

Thursday, October 22, 2009

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ACT!

Thursday, October 22, 2009

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“The first rule of the Fight Club:Don´t talk about the Fight Club.”

Thursday, October 22, 2009

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PRODUCTS ARE SYMPTOMS OF THE VISION

Thursday, October 22, 2009

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WHY SHOULD CORPORATIONS DO IT?

Thursday, October 22, 2009

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STRATEGY!

Thursday, October 22, 2009

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HOW TO INTEGRATE

PROCESS: CUSTOMER SUPPORT

CASE SYSTEM

PHONE

EMAIL & CHAT

INTERNET FORM

TWITTER (AND OTHER SOCIAL SERVICES)

Thursday, October 22, 2009

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HOW TO MEASURECASE - INNOVATION FROM CUSTOMER SUPPORT

BEFOREIDEAS PER MONTH

STARTGOALS

ACTIONMEDIA

EXP. IDEAS

MEASUREPER MONTH:

ACTION = RESULT?

EVALUATERESULT

ACTION

CUSTOMER SUPPORT - INNOVATION STRATEGIC GOALS

MEASURECHANGE IN ACTION =

MORE IDEAS?

Thursday, October 22, 2009

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SHOW ME THE MONEY!

Thursday, October 22, 2009

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SERVICE & SUPPORT

Thursday, October 22, 2009

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WHY?

Thursday, October 22, 2009

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MARKETING

Thursday, October 22, 2009

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INNOVATION

Thursday, October 22, 2009

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RECRUITMENT

Thursday, October 22, 2009

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THE CAUSE

Thursday, October 22, 2009

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AGGREGATE

Thursday, October 22, 2009

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RETURN ON IGNORING

Thursday, October 22, 2009

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[email protected]

@nfsaxberg

natasha.saxberg.dkwebcom.dk

mentory.comtwitterbogen.dk

Thursday, October 22, 2009