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SalesforceSocialStudio

Monday,08thFebruary2016TheleadingtoolforSocialMediaListening

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WhatisSocialMediaListening?

Rits BrownBag – SalesforceSocialStudio

SocialMediaListeningalsoknownasSocialMediaMonitoring,istheprocessofidentifying andassessingwhatisbeingsaidaboutacompany,individual, productorbrandontheInternet

Top5reasonstomonitorSocialMedia:

1. ImprovetheoverallCustomerexperience2. Discoverunmetneeds3. Gaincompetitiveinsights4. Managecomplaints5. Managereputation6. MonitorCustomersentiment7. BetterCustomersegmentation8. Identifykeycommunitiesandinfluencers9. MeasurecampaignImpactsandROI10. IncreaseInternalKnowledge

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AbouttheSalesforceMarketingCloud

RitsBrownBag– SalesforceSocialStudio

SalesforceMarketingCloudistheleading1:1digitalmarketingplatform,connectingcompanieswithcustomersinentirelynewways

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AbouttheSocialStudio(1/2)

RitsBrownBag– SalesforceSocialStudio

SocialStudioby radian6and buddy media

helpsyoubuildmoremeaningfulrelationshipswithcustomersbytapping intothepowerofsocialmediainyourmarketing, customerservice,andsalesorganizations

According toSalesforce,“SocialStudioistheeasy-to-use,singleinterfacefromwhichtooperateyourmarketingstrategyacrossanyandallsocialmediachannels.Schedulepostsandmanageyourcommunity, allwhileautomaticallyforwarding importantcommunications totheproperdepartmentwithinyourcompany.“

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AbouttheSocialStudio(2/2)

RitsBrownBag– SalesforceSocialStudio

1• Harnesssocialconversations fromover650differentsources• Discoverwhatisbeingsaidaboutyourbrand,productsandcompetitors• Gainvaluableinsights• Identify themostinfluential people, topicsandchannels

ListenandAnalyze

2• Usereal-time informationtomakedecisions andstayahead• Customizeyourcontenttobemorecompellingtoeachsegment• Plan,executeandtracksocialmediamarketingcampaigns• Sharevaluableinsights acrossallyourteams

PlanandPublish

3• Monitorconsumer sentimenttowardsyourcompany• Engage yourcustomersona1-to-1basis• Provideresponsive support tocaptivatecustomers• Identify andexplorepotentialopportunities

EngageandConnect

TheSocialStudioallowsanycompanytolistentowhattheirCustomersaresayingontheInternetandengagewiththeminorder toincreasesatisfactionandloyalty.

ThebestapproachtoincreaseimpactofSocialMediaListeningisasaformofonlinecustomerservice.

Forexample,aTweetregardingaproduct’s featurescanbeautomaticallydirectedtothecompany’stechsupport teamandaspecialistcaninitiateaconversationwiththeCustomertoclarifyalldoubts.

How?

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AsneakpeakintotheSocialStudio

RitsBrownBag– SalesforceSocialStudio

Listen

Analyze

EngageMonitor

Measure

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AsneakpeakintotheSocialStudio(1/2)

RitsBrownBag– SalesforceSocialStudio

Plan

Publish

ManageOrganize

Collaborate

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GettingstartedwiththeSocialStudio

RitsBrownBag– SalesforceSocialStudio

Prerequisites• Loginand passwordinformation forat least 1socialaccount• Accesstothe related emailforactivation• An active SalesforceMarketingCloud account (if using SocialStudio within SalesforceMarketingCloud)• One of the following browsers:Chrome(preferred),Firefox,Safarior InternetExplorer(9/10)

RoadmapForAdmin Users

SetUserRolesPermissions

AdminOnly,SuperUserFullUserandBasicUser

AddWorkspaceMembersanddeterminewhethertheyareAdmins,Contributorsor

LimitedMembers

CreateTopicProfiles

Macros,ApprovalRulesandPublishLabels

SetupaUser

andattributeaRolePermission

SetupaWorkspace

Wherememberscanplan,scheduleandcreatecontent

RegisterSocialAccounts

ForWorkspaceuse

AddSocialAccounts

totheWorkspace

SetUpTabsandColumns

definethesocialaccountstomonitorforengagement

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SocialStudioPricing&Editions

RitsBrownBag– SalesforceSocialStudio

AnInvestmentthatpaysoff!

TheSocialStudiopricesstartat$1,000permoth(billedannually)*Thereare4Editionsavailable:Basic,Professional,CorporateandEnterprise

2socialaccounts

20Kmonthly mentions

+Add publishing fornaadditional $500permonth

SocialMediaMarketingSocialStudio

Basic$1,000/month (b.a.)

*Values and descriptions obtained from the Salesforce.comwebpage onOctober 9th,2015

All BasicfeaturesPLUS:

10social accounts

250Kmonthly mentions

+Accesstoleading contentapp partners,custom apps,

etc.

Professional$4,000/month (b.a.)

All Professional featuresPLUS:

20social accounts

1.5Mmonthly mentions

+Integrationwith ServiceCloud and full social

automation capabilities

Corporate$12,000/month (b.a.)

Maximizeresults at scaleacross teams,brands and

geographies

Professional$N/A

WHENYOUHAVETODOIT,DOITRIGHT

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AissatuSila|BusinessAnalyst

SalesforceSocialStudio

Monday,08thFebruary2016TheleadingtoolforSocialMediaListening

@rightit_PTHavequestions?Wearelistening!