The ROI of Social Media - Follow the white rabbit
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We‘re not in Wonderland anymore, Alice Rick Mans - Social Media Lead
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Transcript of The ROI of Social Media - Follow the white rabbit
We‘re not in Wonderland anymore, Alice
Rick Mans - Social Media Lead
Follow the white rabbit
Like slide from scot CFA
This on itself is not ROI
This on itself is not ROI
It is very easy to take more than nothing
ROI = (Gains – Investment) Investment
ROI is not that
difficult
A negative ROI can be
good
Off with her head
ROI is only
about financial
efficiency
Business Goals
Social Business Goals
Key Performance Indicators
Goals are the core for measuring
ROI
You should go beyond
just ROI
A holistic view is
required
Consulting models ahead
Business valueSum of all the benefits mentioned before
Employee ValueHigher retention rateLess repetive workIncreased recognition
Process ValueReduced time for reviewing documentsReduced time for creating deliverablesMinimized failures discovered later on in the process
IT ValueReduced costs in maintaining a single systemReduced costs due to less diskspace spaceReduced costs in making multiple backups
What is the benefit of a wiki?
What is the benefit of Social CRM?
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Direct benefits Indirect benefits
Marketing, brand equity and
communication
Sales & Transactions
Innovation and product
development
Consumer insight
Customer service
Recruiting & HR
Operational cost savings
Company wide aligned SM model
Sales demand & forecasting accuracy
Existing product enhancement
Improved first contact resolution
Aligning social media and traditional marketing
External recruitment efficiency
Increased revenues
Sales driven cross-sell & up-sell
Campaign insight
Rapid social marketing response
Consumer satisfaction , retention
Proactive support response on social media channels
Reactive brand monitoring
Identification of product quality issues
Brand value
Proactive brand planning and positioning
Key influencer engagement
Business areas
What is the benefit of blogging?
External Blog Provides high quality content
Improves image and market presence
Demonstrates thought leadership
on innovation
Sentiment on Social Media Channels
Improvement in positive sentiment of corporate
image and presence
Innovative efficiencies / new products
Increase in Innovative efficiencies / new products
Employee recruitment
Annual improvement in recruitment
Capability Activity Impact Example Measures Example Outcomes
Find your white rabbit
ROI is just one of the
metrics
Your contact:
Rick Mans
Phone: +31 6 51 21 01 44E-Mail: [email protected]: http://twitter.com/rickmansLinkedIn: http://nl.linkedin.com/in/rickmans
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Rick Mans & Joël van Gogh - Social Business Transformation How customers change your enterprise DNAhttp://www.nl.capgemini.com/expertise/publicaties/social-business-transformation/
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Social Transformation Strategies
