Download - Socialytics: Using Social Data for More Effective Sales, Marketing & Customer Service

7-10 © 2010 IDC Copyright 2010 IDC

Michael Fauscette, Group Vice President, Software Business Solutions

7-10 © 2010 IDC

What if?... Know when a customer is becoming an influencer / advocate BEFORE it happens?

Know what a customer is likely to buy BEFORE asking?

Know what marketing messages an individual customer will respond to… Know when a customer

is likely to defect BEFORE it happens?

7-10 © 2010 IDC

Data

7-10 © 2010 IDC

Information

7-10 © 2010 IDC

Socialytics

7-10 © 2010 IDC

The Intersection of:

CRM

Web Analytics

Social Data

7-10 © 2010 IDC

Listening…

7-10 © 2010 IDC

Listening…

 Compliments  Complaints  Questions  Problems  Competitors  Crisis  Influencer  Voice of the Crowd  Opportunity / Needs

7-10 © 2010 IDC

Track… • Positive Mentions

• Length / Span of Travel

• Conversation

• Synchronization

• Tally

• Sentiment

• Activation

7-10 © 2010 IDC

Metrics – measuring success

SOCIAL METRICS

# ac/ve members

# site visits

# member posts

# event registra/ons

# answered ques/ons

 Influence  Engagement  Revenue  Costs  Margin

7-10 © 2010 IDC

Activity

Engagement

New Business

7-10 © 2010 IDC

Reactive Versus

Predictive

7-10 © 2010 IDC

 Increase # of prospects  Find links to decision-makers  Strength / weakness of relationships  Change in urgency

7-10 © 2010 IDC © 2008 IDC

Contact

Michael Fauscette

[email protected]

Twitter: @mfauscette

Blog: www.mfauscette.com