Decoding the Social in Social CRM

2020 Social: Because Business is Social

gaurav@2020social.com @gauravonomics kaushal@2020social.com @ksarda

Decoding Social

Decoding Social
Social networking Blogging Microblogging Photo-sharing Video-sharing By Tool We can look at social technologies through many lenses. Product design Sales and marketing Customer support Public relations Partner relations Employee relations

Consumer generated content Conversations Collaboration Community Collective intelligence

By Core Dynamic

Decoding Social

By Function

We like to focus on the core social dynamics.

By Type of Organization

Business-tobusiness Business-toconsumer Government Non-profit

Five Core Social Dynamics

Invisible

Collective Intelligence Ease of Understanding Community Collaboration Conversation Consumer Generated Content Visible Easy Ease of Implementing Difficult

Forrester Social Technographics

Forrester Social Technographics report categorizes social media behavior into seven groups. In the US, joiners are the biggest group after spectators.

Source: Forrester Social Technographics Report, 2009

Social Media in India

In India, joiners are the biggest group after spectators, but the other groups are small.
30.0 25.0 20.0 15.0 10.0 5.0 Social networking Professional networking Customer review Microblogging Social voting Video sharing Photo sharing Document sharing Blogging Wikis 3.2 2.0 2.8 4.2 1.0 2.0 16.0 13.2 9.5 26.0

Brands in India should use communities, social games and social contests to engage with joiners.

Conversatio Collectors + Joiners + Critics + nalists + Creators + Spectators Spectators Spectators Critics + Collectors + Conversatio Source: Monthly unique users in millions nalists

Creators + Spectators

from http://vizisense.com ; Forrester Social Technographics Report

Focus on People vs. Content

Most social platforms are including rich user profiles, to shift the focus towards people. Instead, content-centric platforms should build deep integration with people-centric platforms.

Focus on Content

Focus on People

Dell Case Study

Dell Hell
Viral campaign against Dells unresponsive customer service, started by journalist Jeff Jarvis.

Source: http://buzzmachine.com/archives/cat_dell.html Disclosure: Dell is a 20:20 Media and 2020 Social client.

Social Media Evolution at Dell

1996-97: 2005-06: 2007-08: 2008-09: 2009-10: Initiatives
Dell Support Forum Dell Community Forum Dell Hell Blogger outreach Direct2Dell Ideastorm Employee Storm Digital Nomad Take Your Own Path Dell Go Green Build communities of interest around social objects Dell Outlet on Facebook and Twitter Social commerce

Challenges

Involve Dell customers in support and product discussions

Reach out and build long-term relationships with influencers

Involve consumers and employees in product and process innovation

Use social networks to trigger sales

Source: http://slideshare.net/Dell_Inc/blogwellcincinnati-april-7-3678335 Disclosure: Dell is a 20:20 Media and 2020 Social client.

Consumer Generated Content

Your consumers are authors, photographers and filmmakers, all rolled into one. Tap into their creativity. Ask them to interpret your brand.

I love the new airport!

I wrote a blog post about it

I also designed a IX poster

Dell Go Green
Dell Go Green is a consumer generated content contest where consumers submit ideas to redesign, reuse of recycle gadgets to make them go green.

Source: http://dellgogreen.com Disclosure: Dell is a 20:20 Media and 2020 Social client.

Conversations
Your customers, partners and employees are talking about you, in public. Listen to them, reach out to them, engage them in a two-way conversation.

Have you used this phone?

Yes! It rocks!

Direct2Dell Blog
One of the most celebrated corporate blogs. Posts about business, technology and consumer trends, corporate social responsibility and business unit announcements.

Source: http://en.community.dell.com/dellblogs/b/direct2dell Disclosure: Dell is a 20:20 Media and 2020 Social client.

Dell SMB on Facebook

Dells Small Business Facebook page, structured as a resource for small businesses to use social media, has more than 37,000 fans.

Source: http://www.facebook.com/dellsocialmedia

Dell Outlet on Twitter

Dell uses Twitter as a channel to sell refurbished computers to corporate purchase managers. @delloutlet has 1.5 million followers and has resulted in sales of more than $6 million.

Source: http://twitter.com/delloutlet

Collaboration
People can help solve each others problems, if we help them connect. Create rich profiles and reputation systems to encourage people to help each other.

How do I fix this problem?

Let me tell you how!

Dell Support Community

User driven support community to increase customer satisfaction and drive down support costs.

Source: http://en.community.dell.com Disclosure: Dell is a 20:20 Media and 2020 Social client.

Community
Communities come together around a shared social object: a lifestyle, cause or interest. Build and nurture a community platform to host your customers, partners, employees, and evangelists.

Heres what Im passionate about!

I am passionate about it too!

We have so much in common!

Dell Digital Nomad

Community built around the idea of being a digital nomad. Targeted at highly mobile laptop users.

Source: http://www.digitalnomads.com/ Disclosure: Dell is a 20:20 Media and 2020 Social client.

Dell Take Your Own Path

Community where users shared inspiring stories of entrepreneurship. Driven by the Dell SME team. Now replicated internationally.

Source: http://takeyourownpath.com Disclosure: Dell is a 20:20 Media and 2020 Social client.

Collective Intelligence
Customers, employees and partners can give you new ideas and insights. Observe their behavior, ask for their ideas, recognize and reward them for their contribution.

Heres an idea!

Heres how we can make it better!

It worked! Thank you!

Dell Ideastorm
User driven ideation community to listen to customers ideas on product improvement and new product development.

Source: http://ideastorm.com/ Disclosure: Dell is a 20:20 Media and 2020 Social client.

Dell Employee Storm

Internal ideation platform to enable Dells worldwide community of more than 80,000 employees to post and discuss ideas on topics ranging from product innovation to company HR policies.

Source: http://thesocialworkplace.com/featured/1558/ Disclosure: Dell is a 20:20 Media and 2020 Social client.

Social Media Context at Dell

Structure Internal workflow
Developing workflows for listening, resolving and responding

Social media policy

Developing guidelines for employees to participate on social platforms

Community policy
Developing guidelines for community members to participate on social platforms hosted by company Public community policy for each community

Role of Agency
Assigning roles to all stakeholders, including external agency

Challenges

Fitting social media within the organizational structure

Dells Approach

Hub and spoke model Central strategy team with subject matter experts

Radian6 Internal blogs and community Employee Storm

All employees empowered to engage, but must identify themselves as NameatDell

Add local or domain know-how Manage content calendar and workflow

Disclosure: Dell is a 20:20 Media and 2020 Social client.

Structure & Stakeholders

All Dell Employees are encouraged to blog and tweet Employees can blog/ tweet as a dell representative by identifying themselves as NameatDell Dell official Twitter accounts clearly identify the employees behind them.
Source: http://dell.com/twitter

Dell Listening & Response Workflow

Source: http://slideshare.net/Dell_Inc/blogwellcincinnati-april-7-3678335 Disclosure: Dell is a 20:20 Media and 2020 Social client.

Dell Blog Response Checklist

Source: http://www.slideshare.net/Dell_Inc/delloutreach-in-the-blogosphere Disclosure: Dell is a 20:20 Media and 2020 Social client.

Dell Social Media Policy

Dell has a public social media policy for its employees

http://www.dell.com/content/topics/global.aspx/policy /en/policy?c=us&l=en&s=gen&~section=019

Dell Community Policy

Dell has a public community policy for the members of its community and support forums.

http://en.community.dell.com/content/TOU.aspx

Six Elements of Social Strategy

Context Community Campaigns Content CRM Channel Creating the right context in terms of objectives, metrics, structures, workflows and policies.
Identifying evangelists, social object and community platform. Creating and managing a campaign calendar, to attract the interest of evangelists on a regular basis. Creating and managing a campaign calendar, to retain the interest of evangelists on a regular basis. Creating referral and rewards programs supported by reputation and recommendat ion systems. Creating specific tactics for online and offline channel and integrating them.

360 Marketing Redux

Old 360 Marketing Campaigns

TV

Step 1: Identify a brand message that represents the brand values Step 2: Produce a TV commercial to communicate the brand message Step 3: Buy ads to promote the message across channels Step 4: Repeat with a new TVC with a different creative twist on the brand message

Digital

Print

In-Store

TV Commercial

Radio

PR & Events Direct Mail

Billboards

Old 360 Marketing Campaigns

As TVC-centric campaigns dont really build upon previous campaigns The brand starts and ends with zero attention in spite of high ad spends.

Campaign 1 Campaign 2 Campaign 3 Attention

The old role of the campaign was to maximize reach and frequency of the brand message.

Time

Saatchi & Saatchi: Lovemarks

Lovemarks are brands that score high on both love and respect Three ingredients of love: mystery, sensuality and intimacy

Source: http://lovemarks.com

Seth Godin: Ideavirus

An ideavirus is an idea that spreads on its own, like a virus. Similar to the contagious idea concept from Publicis

Source: http://www.sethgodin.com/ideavirus http://contagious-stuff.com

Jyri Engestrom: Social Object

People dont just connect to each other. They connect through a shared object. A social object is an idea that connects people. Related to Gauravs concept of Ideasliver: a social object that you can own.
Source: http://zengestrom.com http://gapingvoid.com

How To Scale Passion?

The BIG question for organizations in the 21st century: how to convert employees, partners and customers into evangelists? Brands can scale the passion of their evangelists by building and nurturing (online) communities. Step 3: Scale Passion Build scale by leveraging existing social platforms.

Step 1: Identify Passion Select a BIG lifestyle, interest, or cause.

Step 2: Ignite Passion Build a focused community around it.

New 360 Marketing Campaigns

TV

Step 1: Identify a big social object (lifestyle, interest or cause) that is connected with the brand values Step 2: Build an online community around the social object Step 3: Create a campaign to energize evangelists across channels Step 4: Repeat with a connected campaign around the same social object

Digital

Print

In-Store

Community

Radio

PR & Events Direct Mail

Billboards

New 360 Marketing Campaigns

As community-centric campaigns build upon the work done in the previous campaigns They add new layers to the community each time and grow attention over time.

Content + Community + CRM Campaign 3 Campaign 2 Campaign 1 Attention The new role of the campaign is to recruit evangelists into the brandhosted community.

Time

New 360 Marketing Campaigns

Brands need to commit to a community-centric strategy for the long term to benefit. Brands need to get content, community and CRM right to really connect campaigns. Campaign Calendar Content Calendar Community Platform CRM Program To attract evangelists To retain evangelists To grow organically To direct behavior

Content + Community + CRM Campaign 3 Campaign 2 Campaign 1 Attention

Time

Pepsi Refresh 360 Marketing Case Study

Pepsis Super Bowl Love Affair

Pepsi spent $142 million on Super Bowl ads in the last decade Most Pepsi Super Bowl ads were full music videos with top celebrities which went viral with million plus views on YouTube Overall, Pepsi spends more than half its marketing budget on TV
Source: http://youtube.com/watch?v=uRu9HO_tIpw http://www.youtube.com/watch?v=JHboqbcjGSQ

The Promise of PepsiCo

In 2009, PepsiCo committed to the promise of performance with purpose: delivering growth by investing in a healthier future for people and our planet.

Source: http://pepsico.com, http://pepsico10.com, http://thepromiseny.com

Pepsi: Moments to Movement

Each of our beverage brands has a strategy and marketing platform that will be less about (creating) a moment, more about a movement. My primary role involves thinking about How do we start integrating social media into the overall organization?"

Frank Cooper, Chief Consumer Engagement Officer, PepsiCo

Bonin Bough, Global Director of Digital and Social Media, PepsiCo

Pepsi Refresh Anthem

In January 2009, Pepsi launched its Refresh rebranding with a Forever Young TVC featuring Bob Dylan and Will.i.am Every generation refreshes the world. Now its your turn.

Source: http://youtube.com/watch?v=MNVxeBglwxo

Pepsi Refresh Everything

The earlier version of the Pepsi Refresh website showcased content and contests that focused on refreshing various aspects of popular culture.

Source: http://refresheverything.com

Pepsi Refresh Studio

In September 2009, Pepsi tied up with Will.i.am to launch a contest to create a usergenerated video and music track of the single "La La La" from LMFAO.

Source: http://ultimaterefresh.com http://pepsi.realitydigital.net

The Pepsi Refresh Project

In January 2010, Pepsi launched the Pepsi Refresh Project with a budget of $20m and an intent to support ideas that refresh local communities. Based on the Pepsi Optimism Project (POP) Survey findings: Americans believe that the best ideas are more likely to come from "normal people" as opposed to public figures.
Source: http://refresheverything.com

Pepsi Refresh: One People TVC

The One People TVC for Pepsi Refresh aggressively promoted online. However, Pepsi let go of its Super Bowl opening ad position for the first time in 23 years.

Source: http://youtube.com/watch?v=2fS39FitsoQ

Pepsi Refresh: Game Mechanics

Up to 1000 ideas can be submitted in six categories each month with voting in the next month. Each month is effectively a new campaign. 32 grants of $5k, $25k, $50k and $250k, totaling to $1.3m each month. Leader board for the most popular ideas.
Source: http://refresheverything.com

Pepsi Refresh: Ambassadors

Respected thought leaders from GOOD act as Refresh Ambassadors (and community managers) in each category. Pepsi also tied up with GOOD, Global Giving, Do Something and City Years as cause marketing partners.

Source: http://refresheverything.com

Pepsi Refresh: Blog

Written by six category ambassadors from Good. Blog posts include a combination of announcements, how-to tips, case studies and grantee stories to energize and educate the community.

Source: http://refresheverything.com

Pepsi Refresh: Showcase

All funded ideas are showcased and their progress tracked on the idea blog.

Source: http://refresheverything.com

Pepsi Refresh: Virality

Contestants can promote their ideas via updates on social networks like Facebook and Twitter, or via a widget on their blog or website. The Pepsi Refresh voting app on Facebook shows ideas your friends support and has more than 50k users.
Source: http://refresheverything.com

Pepsi Refresh: Brand Website

The Pepsi brand website promotes the Pepsi Refresh Project along with other current brand promotions, most of which are thematically related to the Pepsi Refresh Project theme.

Source: http://pepsi.com

Pepsi Refresh: Facebook

Customized landing tab on Facebook to showcase the highlights of the project.

Source: http://facebook.com/refresheverything

Pepsi Refresh: Facebook

Tab to showcase MTV VJs road trip across America to meet the Pepsi Refresh grant recipients.

Source: http://facebook.com/refresheverything

Pepsi Refresh: Facebook

Tab to showcase Pepsi Refresh Celebrity Challenge where Demi Moore and Kevin Bacon promoted their favorite causes.

Source: http://facebook.com/refresheverything

Pepsi Refresh: One Goal in Mind

In the run up to the FIFA World Cup, Pepsi Refresh tied up with the US soccer team to run a contest where three players promoted their favorite ideas

Source: http://ussoccer.com/pepsirefresh

Pepsi Refresh: Cherry Goodness

Pepsi Refresh contest where consumers can win $5000 for themselves and $5000 to support their favorite charity by finding one of the 100 specially marked Pepsi Cherry products.

Source: http://refresheverything.com

Pepsi Refresh: Results

Added 200k new Facebook fans in Super Bowl week. Over 500k new Facebook fans by end May. 2m registered users by end-May. 5m unique visitors a month. 60,000 tweets (175 million Twitter impressions) by end-May.
Source: http://refresheverything.com

Pepsi Refresh: Canada

Pepsi is now starting the Pepsi refresh Project in Canada. 10 grants of $5k, $25k, $50k and $250k, totaling to $200k each month.

Source: http://refresheverything.ca

Six Shifts in 360 Marketing

One: From TVC-centric campaign to communitycentric campaign Two: From inside-out brand message to outside-in social object Three: From standalone campaigns to a series of campaigns that build upon each other Four: From standalone content pieces to permission-based content streams Five: From linear adsupported growth to viral organic growth Six: From reach and frequency to participation

Content + Community + CRM Campaign 3 Campaign 2 Attention Campaign 1

Time

Six Shifts in 360 Marketing

One: From TVCcentric campaign to communitycentric campaign
From

To

Six Shifts in 360 Marketing

Two: From insideout brand message to outside-in social object
From

To

Six Shifts in 360 Marketing

Three: From standalone campaigns to a series of campaigns that build upon each other
From

To

Six Shifts in 360 Marketing

Four: From standalone content pieces to permission-based content streams
From

To

Six Shifts in 360 Marketing

Five: From linear ad-supported growth to viral organic growth
From

To

Six Shifts in 360 Marketing

Six: From reach and frequency to participation
From

To

Decoding the Social in Social CRM

Social CRM Use Cases

Marketing
Brand tracking Research communities Changing medium or message Viral marketing campaigns Evangelist communities

Sales
Identifying leads

Support
Identifying problems

Innovation
Identifying trends and ideas Acknowledgi ng ideas

Collaborati on
Profiles, groups and activity streams Shared workspaces

Insights

Response

Converting leads

Solving problems

Proactive

Referral campaigns

Suggestion campaigns

Suggestion campaigns

Blogs and wikis

Crowdsourcing

Evangelist communities

Self-service communities

Ideation communities

Employee and partner communities

Adapted from: Altimeter Social CRM Use Cases

The Social & CRM Sides of SCRM

Some players are approaching Social CRM from the Social-side, others from the CRM-side. The Social and CRM approaches are rooted in different value systems and might not converge. 4. CRM solutions with social features MS Dynamics Oracle CRM Private One-to-one Rule-driven

1. Social media 2. Community 3. Community tools with CRM platforms with platforms with features CRM connectors CRM core Hootsuite Radian6 Buzzstream Social Public Many-to-many Emergent Jive Lithium ENgage Salesforce RightNow Helpstream

HootSuite
Provides workflow, analytics, for teams to manage multiple Twitter accounts and distribute messages across multiple networks. Other features are influence rating, custom URL for analytics, regional tracking.

Source: http://hootsuite.com/

CoTweet
Enable teams to monitor, manage, and triage conversations in Twitter, analyze keywords and trends, assign updates to team members and schedule responses

Source: http://cotweet.com

BuzzStream
Lightweight influencer relations tool targeted at SMEs and agencies. Keyword tracking, profiling, contact management, workflow management and conversation history.

Source: http://buzzstream.com/social-media

BuzzStream Case Study

How can a photo sharing startup convince influencers to write about its platform? Video demo

Source: http://vimeo.com/6163011

Radian6
Social media analytics tool targeted at agencies and enterprises. Keyword tracking, sentiment, analytics, profiling, workflow management. Integration with Saleforce CRM. Integration with Webtrends and Omniture web analytics.

Source: http://radian6.com/integration/social-crm & http://radian6.com/integration/web-analytics

Radian6 Case Study 1

How can a landscaping company find point of need sales leads on Twitter and the social web? Screenshot 1 of 4: Tracking conversations related to select keywords in Radian6.

Source: http://radian6.com/applications/sales-and-leadgeneration/

Radian6 Case Study 1

How can a landscaping company find point of need sales leads on Twitter and the social web? Screenshot 2 of 4: Syncing contact record between Radian6 and Salesforce.

Source: http://radian6.com/applications/sales-and-leadgeneration/

Radian6 Case Study 1

How can a landscaping company find point of need sales leads on Twitter and the social web? Screenshot 3 of 4: Tracking contact history in Salesforce.

Source: http://radian6.com/applications/sales-and-leadgeneration/

Radian6 Case Study 1

How can a landscaping company find point of need sales leads on Twitter and the social web? Screenshot 4 of 4: Tracking impact on web traffic with Webtrends & Omniture.

Source: http://radian6.com/applications/sales-and-leadgeneration/

Radian6 Case Study 2

How can a cable company manage customer support in real time? Screenshot 1 of 4: Tracking conversations related to select keywords in Radian6.

Source: http://radian6.com/applications/customerservice-outreach/

Radian6 Case Study 2

How can a cable company manage customer support in real time? Screenshot 2 of 4: Identifying conversations related to potential customer support problems in Radian6.

Source: http://radian6.com/applications/customerservice-outreach/

Radian6 Case Study 2

How can a cable company manage customer support in real time? Screenshot 3 of 4: Assigning problems to customer support team using the workflow features in Radian6.

Source: http://radian6.com/applications/customerservice-outreach/

Radian6 Case Study 2

How can a cable company manage customer support in real time? Screenshot 4 of 4: Syncing case with Salesforce CRM and tracking case history in Salesforce.

Source: http://radian6.com/applications/customerservice-outreach/

Sysomos Heartbeat
Social media analytics tool targeted at agencies and enterprises. Keyword tracking, sentiment, analytics, profiling, workflow management. Integration with Saleforce CRM.

Source: http://sysomos.com/products/overview/heartbeat

Alterian SM2
Social media analytics tool targeted at agencies and enterprises. Keyword tracking, sentiment, analytics, profiling, workflow management. Integration with Alterian Dynamic Messenger and Alterian Content Manager.
Source: http://alterian-social-media.com/WhySM2/dynamic-messenger

Lithium
Full-featured enterprise social computing platform for large enterprises. Deep integration with Twitter, Omniture, Salesforce and Rightnow.

Source: http://lithium.com/what-we-offer/social-crmsuite

Lithium
Blogs, forums, idea, chat, mobile. Reputation system, tribal knowledge base, command center, content discovery, content syndication.

Source: http://lithium.com/what-we-offer/social-crmsuite

Lithium Case Study 1

How can a gadgets marketer connect customer conversations across the social web, ideation platforms, support forums and CRM platforms?

Source: http://youtube.com/watch?v=j1ozGiXSpI0

INgage ELAvate
Full-featured enterprise social computing platform for large enterprises and government agencies. Ideation, community, public comment, marketplace and mobile solutions. Deep analytics and Microsoft Dynamics CRM integration.
Source: http://ingagenetworks.com/services-elavateenterprise

Jive Market Engagement

Jives social media monitoring and response offering, includes a virtual war room. Integrated with their full-featured internal collaboration and external community platform.

Source: http://jivesoftware.com/solutions/marketengagement

Jive Case Study 1

How can a mobile phone company connect with its consumers to generate ideas for new products and features? Structured ideation platform to solicit and select best customer ideas.

Source: http://sonyericsson.com/se-dot/

Helpstream
Community platform focused on customer service. Social media monitoring. Ideas, Q&A and knowledge bases. Integration with Salesforce or Oracle CRM.

Source: http://www.helpstream.com/site_product/product.html

Attensity
Complete suite of customer experience applications for enterprises, driven by semantic text analysis. Partnerships with Lithium and Radian6.

Source: http://attensity.com

RightNow CRM
Full suite of social and community solutions integrated with SaaS-based CRM. Support, innovation and customer communities. Social media monitoring.

Source: http://rightnow.com/cx-suite-socialexperience.php

Salesforce Service Cloud

Full suite of social and community solutions integrated with SaaS-based CRM. Community features like ideas and answers. Integration with knowledge base and CRM. Deep Twitter integration. Force.com and Facebook API.
Source: http://salesforce.com/in/crm/customer-servicesupport/

Chatter Collaboration Cloud

Facebook for the enterprise. Members can create personal profile, public groups, monitor projects and share content. Integration with Twitter and Facebook.

Source: http://salesforce.com/in/chatter/apps/

Chatter Collaboration Platform

APIs for developers to create new social applications connected with Chatter.

Source: http://salesforce.com/in/chatter/platform/

Salesforce Case Study 1

How can a coffee chain collaborate with its consumers to co-create new products and services? Structured ideation platform to solicit and select best customer ideas.

Source: http://mystarbucksidea.force.com/

Salesforce Case Study 2

How can a computer vendor engage its customers to get ideas for new products and improvements on existing products? Structured ideation platform to solicit and select best customer ideas.

Source: http://ideastorm.com

Salesforce Case Study 3

How can a shoe manufacturer involve its consumers to create new designs and products? Structured ideation platform to solicit and select best customer ideas.

Source: http://crocsideas.force.com/

Apirio
Offers products and services that help firms using the Force.com platform to integrate their communities with Facebook, Amazon Web Services and Google Apps.

Source: http://appirio.com/products/CloudConnect_facebook.ph p

Apirio Case Study 1

Custom Facebook application powered by Salesforce to drive and measure wordof-mouth referrals in a Starbucks campaign to encourage volunteerism.

Source: http://appirio.com/products/rms/viralmarketing_demo/ viralmarketing_demo.htm

Apirio Case Study 2

Custom Facebook application powered by Salesforce to use and measure wordof-mouth referrals in a Mark campaign to encourage product referrals.

Source: http://apps.facebook.com/meetmark/home.do

SocialCRMTools
Salesforce application to manage contacts and conversations on Twitter, Facebook and LinkedIn.

Source: http://socialcrmtools.com/

GetSatisfaction
Off-domain customer-driven self-service platform integrates with Salesforce.

Source: http://getsatisfaction.com/uses/salesforce

In Summary

The Experience Ecosystem Toolkit

The toolkit for creating a talkworthy experience ecosystem is coming together. Salesforce seems to be best positioned to offer an end-to-end solution.

The Conversation Feedback Loop Social Media Analytics Solutions Listening Profiling Social Applications Sharing Connecting Collaboration Solutions Collaborating Co-creating Social Commerce Community & CRM Solutions Platforms Converting Supporting Energizing Retaining

Radian6 Sysomos Alterian SM2 Buzzstream

Facebook API OpenSocial API Twitter API LinkedIn API

Bazaarvoice SocialText SF Sales Cloud Chatter RightNow Accept Ideas SF Service Cloud Helpstream

Jive Lithium INgage

Talkworthy Experience Ecosystem

Social CRM Solution Components

#6 CAMPAIGNS 4.5 Super-user Profiling 4.4 Workflow Management 3.5 Mobile Integration 3.4 OpenSocial Integration 3.6 Analytics Integration 5.5 Partner Relations 5.4 Influencer Relations 5.3 Market Research

4.3 Community Engagement 3.3 LinkedIn Integration 4.2 Content Creation 3.2 Twitter Integration

2.3 Groups 2.4 Chat

3.7 CRM Integration

2.2 Forums

4.1 Content Moderation #4 SERVICES

3.1 Facebook Integration #3 INTEGRATION

2.1 Blogs

1.1 Profiles 1.2 Relationships 1.3 Activity Streams 1.4 Reputation System 1.5 Search & Discovery #1 CORE

5.2 Sales & 3.8 Transaction Marketing Integration 3.9 Content 5.1 Customer Syndication Support #5 USE CASES

2.5 Ideas

#2 APPLICATIONS

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2020social.com | contact@2020social.com| @2020social
gaurav@2020social.com @gauravonomics kaushal@2020social.com @ksarda