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"Social networking" has been around forever. It's the simple act of expanding the number of people you know by meeting your friends' friends, their friends' friends and so on. In fact, many of us today use Twitter and Facebook to promote our existing and upcoming businesses. And people looking to connect with other business-associated contacts usually move to sites like LinkedIn, but one need to understand that social media is beyond Twitter, Facebook, LinkedIn and Blogs. After observing and running an analysis on hundreds of Social Networking sites I have listed down 40 most popular social networks across countries.Socialytics
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The need Of Social CRM and Community Building
Social Network EvaluationPromise-Tool-Bargain
Shirky points out that there is no recipe forsuccess with social media but defines three broadrules… •a successful fusion of a plausiblepromise,
•An effective tool and an acceptablebargain with the users.
• Three lenses to look atsocial media: promise, tool, and bargain.
The promise is the basic why for anyone to join or contribute to a
group.
The tool determines how the media will
work.
The bargain sets standards of behavior and
norms for and by the group.
80% of consumers
research products
online every week
57% of customers
search for a solution
online first
80% of twitter users
expect a response to their query in a day or
less
40% of customer
service tweets 25
largest retailers are solved less than 24 hrs
One in five shoppers
prefer online chat over all
other mediums
75% of surveyed
consumers said they
would prefer to use online
support
91% say they would use an online
knowledgebase if it were
available
50% of Face book users
expect a response to their query less than 24
hrs
Nearly 1 in 3 expect a
company to provide
direct access to customer
support
40% of users using social sites value access to customer
service
Why Social CRM?
Analyze & segregate sentiments of user posts across Social
channels
Communicate directly with the users
Relevancy Status Indicator, Response
Status Indicator, Target Identification.Feed Classification
using Customer Aligned Taxonomy
A. No response, you’re not listeningB. Respond. No data is recorded.
ProblemSolved
Data Added to
Profile
BusinessIntelligence
Social CRM: Business Process
Monitoring
Marketing
Engagement
Sales
CustomerService
Data
Social Graph(Customer
Profile)
Internal(Customer
Profile)
Law of Few
“Hair” for your “Bare”Head
Maven
Connector
Salesmen
“Hair” for your “Bare”Head
“Hair” for your “Bare”Head
“Hair” for your “Bare”Head
Traditional medium
Social Networking
Social Networking virality
virality
You
Law of the FewLaw of the few means that a very small number of
people are linked to everyone else in a few steps, andthe rest of us are linked to the world through those
special few.
Law of the few says that Connectors, Mavens, andSalesmen are responsible for starting word of mouthepidemics, which means that if you are interested instarting a word of mouth epidemic, your resources
ought to be solely concentrated on those three groups
• Characteristics of Communities
1. Communities grow out of cultures2. Communities create stickiness through discussion3. Rule of 150 – communities lose value for members4. when they grow beyond 150 members5. Communities develop “transactive”6. memory” (distributed cognition) in which7. knowledge is externalized by the individual, yet8. internalized within the community (mediated via9. tools/artifacts)
Best Practices in
Social Media
• Multi source engagement console
• Find trends ,most influential posts.
Personalize Social Experience
• Moderate unwanted data's social noises.
• Mark as Spam and DeleteSocial
API’s
• Common interface for posting on Social Networks
• Reply to user posts/comments
Social Competitive Index
•Build your Social Community
•Engagement Index based on Community Size, No of Posts and Likes and Comments Received
• Presented By• Kanti nath banerjee
• Digital Strategist• www.about.me/kantibanerjee
