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Social media has become essential to today’s business - organizations of all sizes are engaging at higher rates. How do you monitor, manage, and report on these conversations? What can you do with all the data collected? And more importantly, how can you leverage social intelligence to influence and cross-inform multiple levels across the entire enterprise? Social media is no longer simply a marketing channel. Social is now a resource that intelligent organizations are leveraging to make strategic business decisions, inform product direction, build sales leads, enhance customer support, monitor brand health, and talent prospecting.
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BUSINESS @ THE SPEED OF SOCIAL
Mao Keo
VP, Business Development
Tracx
@Tracx #SugarCon
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Social Evolution
• It’s no longer as simple as a Tweet• Organizations leverage social to:
– Influence strategic business decisions– Inform product direction– Build sales leads– Enhance customer support– Monitor brand health
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The Social Enterprise
• Social Media is more than a marketing concern
• Leveraging social data into the enterprise through integrations with current systems and platforms:
– CRM– ERP– Marketing Automation– Business Intelligence
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Beyond Your Firewall
EXAMPLE 1
Supply-Chain Management
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Social Insight Brings Greater Revenue
Major brick-and-mortar retailer alters inventory allocation more efficiently through social insights.
Through studying regional social buzz and sentiment around new product launch, the client was able to anticipate greater demand pre-launch by region and efficiently re-allocate inventory levels for greater sales velocity and increased revenue.
EXAMPLE 2
Personalized Customer Engagement
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Capturing the Demand Moment
Department store geo-locates customers in-store for immediate, relevant support and sales
By monitoring their physical major retail outlets, a department store was able to surface customers at the moment when they were most in-market to purchase products and offer them incentives and discounts that were immediately actionable.
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The Tweet
Bring together your internal data with external data.
EXAMPLE 2
Social Customer Care
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Placing the Customer First
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Superior Service Through Social
Real-time social monitoring produces happier customers when engagement lag is minimized
Consumers engage brands across all channels, by monitoring and managing social outlets (not just owned-media), customer-focused organizations respond quicker and personally to raise customer satisfaction levels.
Your customers expect immediate responses.
IN CONCLUSION
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Beyond Your Firewall
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Social is More than Just Marketing
Use the right tool to bring social data into your organization
Leverage Social Data across the enterprise through integration
Raise customer satisfaction levels by engaging your customers in real-time everywhere
THANK YOU
@Tracx #SugarCon
