2. 200 million people in Linked-In
500 million people in Twitter
1 billion people in Linked-In
20-100 million people in
Orkut, Twenti, Hi-5
and other regionals
5. money comes from CRM
• customers have money, want products
• company wants money, has products
• company implements CRM, learns about
customers, what they want and need
• company makes what customer wants
• customer buys, gives company money
• company has money, customer has product
• happiness ensues…
7. making money from marketing
• not about creating content
• not about engaging customers
• not about shouting content
• not about exposing customers to content
• it is about just one thing…
8.
9.
10.
11.
12.
13. making money from sales
• not about selling to customers
• not about finding new prospects, new people
to sell
• not about giving salespeople tools to “spy” on
their customers
• not about making more money “while you
sleep”
19. making money from service
• not about upselling or cross-selling
• not about call deflection
• not about cost reduction
• not about increasing satisfaction (only)
• not (as much) about growing loyalty
• just one thing that makes money from service
20.
21. In the early days…
• dell marketed with coupons on twitter
• time warner sold movies on facebook
• nordstrom and jc penney tried facebook
• comcast deployed twitter customer service
• coca cola used facebook for marketing
• taco bell used facebook to find customers
• and they all concluded the same…
22.
23. really want to make money in social?
• it is ALL about the data
• 10-100x more noise than you’ve ever seen
– filter
– 10-15% increase in real-time, actionable data
• find, monitor, track, analyze, understand and
act on the data
– in real time (better, near real time)
– create actionable insights