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Business&ITAdvisory-SocialMediaStrategy,©RightsReserved
Social Media Strategy
Prepared By : Vishal

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Business&ITAdvisory-SocialMediaStrategy,©RightsReserved
Advisory Services
Catalogue
Growth Strategies
• Market Strategy Development
• Competitive Analysis
• Profiling
• Market Watch and Go To Market
• Distribution Channel Analysis
• Sales Enablement
• Messaging
• Buyer Profiling (360 degree view)
• Pipeline and Account Management
• Executive Briefings
• Telecom, Media, FMCG, FSI
• Market Research and Feasibility Analysis
• Technology Assessment, Roadmap & Enablement
• Digital Enablement
• Mobility First
• Cloud Enablement
• Analytics and Reporting
• Social Media Strategy
IT Strategy and Alignment
• IT/Business
• Alignment
• Business Case Development (Val2.0)
• Benefit Realisation
• IT Assessment
• Due Diligence
• Current and Future State Assessments
• Improving Business Performance
• Operating Model Review and Design
• Portfolio Analysis
• IT Economics
• CFROI, TCO, ROIC, IRR, ROA
• IT Sourcing
• Insourcing/Outsourcing/Offshoring
• IT Cost Allocation/Chargeback/Cost Reduction
• IT Talent and Resource Management
• IT Performance Management and Portfolio Management
• IT Governance/Compliance/Risk Management - COBIT

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Business&ITAdvisory-SocialMediaStrategy,©RightsReserved
Social Media
Drivers
• Customer Service – Establish Credibility, Operationally Efficient
• Brand Awareness - Establish Credibility
• Innovation and Upgrades – Most potential, Simplification and Shorter Development
• Customer Relationship (Loyalty & Incentives ) – loyalty via rebates or vouchers, can reduce the operational efficiency
and simplify the product
Before
• Branded Presence
• Short Term Relationships
• Immediate Conversion
• Broadcast Marketing
• Limited Metrics
• One Funnel
Benefits
After
• Branded Presence (revitalisation)
• Long Term Relationships
• Full Customer Life Cycle
• Conversational Marketing
• Broad Metrics across the lifecycle
• Multiple Funnel across the web

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Business&ITAdvisory-SocialMediaStrategy,©RightsReserved
Social Media
Why
Source: Capgemini - Social Business Transformation
Low High
Low
Competitiveness
SocialCustomersHigh
Customer
Engagement
Corporate
Branding
Urgent
Enterprise Wide
Cost
Reduction
Customer Engagement
• Marketing
• Sales
• Production
• Service
Enterprise Wide
• All Process
Corporate Branding
• HR
• Corporate Communication
Cost Reduction
• Product Develop.
• Production
• Procurement
• Logistics
Social Media is not a fad anymore, it is on the verge of becoming a
mainstream medium in a B2B and B2C environment. It is driving major
changes in 4 main areas, Customer Engagement, Branding, Cost Reduction
and Enter prise wide processes. Following areas under each heading is
leveraging this medium for facilitating Digital Transformation
Social Media must be a part of Digital Transformation roadmap so that enterprise
goals are aligned across all the business units. Risk of running a silo based Social
initiative within an organisation or by marketing team only will not give benefits
in terms of ROI.

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Business&ITAdvisory-SocialMediaStrategy,©RightsReserved
Social Media
Transformation Framework
Growth Strategy
• Increase Customer Volume (new Segments)
• Increase Share of Customer Wallet
Financial
Perspective
Brand Awareness
• Improved Awareness
• Customer Reach
Customer
Perspective
Internal
Perspective
Learning &
Growth
Perspective
Productivity Strategy
• Improve Efficiency & Effectiveness
Communication Governance
Products & Services
• Simplification and Innovative
• Upgrades and Automation
• Shorter Development Lifecycle
Customer Relationship
• Improved Intimacy
• Customer Loyalty (Less Churn)
Culture & People Technology
• Roll out Social Stack

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Business&ITAdvisory-SocialMediaStrategy,©RightsReserved
Social Media
More To Come
Captures FutureCaptures PresentCaptures Past
• There is more to come in Social Media. Digital platforms to this date have captured past and
present of a customer quite well, courtesy of Facebook (Primarily Photos) and Twitter
(Primarily Announcements).
• For capturing future, like announcements, events, meetings, tasks, more work is required.
Leveraging Data Analytics and Artificial Intelligence will drive emergence of a sustainable
platform.
Facebook
(Photos)
Twitter
(Announcement)
?

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Business&ITAdvisory-SocialMediaStrategy,©RightsReserved
Social Networks
(Facebook, Twitter, Foursquare, Linkedin)
Monitoring & Analytics
(Brand Monitoring, Insights)
Aggregation
(Identity Brokers,
Aggregators)
Publication
(Apps, Management)
Social Platforms
(Community, Collaboration, Blogging, Innovation, Social
Commerce )
Services
Infrastructure
Source: Altimeter Group, Business Stack
Social Media
Business Stack
• This stack can be used to map current footprint of Social Media penetration within an organisation.

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Business&ITAdvisory-SocialMediaStrategy,©RightsReserved
Social Media
Use Cases - Listen
Conversations
• Share of Voice
• Audience Engagement
• Conversations Reach
Marketing Sales
Customer
Experience
Service
& Support
Innovation Collaboration
Advocacy
• Active Advocates
• Advocate Influence
• Advocacy Impact
Innovation
• Topic Trends
• Sentiment Ratio
• Idea Impact
Facilitate Support
• Issue Resolution Rate
• Resolution Time
• Customer Satisfaction Rate
Source: Altimeter - Social Marketing Analytics: A New Framework for Measuring Results in Social Media

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Business&ITAdvisory-SocialMediaStrategy,©RightsReserved
Social Media
Use Cases - CRM
Source: Altimeter - Social Marketing Analytics: A New Framework for Measuring Results in Social Media
2. Social
Marketing
Insights
3. Rapid
Social
Marketing
Response
4. Social
Campaign
Tracking
5. Social
Event
Management
6. Social
Sales
Insights
7. Rapid
Social Sales
Response
8. Proactive
Social Lead
Generation
9. Social
Support
Insights
10. Rapid
Social
Response
11. Peer-to-
Peer Unpaid
Armies
12.
Innovations
Insights
13.
Crowdsourc
ed R&D
14.
Collaboratio
n Insights
15.
Enterprise
Collaboratio
n
17. Seamless
Customer
Experience
18. VIP
Experience
16. Extended
Collaboratio
n
Marketing Sales
Customer
Experience
Service
& Support
Innovation Collaboration
1. Social Customer Insights

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Business&ITAdvisory-SocialMediaStrategy,©RightsReserved
Social Media
Need to know more
For more information, please contact:
Name: Vishal
Email: info@sharmavishal.com
Twitter Handle: sharmavishal
Web: http://www.sharmavishal.com
Mobile: 0468-675-566 (From overseas – 61 468 675 566)