Dr Nat News » Social CRM

What’s The ROI Of Social Media? That’s What EVERYONE WANTS TO KNOW!

admin — Sun, 03 Jan 2010 23:38:49 +0000

So to help with that, and dispel the notion that social media is just a waste of time, I worked on creating a model around the enterprise value of social media. I looked at an area of a company and wanted to see, if I took the metrics used to measure, say Customer Service and I applied social media, how would the performance of that department change.

From all the posts, comments and tweets, we all know that customer service needs to shift. Is social media the way the shift will happen? That remains to be seen, although there are already hundreds of companies going in this direction.

Would love to hear your thoughts and comments!

If you are still wondering if there is an ROI, check out this presentation on slideshare.net:

ROI of Social Media

Learn. Share. Grow!
Thanks for tuning in!

Dr. Natalie

Follow me on twitter: www.twitter.com/drnatalie

Is Calculating the ROI Of Social Media a Deflection Technique When Leaders Aren’t Ready for Social Interaction Change? With Sean O’Driscoll

admin — Sun, 03 Jan 2010 23:24:40 +0000

While we were at WOMMA.org conference, Sean shared some of his ideas on measuring social media. Is the insistence of calculating the ROI really just executives not wanting to venture where they must go?

Here’s is a candid interview with Sean O’Driscoll of Ant’s Eye View:

Learn. Share. Grow!

Thanks for tuning in! Dr. Natalie

www.twitter.com/drnatalie

You can learn more about Sean at http://www.antseyeview.com/blog/

and follow him on twitter at http://twitter.com/seanodmvpt

More about Sean:

Prior to co-founding Ant’s Eye View, Sean was a 15 year veteran at Microsoft Corporation. In his most recent capacity as General Manager, Community Support Services, Sean was responsible for developing social media and community-based support models and leading the global Microsoft MVP program. The MVP program was designed to award and recognize amazing individuals in technical communities around the globe who share a passion for technology and the spirit of community.

Sean is the co-chair of the influencer council for the Word of Mouth Marketing Association, and graduated from Pacific University (1992) in Forest Grove, Oregon, with degrees in business administration and philosophy.

He now lives just outside Seattle, Washington, with his wife Kari, and two daughters, Erin and Lauren.

Mike Krigsman and Dion Hinchcliffe At DreamForce On Organizational Change Management and Social Media: Part 1

admin — Sun, 03 Jan 2010 23:10:50 +0000

It was my pleasure to interview Mike Krigsman and Dion Hinchcliffe at Dreamforce. One of the best things about going to conferences is getting to meet the people you interact with in Twitter or read their work and thought leadership on sites like ZDNet.com

At Dreamforce Marc Benioff announced Chatter. As both a collaboration application and a platform for building social cloud-computing apps, Chatter is designed to help you connect and share information securely in real time.

I talked to Mike Krigsman and Dion Hinchcliffe about their thoughts around the user adoption issues with Enterprise 2.0 collaboration software and platforms, change management and Knowledge Management challenges organizations face when trying to use all the social interaction data within their company as well as externally. This is part 1 of the interview:

Learn. Share. Grow!

You can follow Mike and Dion at:

http://twitter.com/mkrigsman and read his blog at: http://blogs.zdnet.com/projectfailures/

http://twitter.com/dhinchcliffe and http://blogs.zdnet.com/Hinchcliffe and http://hinchcliffeandcompany.com/

and ZDNet is at: http://twitter.com/zdnetblogs

Fractal photo source: flowtv.org/wp-content/uploads/2007/10/fractal.jpg

An Interview With CEO Jennifer of ScoutLabs.com at Web 2.0 Conference

admin — Tue, 17 Nov 2009 15:43:03 +0000

CEO of ScoutLabs.com Jennifer Zeszut

In many companies, Marketing and PR were the first to pay attention to customers in the cloud. Jennifer’s interview addresses some of the issues around the various functional departments within an organization and how measuring can help customer service.

Click here to hear Jennifer’s interview: CEO Jennifer Zeszut, of ScoutLabs at Web 2.0 NYC

You can follow Jennifer and scoutlabs.com on twitter:@jenniferland and @scoutlabs

And you can follow all the fabulous speakers at http://www.web2expo.com/webexny2009/

Learn. Share. Grow.

Follow me on twitter at www.twitter.com/drnatalie

Interview with O’Reilly Author, Sean Power, Complete Web Monitoring

admin — Tue, 17 Nov 2009 12:15:22 +0000

Sean Power, Author of Complete Web Monitoring

At web 2.o Sean was kind enough to spend a few minutes with me on the necessity of measuring your social media initiatives.

Click here to learn more about metrics and measurement by Sean: Sean Power on Measuring Web 2.0 and Social Media

You can learn much more in his book, Complete Web Monitoring, written by co-author Allister Croll. http://oreilly.com/catalog/9780596155148/

Complete Web Monitoring By Sean Power and Allister Croll

Follow Sean on twitter: www.twitter.com/seanpower

Follow Alistar on twitter: www. twitter.com/Acroll

Learn. Grow. Share.

You can find me on twitter at www.twitter.com/drnatalie

An Interview with Tony Nemelka On The Future of Business as They Deploy Social Media and Enterprise 2.0 Technologies

admin — Tue, 17 Nov 2009 01:14:23 +0000

In this interview, I spoke to Tony about his thoughts on where we are and the future of Social CRM.

Tony Nemelka, Social CRM Expert

Tony started his career at IBM in mainframe sales, then went to watch the PC, client server revolution.

And today he is seeing a new kind of revolution:

First is the transformation of business to a more social business where customers and employees are thought of as “partners.” This change in strategy and its accompanying technologies results in changes in business processes introduced by the internet.
And second is revolution is around the “cloud” or others might refer to it as SaaS.

He sees companies looking to deploy things that are going to offer them competitive advantages. And the questions they will be asking themselves are:

“Where is the innovation going to come from?”
“Where is it going to be built? On premise or in the “cloud?” and
“What tools/ applications will can we use?”

He talked about his experience with the VC (venture capital) world. He does not seem them focusing on funding on-premise technologies or applications. Which sounds like the innovations will be centered around the “cloud.”

Click here to hear how Tony sees the future shaping up:

You can follow Tony on Twitter at: http://twitter.com/tnemelka

p.s. Tony’s lanyard was via http://www.zebra.com/

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To participate in more conversations on Social CRM, follow me on twitter: drnatalie and use the Twitter hash tags: #SCRM #CustomerService #VSCRM #SocialMedia

Learn. Grow. Share.

Exclusive Interview With Brent Leary on Social CRM and the Influence of Smart Phones

admin — Thu, 12 Nov 2009 22:05:59 +0000

Brent Leary CRM and Social CRM Expert

While I as attending Oracle OpenWorld, I had a chance to talk with Brent Leary.

In this interview, Brent shares his thoughts on social CRM, where companies are and where they need to go:

How social CRM is lending itself to mobile devices
How smart phones have transformed into a business phones/ nearly mini computers
How the rise of smart phones is forwarding social CRM
The devices he uses, including a Flip Video camera, iPhone, Blackberry, Olympus OS10, a netbook…
The hashtag communities on twitter and how they forward in-person meetings: establishing and connecting with people you might never have gotten to know…

Click below to listen to Brent’s insights: (the video is 6 minutes long, so it may take a minute to load):

How Smart Phones Are Driving Social Media Adoption

You can follow Brent on twitter- he is at: www.twitter.com/brentleary

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To participate in more conversations on Social CRM, follow me on twitter: drnatalie and use the Twitter hash tags: #SCRM #CustomerService #VSCRM #SocialMedia

Learn. Grow. Share.

Exclusive Interview with Esteban Kolsky on Social CRM Analytics

admin — Tue, 10 Nov 2009 20:11:30 +0000

In this interview with Esteban, we look the necessity of analytics on social CRM. Pretty much you get what you measure.

Esteban Kolsky, Social CRM Expert

Esteban told me that his opinion on whether companies will truly become “social” depends upon their ability to collect, analyze and implement social feedback- from both employees and customers.

Most of the feedback in the social cloud is unstructured. So then the question becomes how does a company make sense of this unstructured data cloud?

Esteban gives his thoughts on:

Enterprise feedback management – the old way and the new way- via social CRM
The need for real-time responses to customer social interactions
The differences between monitoring customer feedback interactions and creating actionable insight: sentiment, cost, the affect and the next steps of the company based based on the feedback and comments in the cloud
The voice of the customer, customer experience and executive oversight of integrating these into business
The business value of adding social customer interaction feedback to your company.

Click to hear Esteban’s thoughts on measuring the value of Social CRM: (the video is ~6 minutes long- so it takes a minute to load… but be patient… its worth the wait…)

Esteban Kolsky on Measuring the Value of Social CRM

You can follow Esteban on twitter: he is at http://www.twitter.com/ekolsky

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To participate in more conversations on Social CRM, follow me on twitter: drnatalie and use the Twitter hash tags: #SCRM #CustomerService #VSCRM #SocialMedia

Learn. Grow. Share.

How Los Angeles Radio Station, KCRW is Using Social Media to Interact and Serve Listeners

admin — Tue, 10 Nov 2009 19:46:46 +0000

Anil Dewan, Director of New Media, KCRW

While at the 140tc Conference in Los Angeles, I had the honor to interview KCRW’s Anil Dewan, Director of New Media and learn how they are using social media to attract fans, interact with them and serve them better!

You can follow him on Twitter at @AnilDewan and you can follow KCRW on Twitter @KCRW.

Here’s the interview with Anil…

Here’s a snapshot of KCRW’s website page on “how to interact with us using social media sites like Twitter, MySpace and Facebook.”

KRCW's social networking website page

This gives those that are not familiar with social media clear information on how to become a social interaction fan of KCRW.

How to Connect With KCRW on Facebook

KCRW's instructions on how to connect with them on MySpace

KCRW's Twitter Page