Here's our presentation from a recent Webinar called Social CRM Summit via BrightTalk. You can download the presentation here or if you are interested in the recorded version, click here http://www.brighttalk.com/webcast/24021

1. SOCIAL BUSINESS COLLABORATION The Evolution of Social Business Collaboration Solutions Don Springer CEO don@collectiveintellect.com 303.881.7606 December 2010 Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.

2. SOCIAL BUSINESS COLLABORATION Contents Social Business Collaboration Overview Listening Platform – Social Analytics Social Targeting – Data Management Social Business Collaboration – Workflow Processes/ Measurement Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

3. SOCIAL BUSINESS COLLABORATION Social Business Collaboration Overview Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.

4. SOCIAL BUSINESS COLLABORATION Value comes with Social MaturityWhere are you today?Where do you want to go? ROI Maturity Social Business Collaboration Social Targeting & Data Mgmt. Monitoring Research Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

5. SOCIAL BUSINESS COLLABORATION What is Social Business Collaboration? A fully integrated solution, combining real-time Listening, Engagement and Measurement to effectively collaborate with your customers, prospects, influencers and employees in an ever-evolving socially connected world. It should be an easily customized and scalable solution, combining a technology platform with experienced professional services to help you implement and evolve your social business to best meet your ROI objectives. Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

6. Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc. SOCIAL BUSINESS COLLABORATION Why? To Identify, Engage and Track Customers, Prospects and Influencers Successfully as they Evolve through the Funnel Eyeballs Forrester - 2010

9. Strategy

10. Creative

11. Execution

12. Systems IntegrationSystems Approach - Integrated Listening Platform Data Management (Customer CRM DB, Central Transaction Repository) Engagement (Managed Process Workflow) Measurement (Business Intelligence Dashboards) Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

14. Web

16. Client Social Community

17. Private DataCust. CRM (online ↔ offline Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

20. Twitter

21. Blog

22. Landing Pages

23. Display Ad

24. Email

28. ConnectSocial Services consist of a blend of Strategy, Creative, Execution, and Systems Integration Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

29. SOCIAL BUSINESS COLLABORATION Desired Solution Attributes Real-time semantic filtering-based text mining and analytics across both social and private data sources Process-centric customer, prospect and influencer based social outreach Enterprise collaboration across marketing, sales, R&D, safety/regulatory, customer service and market research Performance measurement reporting for lines of business, executives and CRM agents Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

30. SOCIAL BUSINESS COLLABORATION Listening Platform – Social Text Analytics Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.

31. SOCIAL BUSINESS COLLABORATION The Listening Platform’s Key ValueTo identify the right prospects/customers ↔ conversationsto enable the right business function to take measureable action Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

33. Organic Insight Discovery

34. Dimension Creation for Repeatable Metric Measurement

37. Text Processing

38. KPI Roll-up

39. At Desired Frequencies

40. Hourly

41. Daily

42. Weekly

44. Sub-Topic (Dimension ID)

45. Message ID

46. Snippet ID

47. Social Profile IDCentral Repository (Transactional) Scheduled Data Runs (“Smart” feeds) Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

49. Passionscores within a category

50. Demographics (age, gender, and location) as available

51. Interests (category/brand features and attributes), if expressed

52. Intentions (awareness, consideration, preference, purchase, referrals and advocacy), if expressedTopicfeed: Real-time Processing: On-topic Posts and associated snippets Author and Source Media type – e.g. Twitter, Blog,… Sentiment Dimensions (Interest/Intentions) Batch Processing: Themes Terms Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.

54. Innovation

55. Advertising

56. Loyalty

57. Price

58. Problem

59. Quality

60. Revenue

62. Consideration/Preference

63. Purchase

64. Referral

65. Affinity

66. Intent to Switch

67. Viewing Intention

68. Travelling IntentionYou should also have the ability to create your own dimensions Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.

70. It’s fast for “exact” terms and phrase matching

71. Has problems with ambiguity

73. Parsing content to diagram context

74. Slow on large, unstructured text

76. High Performance for Speed and Precision

77. Easier Maintenance

78. Used for Highly Accurate CategorizationProprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.

79. SOCIAL BUSINESS COLLABORATION Social Targeting And Data Management Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.

80. SOCIAL BUSINESS COLLABORATION Social Targeting Better communicate with new prospects and existing customers… Targeting New Prospects Identify prospects engaging in online conversations in categories to support highly targeted social outreach programs. In the future, map profiles to emails/cookies to support targeted digital display advertising and outbound email campaigns Listening to Existing Customers Clients provide digital/social profiles of their current customers, so they can listen comprehensively to this Audience’s current and historical conversations to give unique insights for both macro Audience segments and individual customers/prospects to enable better targeting and continue to evolve and know your customers and prospects more deeply Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

81. The Enterprise’s Customer CRM data-base should evolve to capture social lifestyles/preferences Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc. Integrate Offline ↔ Online Data

82. SOCIAL BUSINESS COLLABORATION Social Business Collaboration – Workflow Processes & Measurement Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.

83. SOCIAL BUSINESS COLLABORATION Four Steps to Implement Social Business Configure & Discover Set Goals Measurement Action 1 2 3 4 Team Analysts Bus. Mgmt. Operations Define KPIs Respond Select Sources Dash-board 1 Social CRM System Seed & Influence Business Intelligence Define Topics Dash-board n Workflow Text Mining System Target Campaign Build Social Platforms “Tag” Customers Influencers Central Repoistory Scheduled Data Runs Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc. Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

84. SOCIAL BUSINESS COLLABORATION Develop Goals to Connect the Customer ↔ Business (Understand, Assess, Design, Implement) Customer/Prospect’s Perspective Outside -In Approach Inside- Out Approach Business’ Perspective Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

85. SOCIAL BUSINESS COLLABORATION Brand agents develop relationships with their audience, providing information, addressing complaints, and gracefully accepting gratitude through a process centric approach Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

86. SOCIAL BUSINESS COLLABORATION Example - Consumer Affairs Goal: Capture and resolve consumer concerns, issues and problems for specific brand(s) through social media listening and engagement Objectives: Identify top issues with critical meta-data intelligence Route specific conversations and authors for follow-up engagement Resolve issues through content sharing and direct response Measure success: individual case resolution, track issue reduction across the social web through ongoing listening Value: Retain existing customers for their lifecycle value Acquire new customers at cheaper customer acquisition costs Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

87. SOCIAL BUSINESS COLLABORATION Customized Processes for Engagement Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

89. Gatekeeper – decides to forward Posts to Agent

90. An intuitive UI for reviewing each Post

91. Can add metadata to the Post as desiredProprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

93. Determines to contact each Post’s author

94. Receives value-add content to prepare action

95. Agent can update metadata on Post and respond directly to the authorProprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

97. Respond to the author directly (where possible)

98. System automatically tracks engagementProprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

100. Can be easily configured to provide additional reports per the client’s needsProprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

101. SOCIAL BUSINESS COLLABORATION Value comes with Social MaturityWhere are today?Where do you want to go? ROI Maturity Social Business Collaboration Social Targeting & Data Mgmt. Monitoring Research Proprietary and confidential. Not to be used or distributed without the consent of Collective Intellect, Inc.

102. SOCIAL BUSINESS COLLABORATION The Evolution of Social Business Collaboration Solutions Don Springer CEO don@collectiveintellect.com 303.881.7606 December 2010 Proprietary and confidential. Not to be used or reproduced without the consent of Collective Intellect, Inc.