Más contenido relacionado La actualidad más candente (20) Similar a Social Media for B2B - How Salesforce.com Does Social #et10 (20) Más de Marcus Nelson (15) Social Media for B2B - How Salesforce.com Does Social #et109. Create an organizational model © 2010 Altimeter Group http://www.slideshare.net/jeremiah_owyang/social-strategy-gettingcompanyreadyapr14final Coordinated Centralized Organic Multiple Hub & Spokes Holistic 13. 18 Social CRM Use Cases http://www.altimetergroup.com/2010/03/altimeter-report-the-18-use-cases-of-social-crm-the-new-rules-of-relationship-management.html © 2010 Altimeter Group http://www.slideshare.net/jeremiah_owyang/social-strategy-gettingcompanyreadyapr14final Jeremiah Owyang Web Strategist Altimeter Group 18. Have systems © 2010 Altimeter Group http://www.slideshare.net/jeremiah_owyang/social-strategy-gettingcompanyreadyapr14final This framework was built using the USAF Blog Triage. Can you add value? Evaluate the purpose Respond in kind & share Thank the person Unhappy Customer? Dedicated Complainer? Comedian Want-to-Be? Negative Positive Yes No Do you want to respond? No Response No Yes Take reasonable action to fix issue and let customer know action taken Are the facts correct? Gently correct the facts No No No Yes Are the facts correct? Does customer need/deserve more info? Yes Explain what is being done to correct the issue. Yes Is the problem being fixed? Yes Let post stand and monitor. No Yes No Yes Yes Assess the message 31. This equates to… a) average video view is 2 minutes b) average hyper-efficient rep pitches 8 hours a day, no breaks Assumptions 6,000 video views a day = 35 hyper-efficient reps Notas del editor Has a Facebook account or LinkedIn profile Shares articles with friends or tweets Watches YouTube videos Posts to discussion boards and writes reviews