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Roi social media success examples #CSMSF 2012

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Roi social media success examples #CSMSF 2012

  1. 1. ROI Success Stories #CSMSF June 2012 Michael Procopio Social Media Strategist HP Information Management & Analytics Twitter: @MichaelProcopio email: mjp@mprocopio.com © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  2. 2. Return = Revenue or Cost 2
  3. 3. 3 Investment = Money spent or Resources used (converted to money) 3
  4. 4. 4 Return on Investment = Return – Investment (cost) ----------------------------------- Investment 4
  5. 5. Example marketing: Lead Generation $2000 return - $75 investment ---------------------------------------- $75 investment = 2567% ROI 5
  6. 6. Example (Support): Call deflection • Support call costs = $15-40 [1] • More than 20 million customers found solutions from 600,000+ posts on an HP Community [2] • HP saved $2M from call deflection [3] Sources 6 [1] Stone Cobra; [2] Lithium; [3] Frost & Sullivan
  7. 7. R&D: Using community for beta test Before – with email 50 beta users supported by 5 engineers 4x greater efficiency After with branded community forums 200 beta users supported by 5 engineers 7
  8. 8. Social Intelligence problem ENHANCE WARRANTY & The warranty & claims, quality CLAIMS MANAGEMENT management and product WITH SOCIAL development departments INTELLIGENCE gathered information related PRIMARY EUROPEAN AUTOMOTIVE to quality issues and product MANUFACTURER defects through the warranty Situation process. • Time delay in getting data Disclaimer – HP project 8
  9. 9. Social Intelligence Solution Solution Results  Ease of use front end, like Identifying potential defects “Google” search. and quality issues earlier through Social Media  Enable users to do intuitive root information cause analysis, identifying cause connections between What took days, now takes warranty cases and Social hours Media discussions 9
  10. 10. Thank you Please contact me if you have questions Michael Procopio Social Media Strategist Twitter: @MichaelProcopio email: mjp@mprocopio.com © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

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