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SOCIAL MEDIA FOR BUSINESS,[object Object],Lionel Menchaca, Richard Binhammer,[object Object],Bay Area CIO IT Executives Meetup,[object Object],Mountain View CA,[object Object],August 2009,[object Object]
OUR WORLD IS CHANGING,[object Object],The online population will double in 4-5 years from 1bn to 2bn,[object Object],Fast growing and emerging markets are leading the way,[object Object],120 MM people online in China…less than 10% of the population,[object Object],Media,[object Object],Transformation,[object Object],[object Object]
Single blog posts can have as much power as major news stories
Citizens are now             publishers and                      content providersContent is exploding,[object Object],[object Object],2,[object Object],DELL CONFIDENTIAL,[object Object]
“These conversations are going to occur whether you like it or not. Do you want to be part of that or not? My argument is you absolutely do. ,[object Object],You can learn from them. You can improve your reaction time. And you can be a better company by listening and being involved in that conversation.” ,[object Object],Michael Dell,,[object Object],BusinessWeek,[object Object],3,[object Object],DELL CONFIDENTIAL,[object Object]
THE DELL STRATEGY,[object Object]
CHANGING HOW WE DEFINE and ENGAGE,[object Object],Tell Our Story ,[object Object],Resolve Dissatisfaction ,[object Object],Share Content & Collect Ideas,[object Object],Join Conversations,[object Object],5,[object Object],DELL CONFIDENTIAL,[object Object]
Direct2Dell,[object Object],OBJECTIVE:,[object Object],Engage customers by sharing information that matters to them,[object Object],RESULTS:,[object Object],Direct2Dell exists in 5 languages,[object Object],About 200K page views per month,[object Object],Almost 1,000 posts since July 2006,[object Object],Over 25,000 comments ,[object Object],More than 100 contributors,[object Object],6,[object Object],DELL CONFIDENTIAL,[object Object]
IT’S A BIG WORLD OUT THERE,[object Object],Content Syndication = go where the conversations are happening,[object Object],Dell Community,[object Object],600,000 users per quarter,[object Object],Dell.com,[object Object],Over 100 million users per quarter,[object Object],Total online population = more than 1.5 billion,[object Object],7,[object Object],DELL CONFIDENTIAL,[object Object]
Enterprise Community Ecosystem,[object Object],Measurement Tools,[object Object],Direct2Dell,[object Object],Industry Communities/Blogs,[object Object],Partner Communities/Blogs,[object Object],D2D CIO,[object Object],D2D Tech Center,[object Object]
THE POTENTIAL OF SOCIAL MEDIA,[object Object],From telling and selling 	           Engagement,[object Object],One-way messaging		Conversation	,[object Object],Reliance on “others” 		Direct connections				Results,[object Object],[object Object]
Long-term, honest and authentic customer relationships

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Cio bay area meetup 090827072701 Phpapp02

Editor's Notes

  1. Our overall strategy is to enter into relevant conversations with our customers wherever they are occurring 24/7 throughout the world in all languages. This guides our development of tools and services. Regarding customer dissatisfaction, 2,864 customer complaints have been handled by Tech Support/Customer Care out of 4,097 they deemed as resolvable for a 70% success rate. And, an additional, 350 from Direct2Dell, 200 from internal sources (PR, testimonial site, etc) and 450 from people finding our posts and emailing us have been handled. Regarding Direct2Dell, this is now as powerful as a wire service in delivering news about Dell to influencers online and offline. Important to note that we post everyday in other folks blogs, up to 100x per day, depending on the topic.