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You Wanted To Know About
Social Business W b 3 0?
S i l B i       Web 3.0?




Felix Lee Project Director
      Lee,
Catalyst Connector
CRM Business Revolution 2010, Singapore

Felix.Lee@CatalystOrigin.com
www.CatalystConnector.com
                               Felix.Lee@CatalystOrigin.com
In the beginning…

                             There was…




            Felix.Lee@CatalystOrigin.com
the social network
Five years ago, no one had ever
heard of it.




           Felix.Lee@CatalystOrigin.com
the social network
Ten years from now, no one will
know how we ever lived without it.




           Felix.Lee@CatalystOrigin.com
the future is here
Now, with the click of a button,




           Felix.Lee@CatalystOrigin.com
the future is here
Now, with the click of a button,
there’s a smarter way to steal,
       swop and rent id
              d      identities.
                          i i




            Felix.Lee@CatalystOrigin.com
still
    Identity theft is the fastest
     growing crime on the Internet.

 You should really be careful
             about
     who you share your
   business, or bed with.
Winning trust is not a science
                       science.
         It is an art.
Javelin Strategies reports that incidences of the crime increased by 11% from 2008 to 2009 altering the lives of 11
              million Americans, which means one in every 20 Americans risks being a victim this year.
                                           Felix.Lee@CatalystOrigin.com
• Fastest growing sector for Internet use is communities
          g     g
  (5.4% in a year)
• Member communities reach more internet users
  (66.8%) than
  (66 8%) th email (65.1%)*
                    il (65 1%)*
• By 2010 over 60% of Fortune 1000 companies will
  have some form of online community deployed for
  CRM purposes**

*(Nielsen “Global Faces on Networked Places”)
** (Gartner Group – “Business Impact of Social Computing on CRM)




                          Felix.Lee@CatalystOrigin.com
Social Business is
The Power of One


      Felix.Lee@CatalystOrigin.com
Elements of the Social Universe

             Relationships
Reputation
                          Conversation


                              Groups

      Persona                 Sharing                 UGC
                          Collaboration


                              Actions
               Presence



                       Felix.Lee@CatalystOrigin.com
Felix.Lee@CatalystOrigin.com
Felix.Lee@CatalystOrigin.com
Social
Your
Business!




            Felix.Lee@CatalystOrigin.com
Back To CRM School




     Felix.Lee@CatalystOrigin.com
The Customer is
 Managing your
    eBrand

     Felix.Lee@CatalystOrigin.com
eBranding? What’s That?

           I co-create                                     I like.
               the                        I’ve got         I like!
           experience                        the
                                          music!




I AM the
 music!                                                      tweet




              I’m buying                                  I think he
               his music                                     needs
             right now…                                     cough
                                                           mixture
                                         retweet
                           Felix.Lee@CatalystOrigin.com
Who are you?




               Felix.Lee@CatalystOrigin.com
Social sharing + Tagging + Viral sharing + Social News Creation +
             g     gg g                g
                            Analytics




                      Felix.Lee@CatalystOrigin.com
Open Innovation
& the Flat Earth


     Felix.Lee@CatalystOrigin.com
Open Innovation…

“A crowd of decentralized
 A
people working to solve a
problem on their own
without any central effort to
guide them, come up with
       them
better solutions, rather than
a top down driven solution ”
  top-down          solution.
                Suroweicki

                Felix.Lee@CatalystOrigin.com
…is crowd sourcing
               crowd-sourcing

                                                Diversity reduces groupthink.
                                                Di     it   d           thi k
                                                    Groupthink works by
                                                   shielding members from
•   Cog
    Cognitive Diversity
            e    es y                                  outs de opinions
                                                       outside op o s

•   Independence
•   Decentralization
•   Easy Aggregation                                People assume that
                                                     groups know what
                                                      they are doing =
                                                       Leads to herd
                                                          behavior



                 Felix.Lee@CatalystOrigin.com
sCRM is a mindset




      Felix.Lee@CatalystOrigin.com
To Do
 List




        Felix.Lee@CatalystOrigin.com
Tech Shopping List [SCRM]




      Felix.Lee@CatalystOrigin.com
Estimated Timeframe To Reach Your
                                  Communities




        60                     12                              48
       days                    wks                             hrs
 21               8
days             wks
                                                      24
                                                      hrs


     Time to             Average time
                              g                              Time between
    establish           to deploy and                       transaction and
   SCRM policy          engage clients                       order delivery


                       Felix.Lee@CatalystOrigin.com
Felix.Lee@CatalystOrigin.com
Loyalty has a Boss
  y y
 who earns creds


      Felix.Lee@CatalystOrigin.com
Loyalty is Earned…Continually
                  Earned Continually

 NNewsbites good enough t t
          bit     d        h to tweet [140]
                                     t
 Design for selfishness, not altruism
 Encourage personal expressions of art, prose,
  crits, as content threaders.
 Allow for “escape activities” like games, gossip,
  lurking,
  lurking hit and runs
                  runs.
 3-click sign-up and sign-in
 Rewards should be both virtual and real world
 Use Longtail techniques and ideas used to
  germinate and sustain actionable interest


                   Felix.Lee@CatalystOrigin.com
Shared Experiences = viral memories

Focus           Plan a cross-country treasure hunt
Here!
H   !
                Customer Experience                       UGC


         Maps          Event               Hotel
                                        Reservations   Data   Content
                      Locator
 Not
 Here




                     Felix.Lee@CatalystOrigin.com
Not only do you have to contend with the rest
of the world, your own organization is yet
another social challenge in itself!




  Felix.Lee@CatalystOrigin.com
The Road Ahead




    Felix.Lee@CatalystOrigin.com
Love me, Love My Phone…




Felix.Lee@CatalystOrigin.com
Felix.Lee@CatalystOrigin.com
Felix.Lee@CatalystOrigin.com
Felix.Lee@CatalystOrigin.com
Don t
Don’t Give Up!




    Felix.Lee@CatalystOrigin.com
Felix Lee, Project Director
CatalystConnector.com
CRM Business Revolution 2010, Singapore




              Felix.Lee@CatalystOrigin.com

      Collaborate. Felix.Lee@CatalystOrigin.com Co-Market
                   Co-Venture.

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Social business web 3.0

  • 1. You Wanted To Know About Social Business W b 3 0? S i l B i Web 3.0? Felix Lee Project Director Lee, Catalyst Connector CRM Business Revolution 2010, Singapore Felix.Lee@CatalystOrigin.com www.CatalystConnector.com Felix.Lee@CatalystOrigin.com
  • 2. In the beginning… There was… Felix.Lee@CatalystOrigin.com
  • 3. the social network Five years ago, no one had ever heard of it. Felix.Lee@CatalystOrigin.com
  • 4. the social network Ten years from now, no one will know how we ever lived without it. Felix.Lee@CatalystOrigin.com
  • 5. the future is here Now, with the click of a button, Felix.Lee@CatalystOrigin.com
  • 6. the future is here Now, with the click of a button, there’s a smarter way to steal, swop and rent id d identities. i i Felix.Lee@CatalystOrigin.com
  • 7. still Identity theft is the fastest growing crime on the Internet. You should really be careful about who you share your business, or bed with. Winning trust is not a science science. It is an art. Javelin Strategies reports that incidences of the crime increased by 11% from 2008 to 2009 altering the lives of 11 million Americans, which means one in every 20 Americans risks being a victim this year. Felix.Lee@CatalystOrigin.com
  • 8. • Fastest growing sector for Internet use is communities g g (5.4% in a year) • Member communities reach more internet users (66.8%) than (66 8%) th email (65.1%)* il (65 1%)* • By 2010 over 60% of Fortune 1000 companies will have some form of online community deployed for CRM purposes** *(Nielsen “Global Faces on Networked Places”) ** (Gartner Group – “Business Impact of Social Computing on CRM) Felix.Lee@CatalystOrigin.com
  • 9. Social Business is The Power of One Felix.Lee@CatalystOrigin.com
  • 10. Elements of the Social Universe Relationships Reputation Conversation Groups Persona Sharing UGC Collaboration Actions Presence Felix.Lee@CatalystOrigin.com
  • 13. Social Your Business! Felix.Lee@CatalystOrigin.com
  • 14. Back To CRM School Felix.Lee@CatalystOrigin.com
  • 15. The Customer is Managing your eBrand Felix.Lee@CatalystOrigin.com
  • 16. eBranding? What’s That? I co-create I like. the I’ve got I like! experience the music! I AM the music! tweet I’m buying I think he his music needs right now… cough mixture retweet Felix.Lee@CatalystOrigin.com
  • 17. Who are you? Felix.Lee@CatalystOrigin.com
  • 18. Social sharing + Tagging + Viral sharing + Social News Creation + g gg g g Analytics Felix.Lee@CatalystOrigin.com
  • 19. Open Innovation & the Flat Earth Felix.Lee@CatalystOrigin.com
  • 20. Open Innovation… “A crowd of decentralized A people working to solve a problem on their own without any central effort to guide them, come up with them better solutions, rather than a top down driven solution ” top-down solution. Suroweicki Felix.Lee@CatalystOrigin.com
  • 21. …is crowd sourcing crowd-sourcing Diversity reduces groupthink. Di it d thi k Groupthink works by shielding members from • Cog Cognitive Diversity e es y outs de opinions outside op o s • Independence • Decentralization • Easy Aggregation People assume that groups know what they are doing = Leads to herd behavior Felix.Lee@CatalystOrigin.com
  • 22. sCRM is a mindset Felix.Lee@CatalystOrigin.com
  • 23. To Do List Felix.Lee@CatalystOrigin.com
  • 24. Tech Shopping List [SCRM] Felix.Lee@CatalystOrigin.com
  • 25. Estimated Timeframe To Reach Your Communities 60 12 48 days wks hrs 21 8 days wks 24 hrs Time to Average time g Time between establish to deploy and transaction and SCRM policy engage clients order delivery Felix.Lee@CatalystOrigin.com
  • 27. Loyalty has a Boss y y who earns creds Felix.Lee@CatalystOrigin.com
  • 28. Loyalty is Earned…Continually Earned Continually  NNewsbites good enough t t bit d h to tweet [140] t  Design for selfishness, not altruism  Encourage personal expressions of art, prose, crits, as content threaders.  Allow for “escape activities” like games, gossip, lurking, lurking hit and runs runs.  3-click sign-up and sign-in  Rewards should be both virtual and real world  Use Longtail techniques and ideas used to germinate and sustain actionable interest Felix.Lee@CatalystOrigin.com
  • 29. Shared Experiences = viral memories Focus Plan a cross-country treasure hunt Here! H ! Customer Experience UGC Maps Event Hotel Reservations Data Content Locator Not Here Felix.Lee@CatalystOrigin.com
  • 30. Not only do you have to contend with the rest of the world, your own organization is yet another social challenge in itself! Felix.Lee@CatalystOrigin.com
  • 31. The Road Ahead Felix.Lee@CatalystOrigin.com
  • 32. Love me, Love My Phone… Felix.Lee@CatalystOrigin.com
  • 36. Don t Don’t Give Up! Felix.Lee@CatalystOrigin.com
  • 37. Felix Lee, Project Director CatalystConnector.com CRM Business Revolution 2010, Singapore Felix.Lee@CatalystOrigin.com Collaborate. Felix.Lee@CatalystOrigin.com Co-Market Co-Venture.