The document discusses social business and Web 3.0. It notes that social networks have grown rapidly in the past 5-10 years and will continue to be important. Social business uses social elements like relationships, reputation, conversations, groups, personas, sharing, user-generated content, and collaboration to engage customers. The document outlines concepts like open innovation, social CRM, building loyalty continually through communities, and how personal mobile devices are important for social interactions.
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
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
10. Elements of the Social Universe
Relationships
Reputation
Conversation
Groups
Persona Sharing UGC
Collaboration
Actions
Presence
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
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
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