1. Monitoring & Measuring Success

2. (Gain – Cost)
ROI = Cost
Traditional ROI

3. Social Media ROI

4. Social Media Measurement
Basics
•Followers
•Views or Click Throughs
•Conversations or Likes
•Trending

5. Followers
# of people that like or follow you
Not every
follower is
considered
equal.
Stakeholders
followers are
key!

6. Counting Followers
•The
process is
very manual
•Facebook
has best
reporting
capabilities

7. Views or Click Throughs
How many times your content has been seen by
followers
Twitter
Requires
3rd party
tools like
Hootsuite
or Bit.ly

8. Views or Click Throughs
How many times your content has been seen by
followers
•If your goal is action then….
•Website traffic is extremely important
•You can track this through Google Analytics

9. Conversations
How many people respond, reply, like or retweet your
posts

10. Trending
The amount of interaction you receive indexes you for all users to
see
•Trending Topic’s
on Facebook
•Explore on
Pinterest
•Trendsmap.com
for Twitter

11. Social CRM
•Customer relationship management system that stores
all interaction with a lead or customer in a database that
also contains purchase information
•Information is usually uploaded manually by users
•Sales are categorized by the marketing channel that
drove the purchase
•It is not an exact science

12. (Gain – Cost)
ROI = Cost
Traditional ROI

13. Social CRM Tool Examples