6. Business Objectives
• Optimize business processes and customer relationship/support by
connecting 1200 staff across different business units & locations
• Support expanding business and focus on information based activities.
• Support the strategic objective of “single view on information” across the
group.
• Truly engage with customers & business partners in order to support product
& services innovation.
• Prepare employees to a changing cultural environment which supports the
concept of the social enterprise.
donderdag 26 mei 2011
7. Communications Objectives
• Support “traditional marketing” with social media marketing techniques/
tactics in order to drive store traffic.
• Support corporate social responsibility activities with transparent
communications.
• Support public relations with social media techniques and tactics in order to
drive coverage.
• Support internal communications & collaboration in order to engage
employees & management.
• Support business partner network (B2B) communications & collaboration in
order to support & increase business.
donderdag 26 mei 2011
9. Changing world of Communications
Sender Medium Receiver
donderdag 26 mei 2011
10. Changing world of Communications
C
C C
C Community C
C C
C
donderdag 26 mei 2011
11. Principles versus Tools
Immediate Twitter
Always on YouTube
Transparant Facebook
Work/Life Mobile
Participative Blogs
Virtual Community Tagging
Pervasive Social Bookmarking
Simpel RSS
donderdag 26 mei 2011
24. Results
Average of 30 face to face meetings through website
Blog Average 60 email contacts through website
Customer insights have changed procedures
Twitter Rapid transparent response have led to + customer experience
Is n° 10 source of traffic to website
Average of +500 views of press release
Press Positive impact on search result rankings
Interactive comments on press releases
Issuu Since February: +10.000.000 catalogue views
donderdag 26 mei 2011
26. First step : Guidelines !
Start with guidelines for
employees (and
managers) tomorrow !
Even if you don’t engage,
or plan to engage...
Your employees already
do.
donderdag 26 mei 2011
27. Results of internal research
More than 56% of employees surveyed make 20 or more telephone calls per day with
more than 55% leaving 3 to 5+ messages/day on voicemail.
19% spends an average of 20 minutes/day and
17% more than 30 minutes/day to find the right information.
About 42% of our employees spend 10 minutes in average looking
for the right person within their company.
37% of our employees spend an average of 1 hour/day
managing their inbox.
82% uses email to share documents with colleagues instead of
using a shared drive
31% of our employees need 1 hour/day to handle 1 client request.
Baseline for benchmarking
donderdag 26 mei 2011
32. Return on Investment ?
Reduce internal conversation telephone
calls and related cost
Reduce Cost of IT Helpdesk by Hard ROI
Providing Self-service Access to IT
Support
Reduce Printing and Distribution Cost
Reduce volume of emails attachments
Reduce General and RFP Offers respond cycle
time of Projects
Reduce cost of losing employees before end
of probation period
Soft ROI Improve Employee Productivity through More
Effective Organizational Collaboration
Increase Employee Productivity through Faster
Access to Role-specific Information
Improve Email Management
Reduce Cost of Manual Data Collection,
Consolidation, and Reporting
Reduce lost time spent leaving voice mails
donderdag 26 mei 2011
33. Next ?
Social CRM: The New Rules of Relationship Management
18 Use Cases That Show Business How to Finally Put Customers First
March 5, 2010 - By R “Ray” Wang and Jeremiah Owyang with Christine Tran - Edited by Charlene Li
donderdag 26 mei 2011
34. Final thoughts...
Social Media Communications is not “on top”
Use where and when it makes sense - “you do not have to”
Listen first.... start small & respect the rules
Don’t be afraid to ask questions
Access to information/internet is a human right
donderdag 26 mei 2011
35. Reputation
Reputation is all aspects of your
interactions with influencers, clients,
suppliers en constituents... combined.
It plays on - off and between the line.
donderdag 26 mei 2011
