Service Push Discovery Framework
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This document outlines Service Push's social media consulting services. It notes that most Americans use social media and support conversations are increasingly happening online. Service Push conducts a discovery process to identify opportunities to integrate social media into a company's processes. This involves interviews, analyzing social media usage and competitors, and recommending tools and a 1-3 year social media roadmap. The goal is to help companies engage customers online and use social platforms for marketing, sales and support.
Service Push Discovery Framework
- 1. Service Push Social Media Consulting Services John M. Perez www.service-push.com www.socialcrmtools.com
- 2. Facts ► 3 of 4 Americans Utilize Social Media! ► 65% of Support and Brand Conversations will initiate in the cloud by the year 2012 – Gartner. ► Social Media and Communities Build Lifetime Customers. ► Sales & Marketing budgets have shifted to a Digital Strategy with Social Media as the Central tool for generating leads and gaining market interest on a product or service.
- 3. Opportunity ► Opportunity ► Companies have an opportunity to enhance and optimize their existing Sales/Marketing and Service processes by incorporating Social Media into its business. ► The Solution ► Service Push and its partners will conduct a systematic discovery approach to identify areas of opportunity, improvement, growth, and sustainability for integrating Social Media into a company's business process. ► Deliver a strategic long term roadmap with actionable items that will position a company as best in breed in the Digital Space in their Industry.
- 4. The Social Media Vision Your Company Twitter Site Your Company YouTube Community.YourCompany.com Channel Your Company Website Your Company LinkedIn.Com Blog.YourCompany.Com Your Company Fanbook Page Support.Your Company.com Your Company RSS Feed
- 5. Traditional Sales & Marketing (Outbound) • TV & Radio Ads • Cold Calling • Buy Lists • Direct Mail • Offline Relationships.
- 6. Today’s Sales & Marketing (Inbound) • Social Networks • Online Expertise • Value Selling • Realtime Listening for Leads. • Peer to Peer Recommendations. • Realtime Customer Support.
- 7. A Social Media Roadmap ► As Your Company continues to maintain and service the immediate needs of the business, it our is our recommendation that you establish a 1 to 3 year long term Social Media & Digital Plan. ► The plan must take into account all aspects of the traditional, and digital channels. This includes and is not limited to Sales, Marketing, Service, Web Site Maintenance, eCommerce, Content Creation and Publishing, QA, Site Maintenance, and so on. ► Long Term Tactics ► Work with stakeholders to create a Vision/Strategy that covers 3 years. ► Improve the Online Social Media Experience. ► Make suggestions for SEO Optimization. ► Recommend the right Social Media Channels to engage in. ► Improve Brand Perception by deploying Social Channels
- 8. Gaining Insights - Discovery Discovery Architecture Production 6 to 8 Weeks Do You Have The Technology to Scale? Begin Roadmap Implementation Start 6 – 8 Weeks 6+ Months
- 9. Discovery Process (Steps 1 – 3) ► Stakeholder Interviews – The Service Push team and its partners will conduct interviews with members of Your Company’s team from across the business, as well as talk to current customer to understand hot topics and pain points. ► Social Monitoring & Reporting – Service Push will research various social channels and identify conversations, brand activity, blogs, communities, influencers, social measurements, and key findings related to the online activity of Your Company’s industry. We will establish baselines in this activity to ensure there are baseline measurements for current Online Chatter for your brand or industry. ► Social Media ROI Matrix – Service Push will investigate all online channels and map Sales, Marketing, and Support processes to existing social media opportunities that exist within these areas. This will help to identify opportunities in the online space, while also ensuring there is prioritization and clear value on where the company should first focus when implementing a new Digital Channel.
- 10. Discovery Process (Steps 4 – 6) ► Basic Heuristic Competitive Analysis – We will review competitor and best practice sites to assess opportunities, functionality, and best in class strategies for Online and Social Media Presence. The output of this activity will be a competitor matrix along with recommendations. ► Tools & Technology Audit – Our team will learn about Your Company’s current capabilities, limitations, planned initiatives, and workflow issues that may impact the overall Social Media strategy in a technical gaps/requirements document. This includes and is not limited to Web assets, and internal tools and strategies like CRM. In addition, Service Push will recommend best in class tools that would assist in managing business processes when implementing a Social Media strategy. ► Findings & Strategic Recommendations – All of the above would be synthesized into a discrete set of recommendations, a feature list, and an actionable project roadmap.
- 11. Discovery Steps & Timeline Stakeholder Monitoring & Social Media ROI Competitive Tools & Findings & Interviews Reporting Matrix Analysis Technology Audit Recommendations Actions: Actions: Actions: Actions: Actions: Actions: What We Do? Interviews with Monitor all Social Evaluate all Relevant Conduct an analysis of Evaluation of current Synthesize all Stakeholders. Channels for Social Media what competitors are Web Tools and CRM materials and findings. Conversations. See Channels. doing online and in the Infrastructure at Your Assesses Business Social Media Channel Social Media Space. Company. Document Findings in Objectives & Priorities. slide. Map Sales, Support, a PowerPoint. and Marketing Document Findings. Evaluation of Best In Speak/Survey Establish Baseline Processes to Specific Class Social Media Develop 1 – 3 year Customer Perceptions. Metrics for each Social Social Media Actions & Tools to Support a Social Media Media Channel. Strategy. Sales, Customer Roadmap. Support, and Marketing Assess Value of Strategy. Strategies. What You Get? Business Social Media Social Media Matrix Competitive Matrix Recommendations for Power Point Requirements Scorecard for Your with value prioritization. evaluating how Your Digital Tools for Web Recommendations with Documentation & Gap Company. Company stacks up Content Management. Findings. Analysis. Recommendations for against Competition in Baseline Metrics for Optimizing Sales, the Digital and Social Tool recommendations Social Media Impact Analysis of Social Media Chatter Marketing, and Support Media Space. for managing Social Roadmap. Gaps. across Networks. with Social Media. Media across Sales, Marketing, and Meeting to Review Recommendations for Content Strategy. Support. Findings. Bridging Gaps.
- 12. Email Us for More Information • Email: jperez@service-push.com • Company Website: www.service-push.com • Product Website: www.socialcrmtools.com • Facebook Fan Page: www.facebook.com/socialcrmtools • Twitter: www.twitter.com/socialcrmtools