building a social business worksheet

215-948-2012TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012

http://www.truevoicemedia.com


TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012

Business Objectives★Shift internal and/or external sentiment★Reduce customer service costs★ Increase leads★ Increase sales★ Improve collaboration and innovation★Attract top talent




Solutions★Use listening software to proactively engage audience★Provide social customer service and forums to reduce call

volume★Activate marketing and subject matter experts to create

compelling lead generation content★Design web based resources to shorten sales cycle★Connect teams with internal social networks




Challenges★Do we have leadership buy-in?★How will we spur adoption and engagement?★Do we have the budget?★Do we have gaps in necessary talent?★Are we bound by regulations or compliance?




Implementation★Build strategy★Create policy★Provide training★Establish timelines and milestones★ Install and setup technology★Communicate goals and expectations to internal teams★Define Metrics and KPIs




Assess and Adapt★Review metrics★ Identify “star players”★Catalog best practices★ Identify breakdowns★Encourage continuous feedback




Assessing Culture★ Is leadership involved?★Are we ready for transparency?★How ready is our staff for adoption?★How easily can we flatten the organization?★ Is there a “land grab” inside the company?




Assessing Technology★How do we currently communicate?★What does collaboration look like now?★How are we listening for feedback inside the company?★How are we tracking feedback inside the company?★Does our CRM allow us to really KNOW our customer?★Are our systems mobile-ready?★Do our technologies “talk” to one another?




Assessing Process★Do we have a strategy?★So we have a policy?★Does our strategy and policy take into account regulations,

guidelines, and compliance?★Can everyone answer: “How do Social Communication

affect your job?”★What happens when _______?

