Market: Intro to Social Media Listening and Engagement with Radian6 Gordon Evans Sr. Director, Product Marketing

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@gordonevans @bcdonner

Brigitte Donner Product Marketing Manager

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Agenda

Radian6 Overview

Fundamental Shift in Marketing

Transform Your Business With Radian6

Radian6 Demo

Customer Interview

Q&A

Feeling Social?

Share insights and take-aways from today’s session with your social networks using #cloudforce

Employee Social Network

Customer Social Network

Social Profile Market Collaborate

Work

Extend Sell

Service

Delight Your Customers and Employees in a Whole New Way

Radian6 is the World’s Leader in Social Marketing

Market Leadership Technology Innovation Customer Success 2,500+ Customers 50% of Fortune 100 150+ Million Sources

Twitter “Firehose”

17 Languages

Social Hub

Mobile Access

REST API

“One of the founding principles of Dell is really about listening and learning from our customers and being able to take that feedback and improve.” Michael Dell, Chairman & CEO

A Leader in the Forrester Wave Enterprise Listening Platform

Market Leader

Largest Footprint

Most Innovative Vendor

Source: The Forrester WaveTM: Enterprise Listening Platforms, Q2 2012

Customer Success Across Every Major Metric

Source: Radian6 Customer Relationship Survey conducted December 2011, by an independent third-party, MarketTools Inc., on 800+ customers randomly selected.

Great article on…

Love the new…

Having a problem with…

Looking for recs...

Hiring a CTO…

Cool video…

Product review…

Your Customers Share More than Ever Before

What about your company?

Your customers and employees are social.

The Social Divide – Customers and Companies

Even the Best Brands Have Had Social Media Casualties

Traditional Marketing

Interruption Marketing

Company controls brand perception

Trust company messages

Eyeballs and ears

Centralized presence (www)

Buy a list of names to email

Social Marketing

Invitation Marketing Community shapes brand perception Trust Friend Recommendations Hearts and Minds Distributed presence Social Listening & Engagement

That’s Created a Fundamental Shift in Marketing

Service

Recruiting

Sales

R&D

Marketing

Executives Improve brand perception

Build customer loyalty

Drive sales

Deliver customer service

Develop better products

Recruit top talent

Social is Disrupting the Entire Enterprise

Listen

Analyze

Engage

Automate & Scale

Service

Visualize

Summarize

Mobile

Transform Your Business with Radian6

Listen to Customers on Millions of Social Channels Analysis Dashboard

Over 150 million sources

Full Twitter “Firehose”

17 Languages

Analyze Social Customer Insights Social Insights

Demographics

Social Insights

Segmentation

Campaign Management

In-flight Targeting

Insights Partners:

Engage with Customers On Their Terms, In Real Time Engagement Console

Build Loyalty & Community

Delight Customers with Social Service

Build Pipeline

Social Workflow

Automatically Route Posts to the Right People:

•  Executives

•  Marketing

•  Sales

•  Service

•  R&D

•  Recruiting

Automate & Scale Social Across the Enterprise Social Hub

Service

Recruiting

Sales

R&D

Marketing

Executives

Delight Customers with Social Customer Service Radian6 for the Service Cloud

Automate Case and Contact Creation

Resolve Cases On Any Social Channel

Pre-built Knowledge for Common Questions

Service Marketing

Social Media Command Centers

Dynamic Visualization of Social Data

Real-time Monitoring

Radian6 Command Centers:

Visualize Social Trends and Data REST API

At-a-glance Barometer of Social Success Summary Dashboard

Social Metrics & KPIs

Share of Voice

Share of Conversation

Key Influencers

Trending Topics

Take Social Mobile iPhone App

Free iPhone app

Engage on the go

Keep your finger on the pulse of your brand at all times

Demo

Gordon Evans Sr. Director, Marketing

@gordonevans

Simon Nicholson Social Media Manager

@Sikenic

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