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A journey through the world of social media in a large B2B tech enterprise. Lecture delivered to a Boston University MBA class on May 1, 2014.
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
S A S Q U A T C HR O B O T L I O N SB I G G I E SM A L L S& OTHER MISC THEMESA journey through the world of social media in a large B2B tech enterprise.
Boston University | May 1, 2014
@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
Excuses
Christmas
Flux Capacitor
Boneyard
Hockey Stick
Social Sprawl
Us
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1996 - 1999
1999 - 20052007 - Present
I WORK HERE
I WORKED HERE
@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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I HAVE THESE
MBA BSMarketing & ManagementSocial & Innovation
@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
I’VE LIVED HERE
@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
Us
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
Us
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
Us
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145k
56k
11k 6k
340k
(killer) content
VOLTRONEMC’s social media presence is focused on these 5 platforms. At a corporate level, we garner a over 500k fans/followers across these social embassies.
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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CORPORATEACCOUNTS
LISTENING OPERATIONS
TRAINING &ENABLEMENT
COMMUNITIESCAPABILITIESLAUNCHES BLOGSEVENTS
ANALYSIS
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THE TEAMThe Social Business Team includes generalists and specialists across all areas of social media. We do not have any maritime explorers.
@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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THE TEAMThe Social Business Team includes generalists and specialists across all areas of social media. We do not have any maritime explorers.
CORPORATEACCOUNTS
LISTENING OPERATIONS
TRAINING &ENABLEMENT
COMMUNITIESCAPABILITIESLAUNCHES BLOGSEVENTS
ANALYSIS
@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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EMC WOULD LIKE YOU TO LEARN
HOW SOCIAL MEDIA CAN MAKE YOU
MORE EFFECTIVE IN YOUR ROLE.
THE SOCIAL TEAM CAN SHOW YOU HOW.
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PROBLEMS
SOCI
AL A
CCO
UNTS MO’
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved. 12
Jeremiah
Owyang
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
is the unstructured and often unregulated proliferation of social media accounts
in an enterprise - making it difficult for your customers to
easily find and consume your
social media content.
SOCIAL SPRAWL noun /ˈsōSHəl sprôl/
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YouTube
Flickr
25 50 75 100
Industry Average EMC
HOW DID EMC STACK UP IN 2012?
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SIX MUST BE BETTER THAN ONE, RIGHT?
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ARE YOU HIT WITH THE STICK?The ‘Hockey Stick Effect’ is visual proof that your social marketers are spreading your message too thin.
@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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30,000
60,000
90,000
120,000
150,000
EMC
Corporation
EMC
India
Mozy
EMC
Careers
EMC
World
RSA
EMC
IT M
anagement
EMC
Docum
entum
RSA
Conference
EMC
Forum
EMC
VM
AX
EMC
Korea
EMC
Israel
EMC
Nederland
EMC
Sverige
EMC
VN
X and V
NX
e
EMC
Belux
EMC
Mom
entum
EMC
VPLEX
EMC
Avam
ar
EMC
UK
and Ireland
EMC
Latinoamérica
EMC
Brasil
EMC
France
EMC
RecoverPoint
EMC
NetW
orker
EMC
SourceOne
EMC
Deutschland
EMC
Global Services
EMC
Captiva
EMC
Southern Africa
EMC
España
EMC
Japan
Greenplum
EMC
Norge
EMC
Docum
ent Sciences
EMC
Isilon
Syncplicity
EMC
Hellas
EMC
Portugal
EMC
Italia
EMC
Select
EMC
APJ C
hannel Dev
EMC
TV
EMC
Danm
ark
EMC
Backup and Recovery
EMC
Public Sector
EMC
Switzerland
EMC
Thailand
EMC
Suomi
18,000
36,000
54,000
72,000
90,000
Fans Engagement
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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Flux CapacitorKILL ‘EM ALLEvery ‘official’ social account is an embassy of your brand in the eyes of your customers. Don’t be afraid to tighten your social media presence by cutting off some dead weight.
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A LESS MORBID SOLUTIONOur engine is ubiquitous publication environment providing direct access to source and seed content across our entire ecosystem of social accounts.
Now breathe...
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THE XMASTREETEST
One simple test tells you everything you need to know about an organization’s marketing alignment and social media strategy.
It’s particularly useful if you are job hunting.
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Step 1
Visit http://twitter.com/search and enter the company’s or organization’s name.
Step 2
Select “People” from the search options to restrict results to only accounts.
Step 3
Cringe as you discover just how unaligned that company’s Twitter accounts actually are.
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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TIERS OF JOYEMC’s social account branding is clean, recognizable, and most importantly - scalable. Accounts are organized and branded based on their category and we work with our translation team to “globalize” certain features.
++
1
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NL GS LE IELLINGSSTORYSasquatch
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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30%aren’t sure what they
want
60% already know
what they want
ELLINGSSTORY
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Source: Corporate Executive Board Study
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IT EXISTSAND I HAVE PROOF(cue X-Files theme)
The most elusive creature in B2B marketing is the existence of financial return from investment in social media.
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NAME REDACTEDFor dramataic purposes only - he’s Gerry Moran and a smart guy
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DAUNTINGFinding a lead in a sea of social conversations is daunting. In the past, we tried and failed to plug sales directly in to that firehose.
LEAD
SALES
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TRIAGE
THE KEYThe key to social ops monetization is having a ‘triage’ resource staffed to cull down the large amount of potentialleads.
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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Tip JarTHE FUNNELWe’ve all heard that the traditional buying funnel has changed significantly.
The long-treasured paradigm�of sales & marketing, is�quickly disintegrating. Prospects no longer move down�the funnel in an orderly, predictable process.
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TECHNOLOGY
TRIAGE
SUSPECTS
QUAL SUSP.
LEADS
LP
@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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Tip JarFinds conversations on social networks and public forums in real time, using 4 sets of keywords:
1. Sales-related words2. EMC product names3. Competitor product
names4. Use exclusion filters to
remove noiseAutomatically adds all identified conversations in the Triage queue.
HOW IT WORKS
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TECHNOLOGY
TRIAGE
SUSPECTS
QUAL SUSP.
LEADS
LP
@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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Tip JarReviews conversations in social listening technology queue and identify the relevant ones.
Tags these conversations by Type and Priority.
Routes sales-related conversations to the Sales queue.
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TECHNOLOGY
TRIAGE
SUSPECTS
QUAL SUSP.
LEADS
LP
HOW IT WORKS
@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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Tip JarAn inside sales representative is assigned based on the defined coverage model. This is determined by:
1. Time / Day2. Platform3. History4. Priority (i.e. hotness)
The rep attempts to initiate a dialogue to further understand needs and budget.
Opportunities are qualified, pursued, and hopefully passed.
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TECHNOLOGY
TRIAGE
SUSPECTS
QUAL SUSP.
LEADS
LP
HOW IT WORKS
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THE FOLLOWING IMAGE IS THE MOST BEAUTIFUL VIEW OF SOCIAL MEDIA YOU WILL EVER SEE.
@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
Title goes here
Yada 6
Yada 5
Yada 4
Yada 3
Yada 2
Yada 1
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LISTENING TOOL
@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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Yada 5
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Yada 2
Yada 1
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
Title goes here
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
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Tip JarDuring our annual conference, a prospect tweeted about his desire to replace an aging system with an EMC VNX 5100.
We “caught” the tweet and started a dialogue.
After a handful of exchanges with him in a 3-week period, he still wasn’t quite ready.
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CASE STUDY Shhh...
Shhh...
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A few weeks later, our he then decided to visit a popular technology forum and asked the members their opinions on the 5100. Our listening program also caught that one. A member encouraged him to consider the next model up, a 5300.
Shhh...
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Based on the forum member’s suggestion, he sought a demo of the 5300.
After the demo he took to Twitter to share his impressions - he was ‘blown away’.
That initial casual Tweet turned into a considerable sale for EMC, and was also directly attributed to social media within SFDC.
We found the Sasquatch!
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Shhh...
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Events generate both direct and peripheral social buzz. Listen for
opportunities.
In consideration, social buyers check multiple sources and multiple sites.
Peer feedback is agnostic and very powerful. Peers can persuade or easily dissuade.
An end-to-end social buying
cycle can span months, quarters, or even years.
#1 2 3
+-
WHAT WE TOOK AWAY
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7513
12
1,100
37565
55
$560k
PILOT(ACTUAL)
FULL-SCALE(EXPECTED)
$1.4m/Q
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SO HOW DID WE DO?
TECHNOLOGY
TRIAGE
SUSPECTS
QUAL SUSP.
LEADS
LP
/QShhh...
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Our Listening for Leads pilot was 13.5x more efficient at converting leads than EMC’s average for marketing and 1.5x the average of other inbound efforts.
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13.5x
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P’s, Q’s, & A’s<3 DATASocial Media is no longer the wild-wild west of marketing. No longer can you hide behind data limitations and changing definitions.
Data is your key to the right strategy, and the best way to grow a team.
Learn to love data.
45<3<3 <
3 <3 <3
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KNOW YOUR AUDIENCE
It’s easy to get excited about about a little a few advocates and a little engagement, but make sure your social content is relevant to your larger audience. After all, they fill the seats.
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P’s, Q’s, & A’sBE YOUThe social media job applicant market is filled with “gurus”, “rockstars”, “experts”, “mavens”, and “ninjas”.
It’s kind of creepy
Just be yourself and stand behind your results and you’ll be sure to stand out.
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
P’s, Q’s & A’s
QUESTIONS?
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@ThomLytle© Copyright 2014 EMC Corporation. All rights reserved.
THANK YOU