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And how PR firms can benefit

Thought you’d be interested in insights into a social media ROI methodology geared specifically towards the PR agency world.

Check out the preso.

PR Agency Social Media ROI Calculator - And how PR firms can benefit

View more presentations from Kathy Herrmann.

Each ROI calculator is a little different, depending on the industry and company. However, the basic elements are consistent and building the methodology is the hardest part. I’ve done the hard thinking to help you.

Thanks to Dr. Natalie Petouhoff for her thought leadership. She’s the bestest!

tagged

pr,

public relations,

roi,

smroi,

social business,

social media,

valuation in

Social Business/Media,

Valuation / ROI

Friday

May072010

What Social Business ROI Really Means

Friday, May 7, 2010 at 10:14AM |

I gave a seminar this week to a customer on social business ROI and am making a short version of the slidedeck available to everyone.

What Social Business ROI really means

View more presentations from Kathy Herrmann.

Figuring out how to convert metrics into financial insights can be tough if that's not your area of expertise. Contact me if you need help. Happy to.

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roi,

scrm,

smroi,

social media,

socialbusiness in

SCRM,

Social Business/Media,

Valuation / ROI

Monday

May032010

SCRM’s dirty little word is really not so dirty

Monday, May 3, 2010 at 2:07PM |

Lawrence Buchanan wrote a dandy article about the importance of understanding the dollars and sense impact of social business.

While he values determining the return on investment (ROI) for social business initiatives, he also expresses a preference for the Return on Customer (ROC) which is a means to determine the total customer equity.

To me, ROC is the little brother to smROI because getting to the latter is influenced by the former.

Click to read more ...

tagged

crm,

roc,

roi,

scrm,

smroi,

socialbusiness,

socialmedia in

SCRM,

Social Business/Media,

Valuation / ROI

Monday

May032010

Simplifying Social business - How real people work

Monday, May 3, 2010 at 10:29AM |

The social business model exalts engagement and collaboration with customers, partners, and employees.

Strip it back and the reason why the social business model is fundamentally important is because it supports how real people relate and do real business.

Why then are companies still confused about the social business model? Why aren’t they rushing to implement it in their own companies?

I’m going to explore these issues in this white paper, although I’m going to come at the discussion from a little different perspective than most other thought leaders in the social business space.

Along the way, I’ll explore why the social business model is so important for companies today ─ and the potential impact on failing to pay attention to it.

Click here to read Simplifying Social Business.

tagged

crm,

scrm,

socialbusiness,

socialmedia,

valuation in

SCRM,

Social Business/Media

Thursday

Apr222010

Unleash the Creative Power of Your Call Center

Thursday, April 22, 2010 at 3:44PM |

Ask most people what they think of their experience with the call center and the common answer will be "frustration." First they’re forced to wade through an automated system that impedes their ability to connect with a real person. And when customers do get to a real person, the customer experience is often less than satisfactory, even when their issue is resolved.

It would be easy to blame the reps. But take a step back and ask yourself "how much of the service problem is systemic, resulting from managerial over-control of the customer engagement process?"

This article is featured on Customer Management IQ. Click here to read it in its entirety.