Social Media had transitioned from a people-to-people interaction platform to a marketing platform for brands. And then, it went a step further by becoming an integral part of different departments of an organization- like Customer Support, Sales, Human Resources et al. This brief presentation, given at SEMPO Hyderabad 2014 talks about some of the ways in which organizations are using social media, beyond marketing.

3. What are some of the ways
you have used Social Media,
beyond Marketing?

4. What are some of the Social tools
you have used, for functions other
than Marketing?

6. “As a business solution, social has evolved,
moving well beyond the marketing
department, to address business objectives
across the organization.”
- MIT Sloan Management Review, 2013
@mitsmr

7. “By 2015, the 20% of enterprises using social
media beyond marketing will lead their
industries in revenue growth”
- Gartner, Inc
@Gartner_inc

8. Organizations
How some departments of organizations are using Social Media tools,
beyond the marketing realm

9. Customer
Support
● Understand trends and respond
● Engage with customers in real time, and
proactively
● Key Tasks: Pre-empt issues, manage online
reputation of the brand
“The dissatisfaction stemming from failure to respond via social channels can
lead to up to a 15% increase in churn rate for existing customers."
- Carol Rozwell
VP, Gartner

10. LinkedIn’s CEO responds to a user’s issue

12. Human
Resources
● Understand the undercurrents in the
organization
● Identify your prospective employees
● Key Tasks: Recruiting, Teambuilding, Training,
Onboarding
“69 percent of HR departments now use social media channels such
as Twitter, LinkedIn and Facebook to assist with the recruitment
process.”
- BLR

15. Sales
● Sales second only to marketing as the functional
area where social tools are used to a large or great
extent.
● Social selling is becoming increasingly popular, and new
tools are being developed to assist sales staff to use it in
their work.
● Identify new opportunities and referrals

17. Other aspects
Product Development & Innovation
Understand pain points and problems in the market that need
to be solved
Collaboration
Collaborate with internal teams to come up with new ideas,
solutions and address pain points
Internal Communication
Using tools like Yammer & Chatter to connect with teams and
enhance office productivity.

18. Would love to know your thoughts, ideas &
opinions.
Email: nabeel.adeni@gmail.com
Twitter: @nabeeladeni

19. Check out…
You can also

21. “Social Media is about sociology & psychology
more than technology”
- Brain Solis
@briansolis
And, never ever, ever again forget...