What trends have you identified in corporate social media management at the moment? Does Romania align to these trends (or what must Romanian companies do to do that)?
I have highlighted 10 major trends in the management of corporate social media in 2012 in a post which is available at http://oran.ge/10smtrends. This post served as a basis for my presentation at the Ronewmedia conference which took place in Bucharest on May 16th, 2012. Rather than repeat what is said in this blog piece and was again developed during my presentation, I will attempt to sum it up in a few words:
First, social media is reaching maturity stage and is no longer considered an innovation. Second, barring a few exceptions (if you sell extremely boring products like plastic tarpaulins for instance), social media is now part of everything we do, and has become an integral part of digital marketing; b2b is no exception, on the contrary. Digital marketers who have failed to delve into the nitty-gritty of social media, have missed something big and they had better catch up. Lastly, social media is no longer restricted to a particular team within the digital department; it has to be used by each and every one of us in business.
Very few companies are an exception to this rule; the impact on b2b marketing might even be more important than that on b2c marketing, however counter-intuitive it may seem. As to Romania, it is obvious that we are talking of a country in which there is already a very high level of IT knowledge and expertise, as you know there are even some international high-tech giants which are Romanian such as bitdefender for instance; so it would be irrelevant to treat Romania separately from the rest of the world. Having said that, there are real regional differences in social media adoption both quantitatively and quantitatively, but the results of these discrepancies are sometimes surprising. If I look at the profile of the users of the Orange Worldwide page (http://facebook.com/Orange) you might be very surprised to learn that Central and Eastern European users amount to more than 35% of our overall users: Poland is by far the biggest fan base in our portfolio, but Romania is not very far behind in proportion, given it is a smaller country. More than 5% of our users are Romanian in fact! And our local Romanian Facebook page (http://www.facebook.com/Orangeromania) is also booming with more than 164,000 likers.
So, Romania and Romanian companies are not out of sync and are part of this globalised world like anyone else. Only a handful of emerging countries as well as Iran and Russia standout; the Ronewmedia conference provided enough evidence of the latter in its first panel.
 Check my personal blog for this topic at http://visionarymarketing.wordpress.com/category/b2b-marketing/
Alban Fournier is a graduate from Essec Management School in Paris. He has proficiency in Management, Change Management, Marketing and Consulting services. He has worked on various engagements with Schneider Electric and Tencent, the leading Chinese Internet company.
value creation and monetization at Facebook: to succeed, other revenue streams than advertising and app revenue share should be developed now
For many, including Google, Facebook is a distraction from regular Internet surfing. The Palo Alto-based social network company firm has developed an engaging experience for users which creates some sort of addiction to the social network: almost all your “friends” are here and such a sheer volume of users is not available anywhere else.
currently Facebook data is available for free
Facebook offers its service in exchange for the right to capture and collect a huge volume of demographic and preference data from its users. That data is extremely valuable to brands. Marketers and advertisers can use the data efficiently because it is detailed and personal.
the social graph … a core asset
The social graph is a core asset of Facebook representing people and the connections they have to everything they care about. Today, the social graph, or profile information database, is not used for business with third parties outside the Facebook website: Facebook has prevented its business partners from using the data it provides to approach users exclusively within Facebook. Through the social graph, it is possible to find and match data across different groups of people. It is also possible to produce a graph of preferences and identify people who share a common liking for a brand.
The Graph API presents a simple, consistent view of social graph objects (such as people, photos, events, and pages) and the connections between them (friendships, likes, and tags) (Facebook Inc, 2012). The Graph API also enables partners to read and write data into Facebook. Through “Facebook Connect”, a protocol also allows businesses to make all the features currently found on Facebook available on their own websites. For instance the “Like” feature, allowing user actions to show up on people’s profiles, publish actions across their friends’ newsfeeds etc.
a huge volume of data
Facebook is now building an ever bigger volume of data on how its users interact with sites within and beyond its walls. The feature called “Facebook Connect” is a win-win mechanism: the firm gives brands access to Facebook’s users’ real names, email addresses, profile pictures and friends lists. In return, the brand shares the activity of its Facebook users on its brand web pages. Both Facebook and its partners can improve their understanding of users’ habits across the world wide web.
The Open Graph Protocol allows third-parties to access most, if not all, of a Facebook user’s data as long as he has opted in via the privacy settings. Yet, please note that by default all users are automatically enrolled into the Open Graph Protocol (Open Graph protocol, 2012)! [editor’s note: therefore it’s not opt-in]
The volume of participation is a critical component. With the right level of engagement and participation, a social circle may influence another social circle to participate in an external offering, whereas previously, I mean without a “friend” connection, that level of comfort to engage with an external site may not have existed. Brands have the opportunity to track and offer incentives for people promoting their brand.
building the semantic web
Facebook might be able to build a web ecosystem where a user’s needs can be anticipated, understood and personalised for them: it is called the semantic web. The social network firm did understand the opportunities of collecting user data on their interests much more than we could have expected.
Yet, as of today, Facebook is mainly an advertising platform but its business model of Facebook should change from a pre advertising-based model to a combined business model covering: advertising, revenue sharing, merchant, and infomediary services.
1. advertising model
Facebook sells ad space on its site. Like other Internet firms, it is offering personalisation options in online advertising. Facebook helps its clients target their ads at specific groups of Facebook users, based on elements of users’ profile data. In the online-advertising ecosystem, the brand or individual is able to collect metrics and analytics. This means that the brand or advertiser can predict the impact its campaign will have. This demand of brands for users’ data is crucial for Internet players.
One of the issue with the advertising model though is that it is prone to fluctuations due to the economic situation. With the current crisis, Google’ revenues were impacted with a light decrease in advertising revenues in the first half of 2009. However, the main challenge for Facebook is the behaviour of its users: advertising on smartphones seems less efficient than on computers. On the other hand, advertising on tablets shows some results and the growth will come from such devices too.
2. revenue-sharing model: applications and virtual goods
Facebook is getting a percentage of the revenue it generates with applications hosted on its platform through revenue-sharing agreements with developers who created and own the application. Facebook hands over a few categories of public profile data (such as sex, age, location etc.) to the app makers, enabling them to personalise the end-user experience. In 2011, Facebook got 12% out of the revenue coming from Zynga thanks to a 30% revenue share with Facebook (SECURITIES AND EXCHANGE COMMISSION, 2012).
The business of micro transactions for virtual goods is booming. When users purchase virtual goods using Facebook payment infrastructure, the firm receive fees that represent a portion of the transaction value. The opportunity for Facebook is not only in social games. Taking the example of Tencent, virtual goods can be used for many other purposes like avatars and other online benefits internally or through other business partners.
According to the report of Strategy Analytics called “Virtual Worlds Market Forecast 2009-2015” (Gilbert, 2009), the worldwide revenue generated from the sale of virtual goods is forecasted to increase to $17 billion by 2015. Facebook currently requires the integration of a payment system in games. The firm should seek to extend the use of online payments to other types of applications and mobile tools in the near future. Its App centre will come handy.
The use of a virtual currency like Facebook credits (editor’s note: Facebook credits were discontinued in 2012 but will soon be replaced) makes easier micro transactions of real and virtual goods over the Internet. Those credits could be used both within Facebook and on partner websites. The decision to have credits in local currencies should accelerate the use of micro payments over the platform.
3. Infomediary services Model: anonymous social marketing?
Facebook could start charging for access to its user data. User data is potentially highly valuable. Facebook collects a rich set of information from its user profiles. Each profile contains not only the user’s demographic data, but also data about the user interests. Every action adds an additional piece of information: adding a friend, liking a brand, looking at a page or a video…The tastes and buying habits of the users and connections (or “likers”) are much better indications of what the user is likely to buy than are its demographics (i.e. age, sex, and location data…). As a consequence, selling anonymous user data is a good way to make money sharing knowledge of people interests, those people being potential buyers of products.
Application developers could have to share a higher percentage of revenue in order to benefit from user data.
Facebook could dissociate its users’ data from its platform and license it to web data brokers or directly to large CPG businesses, once all personally identifiable information has been expunged. External marketers and advertisers might also be interested to use the data to target ads or other content at potential customers either online or offline. A marketer from CPG firms such as Procter & Gamble or LVMH, could compare this combination of demographics and preference data, and determine similarities with people who have bought their products previously.
The sale of users’ data is a good and easy way to quickly monetise Facebook’s assets. Besides, market insights is another source of cash that could be created through Facebook. With its huge database, the firm can sell specific insights matching the needs of its clients.
4. Merchant model with e-Commerce Transactions: Facebook can become a key tool in the purchasing decision process
E-commerce is expecting opportunities to leverage the existing platform thanks to: a massive logged-in user base; insight into users’ interests; and the network’s ability to generate “word-of-mouth”. Facebook should therefore seek to build payment relationships with consumers; and promote its existing billing system. With the amount of volume of activity and users the firm has at its disposal, extending the current business model with its existing customers is easier and faster (Zhenga Lindgardt, 2009).
The firm should therefore be able to charge a fee based on a percentage of revenue sold through the platform. The knowledge of actual tastes and preferences of Facebook users makes the social network very attractive for the discovery of products and services, and online purchases. Provided Facebook sorts out and improves its mobile strategy, mobile commerce could its first source of revenue as early as 2020. The firm could indeed charge a fee per store and asks for a percentage against each transaction (1%-3% according to the product or service). We can expect Facebook to become a link between a brand and a potential customer through his or her history.
For most users, Facebook is able to carry out the promise of personalisation better than any other e-merchant and deliver a purchasing experience around the data it owns. At the time of decision to purchase or not a product or a service, the social connection gives confidence in buying if the perceived value and benefits of the products are recommended by “friends”.
Nobody knows what the future holds for Facebook, and even though the task is difficult and risky, here are two cents and a projection available from my site at value2020.net
follow in the steps of Tencent!
As a conclusion, as explained, Facebook Inc. is likely to generate much more revenue from user data through mobile & tablet commerce, and infomediary services in the years to come. The profitability of the firm could increase in case the company follows the path of Tencent, one of the world leaders in the business of micro transactions. The business of virtual goods is growing and highly profitable: Facebook should take advantage of this kind of opportunities.
Last week I had the chance to bump into Sarah Goodall from SAP; I was very pleased to see her at the usefulsocialmedia conference in London one year after being acquainted with her at a marketing conference in London. Sarah is one of our best social media practitioners in the B2B world and I was lucky enough to sneak out of the B2C session and switch rooms to listen to her. Her presentation was about how to convince your CFO about the benefit of social media. Not an easy task, but Sarah knows how to circumvent the issue; here is how:
Sarah Goodall looks after social media for EMEA and she presented on June 26th at the usefulsocialmedia conference in London. “How can social media generate value? I haven’t got all the answers!” Sarah said as an introduction, but she has a few clues which she wanted to share with us.
Sarah has worked for small and large companies and knows “how to make things work on a tight budget”. SAP sells software and services to businesses; it is forty years old and it comes from “a traditional marketing background” Sarah said, and moving into social business “is a true cultural shift”. Hence, social media “came as a shock” to SAP according to her and “it helped [them] turnaround the sales cycle” Sarah went on. What it means is that there has been more emphasis on posting content on where customers are getting it rather than push that content over to them. Therefore, the transition is to inbound Marketing “even though we are not there yet” Sarah said, very honestly. “Outbound still represents twice the budget which is spent on inbound marketing” she added.
How to attribute social influence to revenue?
At the very heart of the business, there is the owned SAP community, using Jive internally and an external community with customers. On top of that, there are channels which aren’t owned by SAP such as LinkedIn, Slideshare, Facebook, Twitter etc. The SAP community network is fairly known outside of SAP, and is 3 million big nowadays. “A lot of bloggers are contributing in this community, most of them aren’t part of SAP by the way” Sarah added.
On external platforms, SAP have enough fans to fill in football stadiums several times “but this is still not sufficient for CFOs!” she said. Hard facts are required, more arguments needed. So what will it take to drive the point home? “What the CFO is interested in is the impact on customer value, and the bottom line and it’s tough, I’m not going to lie” Sarah said.
So here are a few of Sarah’s secret recipes for getting CFOs to buy in to social media:
Potential cost of R&D saved: if you use the comments and the voting and offset that against the money saved on R&D, this is tremendous. There is also a cost of loyalty and there are savings which can be made.
Social commerce: this is a little more tricky because “the SAP sales process doesn’t quite work like that” Sarah said. SAP tried to embed links in LinkedIn and experimented on how Facebook posts can lead to a registration. “It’s not enough to generate revenue” she said “it’s not an exact science but it’s enough to uncover value”. There are also chance engagements, they don’t happen very often, but when a potential customer has been turned into a customer later then it is a great achievement.
Social intelligence: “this is a little bit more woolly” Sarah said but you can try and get insights from social media, and it can be shown that click-through-rates can be influenced through social media.
Social insight: social media is also useful in order to measure brand health. SAP is monitoring what users are saying about SAP and their competitors. “There aren’t any numbers but it is useful” Sarah said.
Sapphirenow: this is the biggest business conference which is organised by SAP. In Orlando, 15% of twitter handles of delegates were identified, and 25% followed the @sapphirenow Twitter handle. “This is still early stage Sarah said but it is very useful to tie to something related to business and prove it’s useful” Sarah said.
Social efficiency: social media saves a lot of money on support and reduces significantly the amount of inbound calls SAP is getting for support. SAP mentors are SAP’s brand advocates and “this is media which can’t be paid for” meaning that it is invaluable. SAP also launched a #suithugger hashtag which brought amazing results.
the right metrics
As a conclusion, Sarah said that “you would have to “communicate the right metrics to the right audience. Don’t show clicks and followers to CEOs! Show how social media is impacting productivity. You can’t really talk of the ‘ROI of Facebook’” Sarah warned.
Pearls of wisdom … does anyone have anything to add to this? I don’t.