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Internet Advertising

Aaron Worsham / Apr 17, 2008

Client Communications 2.0 – LinkedIn

If Facebook had a dad that worked in accounting, drove a Taurus and considered the OpEd section of the Wall Street Journal a “weekend highpoint”, that dad would be LinkedIn.

LinkedIn is the social network we point to when we want to say that the internet is serious business. It is the one example people use when trying to make an argument for expecting more than flying sheep and Parker Brother games in online communities. LinkedIn is about making (and exploiting) business connections. They must be doing something right, they turned a profit in 2006 with 5 million users. They claim 4 times that many users today.

How you can personally benefit You know a few people in your industry. You are already part of a business network that exists through conferences and gatherings, mailing lists and bulletin boards. LinkedIn makes it ridiculously easy to interconnect those business contacts that you have to an online profile. The big idea is that you can benefit from your network connectivity as an industry expert or by being introduced to other people in your field. In theory this uber networking could translate to a better job or a consulting engagement. There are job search boards and expert Answers sections that facilitate some of this for you, though it is possible to arrange things independently.

How LinkedIn makes money The business model that seems to work best for social networks relates to critical mass. Once something has grown large enough to generate its own buzz around a community, it can usually maintain a perpetual inflow of new users. It is the users, their connections and their self-identified business skills and responsibilities that LinkedIn monetizes in its business plan. LinkedIn sells introductions and InMail messages as premiere services, a easy sell for an HR department looking for new talent to recruit.

How your company can use LinkedIn This depends on how large your company is and how technical your customer base is. Most of LinkedIn’s professionals work in white collar management, tech sector or professional industries such as law and medicine. A large company working in any of these markets should consider looking at the Enterprise options for connecting with clients If you’re smaller, then the professional accounts are tiered to meet your needs. LinkedIn does support targeted advertising though their rate card is on the high end for online advertising. This likely reflects their belief in a unique audience of professionals, though an ad in a trade publication may be a better value for a comparable audience. Mostly, you want your sales people to have LinkedIn accounts and to start making connections. Sales leads that come through a recommendation network like this are worth the price of a professional account.

My take I don’t use LinkedIn personally. I have an account that I maintain modestly for my professional friends to connect to. I’m not in sales and my current professional engagements keeps me too busy to fish for work. So from the outside looking in, I see LinkedIn as just another place to keep your contact information. The likelihood that I will look here first for a business recommendation, professional recommendation, job or product offering is small. There are other places that do those things better. A deep user of the LinkedIn networking function may find unique opportunities that a surface user like me never will. My time just doesn’t lend itself to that level of involvement.

CrunchBase Information
LinkedIn
Information provided by CrunchBase

Aaron Worsham / Apr 14, 2008

Customer Communications 2.0 – Instant Messaging

Previously, we chatted about forms of communications and how they’re changing in the b2b world. Today we will glance casually at what Instant Messaging has to offer your company. IM isn’t the new kid on the communication block anymore; its actually starting to show its age. Most IMs are old enough and mature enough to consider for more serious jobs than passing on jokes to friends and co-workers. While MySpace and Facebook are hanging around at the mall in the food court, AIM, Yahoo Messenger, MSN and Jabber have all moved on to full time jobs in the retail and services industries. They have become responsible, productive members of society. Now the question is, how do we put them to best use. The key to understanding how IM can help you connect with your customers are ‘immediacy’ and ‘presence’. Lets do a little catagorizing, shall we?

Talking to someone face to face has immediacy and presence. You know they are there and that they are hearing you as you talk. The big downside is max distance being measured in feet. Also, face to face conversations are best done serially. You can have more than one conversation at a time, but the results are lousy and sometimes dangerous (me agreeing to Opera tickets with wife while talking to buddy about Hockey Playoff seats)

Phone conversations, too, have immediacy and presence. The distance problem is solved, but concurrency is still an issue. A good salesman might be able to hold two sales calls a once but I wouldn’t recommend it to the rest of us.

Along came email, which was a glorified post office with the new fangled ability of immediate delivery. Suddenly everyone was hooked. Communication through an immediate delivery that didn’t rely on presence was just the ticket for huge gains in efficiency. Digital records of the communication thread was the killer feature that cinched it. This became the defacto standard for business communication. Still, when something needs presence we fall back to the phone.

Now compare Instant Messaging. IM has the distance, presence and immediacy of a phone call. It has the efficiency and cocurrency of email by holding multiple conversations. It also has digital recordings of the communication thread. Its something of the perfect business communication tool, if only it didn’t suffer from an image problem.

In a few years your customers will start to host IM solutions for their company, as they do email today. Here is how you can put this information to use now to build stronger lines of communication. First, you need to get a corporate IM service. Each have their strenghts and reputations in the market. For a solution hosted at your location, I would recommend looking at Jabber. Now, extend this service to your customers as an alternative to email. For some customers, this will have instant geek chic appeal. Here is where knowing the weaknesses of the different forms of communication makes a huge difference. Hook up support staff with IM accounts. Start with the inside sales support people. Give the account info out to your customers. Now the customer has a direct, immediate, recorded, concurrent, pressence based method to get information about your products or services. They can ask that question while they are working with the product and writting up that email to accounting about paying you a bag of money for it. If that isn’t the bee’s knee’s in customer focused technology, then I don’t know what is.

Aaron Worsham / Apr 9, 2008

Customer Communications 2.0

Lets face it, Business to Business sales is a tight knit world. Your company is usually in a small, well defined industry with a finite number of potential customers. Your customer base, too, has a small number of vendors that they’ve worked with for years and intimately trust (usually). Communication in this small network is very clearly defined.

  1. You, the sales person, have a sales proposal.
  2. You call me, your customers, for chat/meeting/lunch/golf?
  3. We discuss/haggle.
  4. I sign.
  5. You hand off to implementation.
  6. Repeat 3 months later.

The customer can also start the dance with a sales opportunity, but regardless the steps are still the same. Most of this interaction is done over the phone and through email. Both customers and vendors are comfortable with these forms of communication. Used together, email and phone can blend to the perfect ratio of interruption and discretion. We have customer communication pretty much figured out, that is as long as nothing changes.

Its Wednesday, so that must mean things have changed, again. It may sound hyperbolic, but change happens. As a tech analyst in the B2B market, I will say that we seem to have a slower rate of adoption than the consumer markets. Traditional business modes seem to hold on much longer, presumably due to the insular nature of how our industries operate. Eventually, however, the forces that mold the consumer world find their way into the B2B community. I have seen a slow but inevitable adoption of new communication technology in B2B companies in the last few years. Instant Messaging, Blogs, Social Networks, Microblogging. If your customers are using these tools in their business, then you should really pay attention. There may be a new mode of communication forming right before our eyes. The first one there may win the hearts and minds of your B2B industry.

In future posts I will be discussing some of the new ways you can connect with your customers. We will look at when and how to use Instant Messaging appropriately. Next we will take a look at how LinkedIn can help you connect, reconnect, and stay connected to your customer’s colleagues. Lastly, we can dive into web conferencing which is an older idea getting a new lease on life.

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Sarah Worsham (Sazbean) is a Webgrrl = Solution Architect + Product Management (Computer Engineer * Geek * Digital Strategist)^MBA. All views are her own.

Business + Technical Product Management

My sweet spot is at the intersection between technology and business. I love to manage and develop products, market them, and deep dive into technical issues when needed. Leveraging strategic and creative thinking to problem solving is when I thrive. I have developed and marketed products for a variety of industries and companies, including manufacturing, eCommerce, retail, software, publishing, media, law, accounting, medical, construction, & marketing.

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