As we continue to conduct research in the social business arena, it’s important to point out the trends in the space. In particular, a role that is so key to success for customer engagement (marketing and service) is the challenging (and often under-appreciated) community manager role. Lately, I’ve found a few trends that community managers (and their bosses) need to be aware of, as the space continues to grow.
Third Party Community Management Specialists On The Rise:
Here’s what we’ve been seeing based on a few briefings and interactions I’ve taken in the past few months:
- Recently, I spoke to a group of community managers at Weber Shandwick (invited by Stephanie Agresta) a communications agency, they work closely with their clients and are often representing the brand on behalf of the client who is unable to scale with limited resources. They also offer an interesting service called Firebell which simulates crises in a safe environment.
- A few days ago, I was briefed by Cap Gemini who offers BPO (Business Process Outsourcing, a term I’ve found most on the marketing side don’t know), and they are partnered with Attensity (software) to provide community management services and support.
- While many community platforms offer CM services, Liveworld (client) has focus here and, is one of the seasoned mainstays in community management and offers services (and software) to brands that seek community management services on demand.
- I’ve been briefed by Sean O’Driscoll at Ant’s Eye View and they offer a range of services at the strategy level for their clients but also offers community management and analytics services.
- A few weeks back, Chief Strategy Officer Peter Kim from Dachis group briefed Altimeter on their various strategy, implementation services, including community management as a managed service.
Altimeter Data Shows Staff and Agency Spend Top Spends
If you look at Altimeter spending data in Social Business, we already see a significant amount of revenues going to internal staff as well as agency folks, and it’s interesting to see how boutique social media agencies overtake traditional agencies in spending, I’m seeing an increase of community management staff be on demand from agency and third party side.
Expect Emerging Markets to Offer BPO Services, Outsourcing Some Activities
Last year, I went out to Manila to meet with the local web, agency, and business groups, and met some folks who work within the established BPO industry, most of these companies are known to manage the overseas call centers that you speak to for customer support. While I found they were not ready for ‘social support’ I’m starting to get briefings and hearing how they are gearing up to move into outsourced community management. Based upon my experience, I see a range of Community Management services, I’m open to adding to this, based upon your feedback:
Matrix: Four Levels of Community Management Services:
|What it looks like
|Often behind the scenes, they lead the overall strategy of how customers fit into multiple business units. Often does reporting and responsible for return on investment.
|This activity is likely to stay within the corporation as they have understanding of business goals, and key relationships
|3) Brand Representation
|Represents the story of the brand (and of course that of customers) and is often a primary face of the company in online communities on an ongoing basis.
|Often within the corporation, sometimes this role is being held by agency partners, such as “Jenny at Axe” who was a full time Edelman employee.
|2) Member Response
|Responds to frequent product inquiries such as “Do you have this or that?” or “Does anyone know how to X”
|Often this is being served by a Product Marketing Manager, Product Manager, or Customer service representative –all who have been trained and know where knowledge is. Like other customer service channels, expect more of this role to be shifted to third-parties.
|1) Moderation, Curation, Analytics
|Often behind the scenes, this group reviews content, and conducts triage for the content. They also may curate content and conduct basic reporting.
|Frequently, I’m hearing these skills are being leveraged by outsourced providers as they have minimal impact to customer relationships, I expect this to continue
Expect A Change in Community Management Sourcing:
The one constant of business is that it is always changing. Due to weak financial markets and inability for most to measure social business, scrutiny of resources is always top of mind, as a result, expect the following trends:
- An increase in offerings of community management services from “emerging” markets. While in many cases, I’ve found that community managers are often in the brand or agency side that are close to the corporate HQ, expect to see an increase of service providers from Philippines, India, and perhaps in South America. They’ve over a decade of experience managing customer service operations for brands on channels like phone –and can benefit to use channels accents won’t be a distraction to the customer experience.
- Brands to continue to outsource some community manager activities –while strategic skills stay in house. Expect that brands will outsource activities such as moderation/curation and often reporting, and rely on knowledge workers who have specific product information or key client relationships to stay close to the brand. In the case of a few companies who enter the “holistic” formation, they will enable thousands of employees to respond –spreading the role across the company.
- Backlash from embedded community managers –yet savvy will “skill up” now. While we see that the number of social media accounts a brand has to manage on the rise (data), this trend won’t be met without opposition, in fact, many voiced their concern on my Google+ page how outsourcing key relationships between brands and customers is what gets companies into hot waters in the first place. Yet, I expect many community managers to move into high echelon activities such as community programming on the content side, reporting and analytics, and learning to manage outsourced teams.
While I’m no longer in a community role (I used to be on brand side for social media), I wanted to provide my perspective from my vantage point. Lastly, remember that Community Manager Appreciation Day is every fourth Monday in Jan, every year (this coming Monday, Jan 24th 2012), and should be used to celebrate all community managers, whether on brand side, agency, or outsourced.
Update: Taking a briefing from Crowdflower that have some of these services, but it must go through their platform and API. They do crowdsourced BPO