How Customer Support Organizations Must Evolve View more presentations from jeremiah_owyang. Customer support is tactical, a cost-center, and the clean-up-kids at the company. Well, that’s the mentality that needs to change. Instead, customer support can be strategic, a value center, and proactive towards customer needs. … Continue readingHow Customer Support Organizations Must Evolve
Shel, a contemporary, a friend, a mentor, knocks it out of the park yet again with this follow-up book on the next set of smaller faster tools: microblogs. Twitterville is a collection of stories that tell how the protagonist overcomes challenges from organizations, cultures, or … Continue readingTwitterville: A Desktop Reference for the Social Strategist
“Help! My boss wants to be my my friend on Facebook” was exactly the text message I received from someone close to me early last week. Career Limiting Move or A Platform To Build A Great Relationship? This young member of the Gen Y generation … Continue readingHelp! My Boss Wants To Be My Friend On Facebook
Despite a downturn in the economy, we continue to recognize those moving in the social media space. I’ve started this post series (see archives) to both track and congratulate folks who get promoted, move, or accept new exciting positions. Please help me congratulate the following … Continue readingPeople on the Move in the Social Media Industry: Sept 4, 2009
Although we’ve seen heavy adoption of social in the tech and consumer goods space, the impacts are far reaching. One industry that’s often overlooked –but could have the most impact is the luxury industry. Their biggest challenge isn’t the usual like convincing management, measuring ROI, … Continue readingFive Ways Luxury Brands Can Overcome the Conundrum of Social Marketing
New technologies are emerging at a faster pace yet companies lack an on-boarding process. Just a few years ago, fax, cell phones, email and the internet stormed into companies. Today, social technologies have caused many corporations to respond with a knee-jerk reaction, or shudder away … Continue readingBack To Practice: Flying With The Altimeter Group
Jeremiah: Working at Forrester is a capstone in my career, it could also be for you. Charles Telep, Forrester’s talent recruiter is guest posting here at the Web Strategy blog to find my replacement. I fully endorse working at Forrester here for a plethora of … Continue readingGuest Post: Finding Forrester’s Next Social Analyst
Thank you Forrester! When I announced I’d be joining Forrester nearly two years ago, I knew it would have been one of the best moves in my career. I certainly feel I was right. Being a Forrester Analyst is a top role to have in … Continue readingThank you Forrester, a Grand Adventure!
Facebook continues to make a series of evolutionary moves in recent months, rather than react to the news, let’s take a holistic look at where the company is headed. I’ve given my perspective to SFGate, now but want to dive into details here. I’ll … Continue readingThe Future of Facebook
One of the top 10 questions in social media marketing asked is “How do we kick start our community?” This post aims at providing some resources for brands that are preparing their community strategy. The old adage of the field of dreams isn’t true -if … Continue readingHow To Kick Start A Community –an Ongoing List
