How technology enables companies to connect with customers
We’re measuring how companies are using social media technologies to connect with their customers and have data back from the field of over 140 enterprise class corporations, many of which have the coveted social strategist role and formalized programs. To find out how far reaching … Continue readingFinding: 1 in 330 Employees Publishes on “Official” Social Media Accounts
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 … Continue readingTrend: Some Community Management Activities to be Outsourced
I’ve updated the list of Corporate Social Strategists, for 2011, see it here. These are the hard working open leaders within corporations that are making cultural change using new technologies to connect with customers and employees. It’s important to salute their efforts. I wanted to … Continue readingUpdated List of Social Media Corporate Buyers: Corporate Social Strategist
Recently, I got my hands on the new Chromebook, a light featured laptop using the Chrome browser as an OS, and a Samsung laptop as its physical frame. While the market is still discussing the end state of HP’s Web OS, now’s a good time … Continue readingGoogle’s Browser OS “Chromebook” is Start of New Lightweight Era –Yet Lacks Productivity Features
Just 6 quarters in and this space continues to heat up with nearly 30 vendors. We’ve done over four due diligence calls with VCs in this space in last 30 days, and Altimeter are helping a couple of brands short list their vendors for RFP … Continue readingMatrix: Challenges and Opportunities Abound for Social Media Management Systems
Over the last few months, Susan Etlinger, a former marketing strategist, and most importantly has used brand monitoring tools, has lead Altimeter’s latest research report on analytics. After interviewing nearly 40 experts and working with Charlene Li and a bit of help from myself, she’s … Continue readingOpen Research: A Framework for Social Analytics
The hires in the social business space continue to heat up, in fact the market research data (read the report) shows that hiring is the top spend in 2011. Expect there to be more hires over coming quarters. Both the submissions on this job announcement board, … Continue readingPeople on the Move in the Social Business Industry, August 12, 2011
Altimeter hosted our second roundtable lead with our newest hire, Chris Silva (blog/Twitter) who’s our newest analyst at Altimeter focused on Mobile Strategy. Chris also stems from Forrester, and was an analyst there focused on mobile, he was actually one of the trainers in my … Continue readingAltimeter Roundtable: Mobile Discussion on “Enrich, Engage, and Entrust”
Responding to Customers In Social Support May Be Hurting Your Brand. Why? You may be teaching your customers to yell at their friends in order to get your attention. You must develop a social support strategy that involves an escalation process, will scale, and use … Continue readingVideo Replay: 10 Reasons Customer Care Has Changed and How To Build a Strategy
Google+ A Solid Start, Yet Still Not Compelling for Mainstream Adoption. I spent nearly the entire weekend playing with Google+ (here’s my profile), and even was using Google’s Android Honeycomb operating system on a Galaxy Tab to see how well it integrates. So far, I’m … Continue readingSWOT: Five Ways Google+ Can Become Mainstream
