How technology enables companies to connect with customers
While the opportunities for social technologies to change the world, business, and our individual lives continue to unveil, it’s also key to focus in on the challenges that impact the industry. For many folks who have decided to invest in social technologies to improve their … Continue readingMatrix: Challenges of the Social Technology Industry, July 2010 Edition
I find that Paul Greenberg (follow him on Twitter @pgreenbe), one of the early adopter who mapped out the CRM space gives a succinct overview of what’s happening in the Social CRM space. He points out the two converging forces ‘social’ and ‘CRM’ spaces that … Continue readingVideo: State of Social CRM
Social CRM Needed To Make Sense of Consumer Data. Social data is overwhelming. More customers, buyers, and consumers are creating content everywhere they go. Companies cannot scale to match this in a 1:1 basis, and most companies are in early phases of the 8 … Continue readingMatrix: Brand Monitoring, Social Analytics, Social Insights
Social technologies have impacted every industry, and most in a disruptive nature as middle men (and women) have been cut out, consumers turn to each other, and the lines of communication have become direct. The Industry Analyst space, which is known for research, advisory, insights, … Continue readingRegister for the Webcast: The Impact of Social Media on the Analyst Industry #SocialAnalyst
What in the heck does “RSC10” standfor? Here’s some of the clever answers we saw on Twitter when I posed the question this weekend: “Royal Shakespeare Company“, “Random Social Convention 2010“, “Russian Syndicate Cosmodrome, 2010“, “10″ rubber scraper) http://bit.ly/cMq5vj“, “Real Time Social Collaboration” or my personal … Continue readingUpcoming Altimeter Conference: The Rise of Social Commerce
Net Promoter Score has served the industry very well as the standard in satisfaction intention, and can now be enhanced by adding explicit customer satisfaction data, influence and customer reviews already on the web. NPS, a Industry Standard Before the Social Web There’s no better … Continue readingEnhancing Net Promoter Score (NPS) with Total Social Customer Value (TSCV)
Although I posted the last version just 12 days ago, I saw quite a few submissions come in, and some major job changes. Mid year hiring? Summer fever? I don’t know, but it prompted me to post. I’ve been tracking moves in this industry on … Continue readingPeople on the Move in the Social Business Industry: June 18, 2010
Expect insurance and wellness companies to monitor social data, then reward –and penalize member actions. Companies Want Accurate Customer Data and Social Data Promises a Gold Mine In our recent research report on Social CRM, we studied how companies will use social data to amend … Continue readingHow Insurance Companies Will Influence Rates Based On Your Tweets: Social Insurance Rates
Guess what? For corporations, social media doesn’t scale. Below is my keynote presentation at the Ragan Cisco conference in the heart of silicon valley in San Jose today. I was asked to present, where I see the future of social business, and I believe that … Continue readingKeynote: Three Ways Business Must Scale With Social Technologies
After launching the research report ‘Social Marketing Analytics‘ (also embedded below), my co analyst (also from Forrester) John Lovett and I recorded this webinar yesterday that had over 800 registrants and 300+ attendees during the hour long presentation. In the spirit of ‘Open Research’ we … Continue readingSlides and Recording: Social Marketing Analytics Research Findings
