Matrix: Brand Monitoring, Social Analytics, Social Insights

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 Stages of Listening.   Earlier this year, I made clear investments in researching the Social CRM space and Mobile+Social space (report forthcoming), it’s clear that Social CRM is starting to get wind under it’s wings, and mobile/social is certainly happening at consumer level.  So what do I see happening next?  Two trends, social analytics intelligence, and social business value networks, which I’ll discuss at a later time. The above graphic lists the Social CRM Use Cases … Continue readingMatrix: Brand Monitoring, Social Analytics, Social Insights

Register for the Webcast: The Impact of Social Media on the Analyst Industry #SocialAnalyst

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, and ability to influence buyers and media, has directly been influenced. While we’ve lately seen some major changes to the industry analyst space using social technologies, the question that many (buyers of research, Analyst Relations, Analysts, and their management) are wrestling with is ‘how’ does social technologies impact the space, and how can I take advantage of it.   Some questions that quickly come to mind are: how does social impact research, client relations, vendor … Continue readingRegister for the Webcast: The Impact of Social Media on the Analyst Industry #SocialAnalyst

Upcoming Altimeter Conference: The Rise of Social Commerce

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 favorite “Recursive Systematic Convolutional 2010 conference“. Our First Conference: “The Rise of Social Conference” Altimeter Group is hosting our first conference The Rise of Social Commerce. We focus on disruptive technologies to business and see how consumer technologies like social and mobile are starting to influence commerce, supply chain management, and demand for new products and services. Shoppers want to belong. They want to be heard. They want to feel valued. They crave a better … Continue readingUpcoming Altimeter Conference: The Rise of Social Commerce

Enhancing Net Promoter Score (NPS) with Total Social Customer Value (TSCV)

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 way to measure customer satisfaction and intention to refer than the Net Promoter Score.  In fact, this simple mechanism asks consumers  on a 0 to 10 rating scale: “How likely is it that you would recommend our company to a friend or colleague?” Based on their responses, customers can be categorized into one of three groups: Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating) NPS ,while effective at capturing the intention of advocacy, … Continue readingEnhancing Net Promoter Score (NPS) with Total Social Customer Value (TSCV)

People on the Move in the Social Business Industry: June 18, 2010

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 this blog for a few years now, it’s interesting to see the formal titles of ‘social’ appear in corporations. The job changes continue, as the market continues to plow forward. Expect more senior level social strategist positions to get filled as social media becomes a mainstay in the integrated communications across multiple departments at companies. I’ve been tracking new hires in this space since 2007, see the archives. People on the Move in the Social … Continue readingPeople on the Move in the Social Business Industry: June 18, 2010

How Insurance Companies Will Influence Rates Based On Your Tweets: Social Insurance Rates

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 existing customer databases. We mapped out which use cases are ready now, and which ones we expect to see in the future. We expect in the future that companies will give customers an improved customer experience, or improve innovation of products and services by using customer data. (SCRM use cases: CX1, 2 and I1). Just as companies use previous purchasing behavior, demographics, psychographics and other studies, we expect companies to take advantage of the social … Continue readingHow Insurance Companies Will Influence Rates Based On Your Tweets: Social Insurance Rates