Matrix: Challenges and Opportunities Abound for Social Media Management Systems

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 inclusions –brands know they need an enterprise solution. This scope of this post is for the pure play vendors and does not include the numerous entrants that will explode into this space from the incumbent software category.   To help move the industry forward, here’s my perspective on the space, all which I’m telling buyers as well as investors. Matrix: Challenges and Opportunities Abound for Social Media Management Systems Strengths: -VC Funding for Rapid Growth … Continue readingMatrix: Challenges and Opportunities Abound for Social Media Management Systems

Open Research: A Framework for Social Analytics

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 found six distinct use cases (see compass below) on how companies are measuring using these new toolsets. We know that measurement is the the top goal inside of companies, and while I’ve published this data before, it’s important to recast it to show the important of measurement in an emerging technology set. Why are social analytics so important? This is a new medium, and proof over re allocation of investment is key. Being a new … Continue readingOpen Research: A Framework for Social Analytics

People on the Move in the Social Business Industry, August 12, 2011

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, as well as available social media positions at corporations continue to pour in. In this continued digest of job changes, I like to salute those that continue to join the industry in roles focused on social media, see the archives, which I’ve been tracking since Q4, 2007. People on the Move in the Social Business Industry: Greg Meyer joins Assistly as Director, Customer Wow Delivering customer delight for users of this SaaS Help Desk solution. Sonal Mehta … Continue readingPeople on the Move in the Social Business Industry, August 12, 2011

Altimeter Roundtable: Mobile Discussion on “Enrich, Engage, and Entrust”

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 new hire orientation. Above: Mobile Proud! Roundtable attendees show off their personal devices at the Altimeter Hangar. Attendees consisted of representatives from startups, mobile app vendors, large device manufactures, brands, social web companies, and media creator: Almost Savvy, Appconomy, Ascentium, Avere Group, Box, DoubleDutch, FrontRow Antics, Janrain, LiquidSpace, Logitech, Mekanism, MIT/Stanford Venture Lab, Moxie Software, nvidia, Oracle, Pansonic, Quantinto, Ready to Go Information Technologies, Responsys, Retailigence, Rocket Fuel Inc, SAP, Seesmic, Social Guides, Sony Electronics, … Continue readingAltimeter Roundtable: Mobile Discussion on “Enrich, Engage, and Entrust”

Video Replay: 10 Reasons Customer Care Has Changed and How To Build a Strategy

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 the right internal processes and software to succeed. In the above recorded webinar, you can watch the replay and learn about the business case (why many companies have fallen down in social media crises) understand market data on trends on adoption rates and spending, and a five step escalation framework with over a dozen examples. Above: The 5-Tier Social Support Approach 10 Reasons How Customer Care Has Changed: There are some significant shifts on how … Continue readingVideo Replay: 10 Reasons Customer Care Has Changed and How To Build a Strategy

SWOT: Five Ways Google+ Can Become Mainstream

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 impressed, and think Google finally got the formula right that will spur on adoption.  In my initial reactions, I stated that Google+ was pretty much mirroring Facebook’s features, and didn’t give a compelling reason for many mainstream users to port over.  While just about a month old, there’s been some discussion that Google+ has reached a significant number of registered users quickly (although it’s not clear if they’ll be repeat users beyond the test drive), … Continue readingSWOT: Five Ways Google+ Can Become Mainstream