Recording: Three Disruptive Business Research Themes

Advance your career and learn about the three Disruptive Business Themes companies cannot ignore. Working among our team of analysts and researchers, Altimeter’s Research group has found three common higher level themes that will disrupt all businesses. Working among our analysts from mobile, content marketing, advertising, analytics, leadership, change management, user experience, and social, we’ve distilled all of the trends we’re seeing and found a common thread among them. We generated the three research themes with the following in mind: the goal was to ascertain business disruption trends –beyond just technology changes. Each Altimeter analyst provided a unique viewpoint to help create a consolidated view of disruptive trends. All Altimeter analysts will focus on these research themes for 2012 and … Continue readingRecording: Three Disruptive Business Research Themes

Altimeter Webinar Recording: State of Social Media Management Industry

This week, Altimeter (myself and Andrew Jones, researcher) hosted a webinar stemming from the the recent report on Social Media Proliferation, which you can download the full report on this blog post. In the embedded slides and video below, you’ll be able to get additional insights on how we perceive how this market will change in the coming years: We’ll see a vendor shakeout, although expect pure play vendors of each of the five uses cases to remain Consolidation will occur from market forces of email marketing, web analytics, CMS, marketing automation, brand monitoring, support software and beyond These tools, in the long run, will marry into existing communication tools to become a new form of a unified digital marketing … Continue readingAltimeter Webinar Recording: State of Social Media Management Industry

Recording: Apply Social Across the Customer Hourglass

Left: The Customer Hourglass looks at the entire customer experience –beyond the marketing funnel. Today, 82% of marketing departments have formalized social media programs, and are just spreading to other business units such as 30% of customer support and a mere 16% of product teams have formalized programs, read the data to learn more. Yet, in our research of the corporate social strategist, we found that their desire to span across multiple business units was a career goal. Segmented primarily into marketing, social media programs must extend across the entire customer lifecycle. To visualize how this change will occur, it’s best to follow a customer framework, rather than gear this by departmental silos. The Customer Hourglass combines both the traditional … Continue readingRecording: Apply Social Across the Customer Hourglass

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