These days it's very important for brands to monitor what is being said about them across various social media channels such as blogs, Twitter and Facebook. But where should the tools used to do the monitoring reside? Should they be stand-alone offerings? Should they be integrated with your collaboration platform, your CRM/Marketing tool, or your Call Center applications?
Below is my first draft of a maturity model showing the key benefits and issues of social media monitoring based on which platform the tool is a part of.
I'd love your feedback and together we can improve this.
But who should be responsible for this monitoring, Customer Support or Marketing? (or both)
My Thoughts On Jive Software’s Jiveworld 2014
Mon, Oct 27th 2014 12:43p Alan Lepofsky Last week in Las Vegas Jive Software held their annual JiveWorld conference. In front of around 1600 people Jive talked about how their products and services enable people to "Work Better Together". Below is my analysis of some of the key announcements, including: - Google Apps and Microsoft Office 365 integration - A new view for "Top and Trending" in the newsfeed/activity stream - The introduction of Jive's WorkTypes tool - Analytics and insights, including a look at their fu [read] Keywords: application
Dear Citrix, I Want To Work Here!
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42 Really Was the Answer to the Ultimate Question of Life
Wed, Sep 3rd 2014 12:03a Alan Lepofsky As I start my 43rd revolution around the sun I reflect upon the variety of highs and lows that my 42nd brought me. While unfortunately there were sad events, there was also the best day of my life. I love you Samara, thank you for making my life so amazing. [read] Keywords:
PeopleLinx Pivots To Social Selling
Thu, Aug 14th 2014 11:10a Alan Lepofsky Yesterday's launch of PeopleLinx version 3 represents an important evolution for the company, as they shift their platform from being LinkedIn-centric to broader platform for helping Sales Professionals do their job. When I first met with PeopleLinx, the company was focused on helping businesses improve their employee's LinkedIn profiles. The idea was that employees are embassadors of the company they work for and therefore their LinkedIn profiles should properly represent their employer. T [read] Keywords: connections