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Social Media Monitoring Maturity Model
Alan Lepofsky    

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.


Social Media Monitoring Maturity Model


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)

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http://www.alanlepofsky.net/alepofsky/alanblog.nsf/dx/social-media-monitoring-maturity-model
Feb 22, 2012
57 hits



Recent Blog Posts
445


Microsoft Begins Bridging The Worlds Of Email and Social Networking
Thu, Sep 25th 2014 9:26p   Alan Lepofsky
Today Microsoft announced that the group functionality commonly found in social networking tools will now be available right inside the Office 365 Outlook client. As seen below, people can access their normal email Inbox and folders as they always have, but now below that they can navigate to the groups they are part of. A group is a place where people can share messages, files and take advantage of a group calendar. [read] Keywords: email microsoft networking office outlook
124


Infor is Hooked On Collaboration, Design and Data
Wed, Sep 17th 2014 11:23a   Alan Lepofsky
This week enterprise software vendor Infor held their annual customer conference in New Orleans. While Infor may not be a household name the way Microsoft, Google, SAP or Oracle are, they are a massive multibillion dollar company that focuses on solving specific business needs of over 73,000 customers. Rather than simply making CRM or ERP software, Infor focuses on tailoring solutions for specific industries. For example, 95% of the largest aerospace companies use Infor. As do 80% of the major t [read] Keywords: collaboration ibm citrix email enterprise google integration interface microsoft network networking oracle sap twitter unified communications
173


Box Hits Puberty and Starts the Journey From Product to Platform
Mon, Sep 8th 2014 8:53p   Alan Lepofsky
Remember those awkward teenage years when you were no longer a child but not quite an adult? That is where Box finds itself today, as it matures from a cloud based file storage and sharing company to one that is facing the expectations and challenges of adolescence. Last week at their annual BoxWorks conference, in front of 5000+ customers, partners, press and analysts Box set out to answer the life defining questions, "What do I want to be when I grow up? What do I want to do with my life?" [read] Keywords: collaboration connections ibm notes policies application applications development enterprise google linking mac microsoft mobile network networking office oracle sap security sharepoint
107


Connected Enterprise Innovation Summit
Thu, Sep 4th 2014 11:03a   Alan Lepofsky
Next month, Constellation Research is holding our annual conference, Connected Enterprise, an immersive innovation summit for senior business leaders. The theme of this year’s event is Dominate Digital Disruption. Join 200+ other early adopters to learn and share how digital business can transform your company and improve the way you work. This 3-day executive retreat includes mind expanding keynotes from visionaries, interactive best practices panels, deep 1:1 interviews with market make [read] Keywords: enterprise networking
238


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:
200


Six Companies That Exemplify The Future Of Work
Fri, Aug 29th 2014 1:33p   Alan Lepofsky
[read] Keywords:




210


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 desktop email linkedin mobile network profile
238


What Do You Like and Dislike About Mobile Computing
Sat, Aug 2nd 2014 12:40p   Alan Lepofsky
Love it or hate it, mobile computing is (has) dramatically changed the way we work. In my opinion, working mobile means more than just using phones and tablets, it's any time you're doing your job away from your standard office environment. Being mobile could mean using your laptop in your backyard or at a coffee shop. It could be virtual desktops shared from one machine to another, or via a kiosk. It could mean a screen in your car or in an airplane. It could be wearable technology like glass [read] Keywords: laptop mobile office
180


People, Places and Things
Sat, Aug 2nd 2014 12:40p   Alan Lepofsky
Everything old is new again... In response to my Tweet I find it amazing how many of the 2014 business goals for #socbiz are the exact same as the 1995 goals of the early Lotus Notes days.— Alan Lepofsky (@alanlepo) July 31, 2014 Joel Demay pointed out to me that Facebook's Graph Search helps you search for people, places and things... Which was the main focus of Lotus's ~1999-2002 Knowledge Management efforts. "People, Places & Things as the three essential ingr [read] Keywords: lotus notes community facebook twitter widgets
163


What Do You Like and Dislike About Mobile Computing
Sat, Aug 2nd 2014 12:40p   Alan Lepofsky
Love it or hate it, mobile computing is (has) dramatically changed the way we work. In my opinion, working mobile means more than just using phones and tablets, it's any time you're doing your job away from your standard office environment. Being mobile could mean using your laptop in your backyard or at a coffee shop. It could be virtual desktops shared from one machine to another, or via a kiosk. It could mean a screen in your car or in an airplane. It could be wearable technology like glass [read] Keywords: laptop mobile office




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