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)
The New Collaboration UI?
Fri, Nov 21st 2014 10:13a Alan Lepofsky Remember when every software product was designed to look like Facebook? Now it appears a new "common UI" being used in many of the new collaboration tools. Here's a quick UI comparison of Slack, Glip, Unify Circuit and Cisco Project Squared. [read] Keywords: collaboration
Analytics Is At the Centre Of IBM’s Future
Wed, Nov 12th 2014 10:50p Alan Lepofsky Today was Day 1 of IBM's Analyst Insight Summit. This exclusive event brings together the top industry analysts from around the world to meet with the heads of IBM's software division. If I had to sum up the event in one word, it would be analytics. IBM has a vast software portfolio that covers a variety of topics, but at the centre of all of them is IBM's message around using data to gather insights that can lead to better decision making. While IBM has several technologies in the an [read] Keywords: collaboration
Microsoft Office Begins Plan For Mobile Domination
Thu, Nov 6th 2014 10:03a Alan Lepofsky For the last two decade Microsoft Office has been the dominate desktop productivity suite. Argue about "cool alternatives" all you want, but who doesn't come across Word, Excel or PowerPoint at some point in their day? As web-based applications began to take hold, alternatives to Office became quite viable, most notably Google Apps. The rise of web apps also brought into question the need for word-processors, spreadsheets and presentation software. Alternatives like wiki pages, blogs, coll [read] Keywords: applications
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!
Fri, Oct 10th 2014 9:33a Alan Lepofsky Yesterday I attended the opening of Citrix's new office in Raleigh, North Carolina. This new facility was built upon the foundation of an old factory and warehouse and will be used primarily by employees working on the ShareFile product family. But the scope of this building is much larger for community around it. Just a 10-15 minute walk from downtown, this new office is in an area dominated by abandoned warehouses. Citrix has spent more that 3 years working with local, state and federal of [read] Keywords: citrix