Social Business: Strategy, Measurement, Engagement
Social business: harnessing intelligence, measuring community health, moving to engagement; http://eicker.at/SocialBusiness
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Gerrit Eicker
Social CRM (SCRM)
Gartner: The market for Social CRM [SCRM] is on pace to surpass $1B in revenue by year-end 2012; http://eicker.at/SCRM
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Gerrit Eicker
Wikipedia: “Social CRM is use of social media services, techniques and technology to enable organisations to engage with their customers. As an emerging discipline, interpretations of Social CRM vary, but the most frequently quoted definition is from Paul Greenberg: ‘Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.‘ – Social CRM is often used as a synonym for Social Media Monitoring, where organisations watch services like Facebook, Twitter and LinkedIn for relevant mentions of their product and brand and react accordingly. However, this is too narrow an interpretation, as Social CRM also includes customer communities managed by the organisation themselves.”
Greenberg: “What this means is that SCRM is an extension of CRM, not a replacement for CRM. Its a dramatic change in what it adds to the features, functions and characteristics of CRM but it is still based on the time honored principle that a business needs its customers and prefers them profitable and that same business needs to run itself effectively too. – The transformation that’s sparked the need for Social CRM seems to have occurred in 2004. It has been a social revolution in how we communicate, not a revolution in how we do business per se. All institutions that humans interact with have been affected by things like the cellphone/smartphone, the new social web tools and the instant availability of information in an aggregated and organized way that provides intelligence to the person on the street, not just the enterprise.”
Gartner: “The worldwide social customer relationship management (CRM) market is forecast to reach over $1 billion in revenue by year-end 2012, up from approximately $625 million in 2010… Worldwide social CRM is projected to total $820 million in 2011. … Until recently, many companies have treated social CRM as a series of experiments and tactical purchases. Few have a social CRM strategy or established metrics to measure its effect on hard business results. Different departments, employees and managers implement different types of applications for different purposes… The need for integration will favor more-traditional CRM vendors that add social capabilities. Integration did not matter much when enterprises were just experimenting with social CRM… [C]ompanies are asking for the integration of social data with other customer data within sales, marketing and customer service processes, which will require the integration of social CRM with applications such as a knowledgebase for customer service, multichannel campaign management, sales force automation or e-commerce, Web content and Web analytic applications, master data management, and even back-office applications.”
TC: “While the market is clearly competitive, Gartner says that certain factors can help differentiate Social CRM offerings, including interoperation between public social networks and internal collaborative communities, integration with established CRM products, analytics and more. – There’s no doubt that there is growth in the social enterprise in general. And there’s a lot of movement already taking place in the space. Jive just filed for a $100 million IPO, and Salesforce is making big bets on the space with Chatter.”
Gerrit Eicker
Google Plus: Circles, Sparks, Hangouts, Mobile, Huddle
Google starts its own social network Google Plus finally, the nuance and richness of real-life sharing; http://eicker.at/GooglePlus
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Gerrit Eicker
Google: “Among the most basic of human needs is the need to connect with others. … Today, the connections between people increasingly happen online. Yet the subtlety and substance of real-world interactions are lost in the rigidness of our online tools. – In this basic, human way, online sharing is awkward. Even broken. And we aim to fix it. – We’d like to bring the nuance and richness of real-life sharing to software. We want to make Google better by including you, your relationships, and your interests. And so begins the Google+ project.”
Google+: “Google+ is in limited Field Trial – Right now, we’re testing with a small number of people, but it won’t be long before the Google+ project is ready for everyone. Leave us your email address and we’ll make sure you’re the first to know when we’re ready to invite more people.” … +Circles: “You share different things with different people. … Circles makes it easy to put your friends from Saturday night in one circle, your parents in another, and your boss in a circle by himself, just like real life.” +Sparks: “…looks for videos and articles it thinks you’ll like, so when you’re free, there’s always something to watch, read, and share.” +Hangouts: “With Hangouts, the unplanned meet-up comes to the web for the first time. Let buddies know you’re hanging out and see who drops by for a face-to-face-to-face chat.” +Mobile: “…Your photos upload themselves. +Huddle: “Huddle takes care of it by turning all those different conversations into one simple group chat…”
RWW: “The fundamental value proposition is around privacy: it’s the opposite of Facebook and Twitter’s universal broadcast paradigm. Google Plus is based on the Google Circles feature, which lets you share and view content to and from explicitly identified groups of your contacts, and no one else. It’s really easy to use and a great feature – but even if you’re communicating out in public, the rest of the service is very well designed, too. This is a smart, attractive, very strong social offering from Google. … Anything that can increase the percentage of social software users who are actively curating dynamic, topical sources is a net win for the web and for the people who use it.”
TC: “The reality is that Google is in a better position to organize all of the social signals we broadcast online rather than to organize all of the individuals making those signals. – Instead of building another social network, I’d like to see Google focus on helping us search through all the user-generated signals and content and to help us with our search, much of which is done offline through social questions, not keyword-speak. (Although, the threaded comments approach Google+ is using in the main stream it presents to users does lend itself to friends asking each other questions and answering them). This approach would let Google focus on what it excels at, helping us find information online, especially information created by our friends and friends of friends, perhaps even in an instant. Now, that would be a huge plus.”
Mashable: “Google+ is a bold and dramatic attempt at social. There’s a reason why Google calls this a ‘project’ rather than a ‘product’ — they don’t want people to think of this as the final product, but as a constantly-evolving entity that permeates every corner of the Google empire. – Overall, Google+ is solid. But I’m not going to call it a Facebook killer or a game-changer. The last Google product I said that about was the ill-fated Google Buzz. Perhaps that’s why Google’s rolling this out slowly via invites, the same style Gmail used to release itself to the world. – If Google can persuade users to come back every day, it has a winner. But the company will have to do even more to provide a truly compelling alternative to Facebook. At the moment, Google+ cannot compete with the king of social, but Google doesn’t seem to be in a hurry to take on Mark Zuckerberg’s giant quite yet.”
pC: “It’s going to be a while before we find out whether or not this is something that will resonate with the public, and that’s actually a good thing: by launching the service in an invitation-only mode, Google will have time to discover flaws and fix bugs among a group of early adopters who are likely to be much more understanding when problems arise than the general public, which freaked out about the mistakes Google made when launching Google Buzz. Google’s taking a risk that Google+ won’t have enough users on board in its early days to facilitate connections, but it seems to have decided that erring on the side of getting privacy features right is more important than building a Facebook killer on Day 1.”
TNW: “A complete video tour of Google+ featuring Mobile, Sparks and Circles“
Gerrit Eicker
Facebook Profile to Facebook Page Migration
Facebook starts a Page Migration tool: convert Facebook Profiles to Facebook Pages; http://eicker.at/ProfilePageMigration
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Gerrit Eicker
Facebook: “Since profiles are for meant individual people, they aren’t suited to meet your business needs. Pages offer more robust features for organizations, businesses, brands, and public figures… Business accounts are designed for people who only want to use Facebook to administer Pages and run ad campaigns. For this reason, business accounts do not have the same features as personal accounts. … Be aware that when you convert your profile to a Page, your profile pictures will be transferred, and all of your friends will be automatically added as people who like your Page. No other content will be carried over to your new Page, so be sure to save any important content before beginning your migration. … Once you have converted your profile to a Page, you can’t revert this change. Please keep in mind that it is a violation of Facebook’s Statement of Rights and Responsibilities to maintain a profile for anything other than an individual person.”
IF: “For the first time, Facebook now allows personal user profiles to be converted into official business Pages, turning all their friends into fans. The ‘Profile To Business Page Migration’ tool will help people who either created a personal profile for a business before Pages existed, or accidentally started accumulating fans as friends instead of Likes. … Migration will be especially useful for users who initially planned to use their profile to promote a small business, such as an event promotion company or consultancy, but eventually hit Facebook’s 5000 friend limit. It will also allow those promoting a business with a personal profile to begin using third-party Page applications that allow them to set up a Like-gated landing page, run contests, collect email addresses, and recreate functionality from websites.”
FC: “With the launch of a new migration tool, Facebook is letting single users around the world create a more business-centric, limited form of Facebook entry that allows business to have thousands of ‘fans’ rather than acting as an interactive friend resource. … A user may choose to migrate to the Pages system because while it has restrictions, such as the inability to friend people or follow the usual social networking status-update shares, it does allow you to surpass the 5,000 friend limit because followers of a Page are ‘fans’ not ‘friends.'”
Gerrit Eicker
Like!
The Like Log Study: What web content gets most Facebook Likes? Put significant effort in your top stories; http://eicker.at/Like
Gerrit Eicker
If This Then That
ifttt, short for: if this then that, makes the Internet programmable, triggers actions to channels; http://eicker.at/ifttt
Gerrit Eicker
Social Media ABC
Bitkom veröffentlicht basalen Leitfaden Social Media, ergänzt Tipps zu Social Media Guidelines; http://eicker.at/SocialMediaABC
Gerrit Eicker 07:24 on 1. October 2011 Permalink |
Hinchcliffe: “As businesses begin looking strategically at big data as a way to improve their business performance, an important element of their efforts will be in the burgeoning capability of social analytics… 1. Social media has become the primary creative channel for new information. 2. Business intelligence must look at the whole ecosystem. 3. New techniques are required for social analytics as well as to handle the volumes of big data that result. – While the field is somewhat new, as social analytics has only had a real run-up the last two years, some obvious strategies have started to emerge. For now, most organizations will be trying to build basic social BI capabilities and get experience with them…
There are other ways to apply social BI but these will be the most common ones for the majority of companies building or acquiring such capabilities.”
Camargo: “Creating successful online communities is still more art than science, yet techniques and frameworks are now emerging to turn social business into a real discipline. This week we take a look at a new case study that explores metrics that can measure the intrinsic health of communities instead of looking purely at size as the defining barometer. … Conventional wisdom tells us Community Owners should rely on two key metrics to track the success of an online community: Membership (number of registered users) and participation (number of active users in a given time period). That’s well and good but what about measuring the health of the community, not just its size? … Each and every community out there will have its own particular intricacies and you organization will surely require you to adhere to its own KPIs and reporting frameworks. In our case, the content contribution pyramid-inspired reporting model was a very valuable addition to our reporting toolbox. This KPI enabled us to understand variations in context, purpose and participants within each of our communities while keeping an eye on overall growth trends.”
Hinchcliffe: “When we look back at the first decade of the 21st century, it will be obvious that a few momentous changes in the business and computing landscape occurred. Of these, one of the most profound has been a decreasing emphasis on systems of record and the move towards what are called systems of engagement. … Systems of record have matured to the point where there’s only a little strategic advantage to having your own unique capability. Instead, the discussion on strategic technology has shifted to the other 40% of what businesses in industrialized nations do: Knowledge work. … Thus, using technology to enable knowledge work as a strategic capability has sparked a growing interest in improving what are increasingly known as systems of engagement. … For enterprises, ground zero for the transition to systems of engagement in many companies often centers around any pending update of the corporate intranet. … What’s also clear about the changes taking place in businesses today is that systems of record are not going away. … New systems of engagement are now receiving considerable attention in the forms of online communities, crowdsourcing, Social CRM, open APIs, and many other means as a way to connect customers and business partners together to achieve useful outcomes with the most cost-effectiveness and largest result.“