Social Media & Communities
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Career and Job Hunting Advice
How Well Does Monster.com Help Prepare You for Your Job Hunt?
by Ronni MarshakCustomers often need preparation in order to value your offerings. We look at how Monster.com prepares members before they actively start searching for jobs. The lessons learned can apply to any organization. -
When and How to Embed Customer Co-Design into Your Projects
What Customer Co-Design Options Fit Your Purview?
by Patricia SeyboldWe have found at least six opportunities to embed customer co-design into the projects you’re already doing. Our recommendation? Use customer co-design early and often. -
Social-Service Evaluation Framework
Products that Monitor Social Posts, Identify Customers’ Questions and Problems, and Help Deliver Answers and Solutions
by Mitchell KramerOur framework for evaluating social-service products that help organizations deliver customer service to the social web has four top-level criteria: customer service best fit, analytic functionality, customer service integration, and viability. -
Facebook’s Timeline: Seductive and Dangerous?
Applications Integrated into Timeline Track Everything that You and Your Friends Do
by Patricia SeyboldFacebook’s new Timeline is much more than a new user interface. It’s a seductive forced march designed to lead us all into a marketers’ nirvana in which our activities and life events are tracked. -
Unintended Risks of Using Facebook
Pay Attention to What Information, and Whose Information, You Are Sharing with Whom!
by Patricia SeyboldBe a good steward of your privacy and the privacy of your friends and family members on Facebook. Learn how applications are mining and analyzing your and your friends’ Facebook behavior and what you should know about those practices. -
Attensity Analyze and Attensity Respond
Multi-Channel Monitoring, Analysis, and Interaction
by Mitchell KramerAttensity Analyze and Attensity Respond provide multi-channel (social web and internal channel) monitoring, analysis, and interaction. Powerful, patented text analytics are the offerings’ key characteristic, strength, and differentiator. -
Salesforce Radian6
Social Network Monitoring, Analysis, and Interaction
by Mitchell KramerRadian6 is both a company—a division of Salesforce.com—and a social service platform that delivers social listening and interaction capabilities and, through the Radian6 Social Hub, integrates with Salesforce Service Cloud case and account management. -
RightNow Social Experience
Monitoring, Analyzing, and Interacting in the Social Cloud
by Mitchell KramerRightNow Social Experience is the social-service component of the RightNow CX suite. It delivers social listening and interaction capabilities and integrates seamlessly with the CX’s case, knowledge, and account management capabilities. -
Build Community Around "My Stuff"
How Will Online Communities and Social Networks Evolve?
by Patricia SeyboldOnline customer support communities and social networks need to be integrated into the tools that customers use to manage their stuff. -
ConnectedN's Content Curation for Social Media Engagement
Enabling Busy Subject Matter Experts to Deliver Valuable Content to Clients and Prospects
by Susan McKittrickContent curation for social media engagement. Product review of ConnectedN, a content curation platform that enables professionals to easily engage in social media conversations by making timely comments on relevant third-party content. -
Using Smartsheet to Work with "Customers"
The Center for Cartoon Studies and the New York Charter School Association Extend a New Project Management Tool to Solve Problems For and With Their "Customers"
by Ronni MarshakThe New York Charter Schools Association and the Center for Cartoon Studies have adopted the cloud-based, spreadsheet-like Smartsheet collaborative project management tool to solve significant problems for their customers. -
Why the Huffington Post Is Successful
Engaging Your Audience as Active Contributors and Promoters Was Baked into Its DNA
by Patricia SeyboldThe Huffington Post became a successful, profitable online media property for seven good reasons. Most of these best practices are applicable for anyone providing online content. -
Why Quora Is Useful (and Addictive)
Crowdsourced Q&A Community Builds a Knowledge Repository
by Patricia SeyboldWhy is Quora a useful Q&A site for businesspeople and professionals and how should you use it? -
Accidental Billionaires?
Is Ben Mezrich’s Depiction of Facebook’s History Worth Reading?
by Patricia SeyboldThe Accidental Billionaires, and the corresponding movie, The Social Network, aren’t about social networking. They are about the bad feelings among the people who were involved in the emergence of Facebook as a business. -
Facebook Tries to Clean Up Its Privacy Act
Can Facebook Users Really Expect Any Privacy Protections?
by Patricia SeyboldWill Mark Zuckerberg pay attention to customers' desire to control the information they share through applications that connect with the Facebook platform? -
Online Community Platform Company and Product Update 1H2010
A Solid Period of Stability and Hiring
by Matthew LeesThe first half of 2010 was a good stretch for the 12 companies on our watch list. Many saw steady, if not increased, customer acquisition. Hiring was strong (and remains so), and product development continued at a rapid pace.ion Available -
Going Social Globally: A Global Perspective on Customer Relationships and Social Media
An Interview with Bill Decker, Principal, Partners International
by Matthew LeesAccording to Bill Decker, going social globally means understanding the relationships between company and customer and how they vary from culture to culture. Through diverse examples, Decker gives recommendations on avoiding common cultural pitfalls. -
AIP UniPHY: Creating a Professional Social Network
How the American Institute of Physics Is Creating Value Add for Its Members
by Patricia SeyboldHow do you build a social network for professionals? The American Institute of Physics is paving the way by pre-populating the profiles and network connections of physics experts based on the research papers these experts have co-authored. -
Lithium Social CRM Suite
On-Demand Platform for Supporting Customer Communities
by Matthew LeesLithium Technologies’ Social CRM platform is an impressive set of SaaS applications interconnected via search, ratings and rankings, and many other integrated components. If your customer base is sizable enough, we recommend Lithium for your short list. -
How Customer-Centric Visionaries Make Information Valuable
Make Information Actionable and Connect People to People
by Patricia SeyboldVisionaries—ebusiness leaders—take content very seriously. They don't just post it; they make it multi-dimensional and actionable.
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