Access "Social media analytics: Still trial and error "
This article is part of the May 2012, Vol. 1, Issue 4 issue of Tips for effective social CRM strategy
A customer comment can ring loud and clear on a social network, but social media analytics strategies to make that comment useful are far less precise. “The first thing companies are trying to do is identify what social analytics is,’’ said Paul Greenberg, president of consulting firm The 56 Group in Washington, D.C. "It’s a murky area." Companies will find an increasing number of analytics tools for social media that claim to deliver different levels of functionality to assess and respond to the social conversation. Organizations should first turn a critical eye to themselves to determine what engaging on social channels can give them, according to industry consultants. “You have to ask yourself, ‘What do I want to get out of this?’” said Denis Pombriant, CEO at Beagle Research Group, LLC in Stoughton, Mass. For more on social media analytics Read about growing pains in the social media analytics market Find out what Gartner said recently about social analytics Learn about best practices in social media analytics implementations As a baseline, most experts... Access >>>
Premium Content for Free.
MLB teams batting a thousand with social CRM strategy
by Albert McKeon
Companies building CRM strategies can learn from how Major League Baseball uses social media to connect with fans.
Social media analytics: Still trial and error
by Rosemary Cafasso, Associate News and Site Editor
Companies are discovering the challenges of social media analytics, and many are not sure where to begin. But industry analysts say launching a listening strategy is a good way to start.
- MLB teams batting a thousand with social CRM strategy by Albert McKeon
Searching for a social CRM strategy, companies pin hopes on Pinterest
by Anna Fiorentino, Contributor
The popular content-sharing site could prove a boon to businesses looking to improve customer experience management, but some experts say it’s too soon to tell.
- Searching for a social CRM strategy, companies pin hopes on Pinterest by Anna Fiorentino, Contributor
More Premium Content Accessible For Free
Digital marketing, mobility and social networks are changing the way we think about the customer experience. No longer is it enough to send the same ...
Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels...
If you were asked to define either an on-premises or hosted contact center, could you? Don't fret if you can't: Many professionals don't know the ...