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Social business monitoring - a model
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Social business monitoring - a model

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Social media knows no boundaries. Understanding what customers are saying in the social web has value for multiple parts of a business – not just marketing. …

Social media knows no boundaries. Understanding what customers are saying in the social web has value for multiple parts of a business – not just marketing.

Breaking down internal silos and sharing social insight is still a challenge for many. A recent piece of research from Dell/Forrester Consulting showed that very few customer services, sales or HR teams are creating strategies based on information from social media monitoring.

So how should an organisation manage the flow of social media insight?

www.immediatefuture.co.uk

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  • 1. CAPTURE
    FILTER
    Prioritise
    Action
    CEO/Board
    Potential crisis
    Marketing/PR
    Reputation issues,
    Outreach & amplification
    Social monitoring tool
    Dashboards with fine-tuned filters
    Real-time
    Rapid response within minutes/hours
    Customer service
    One-to-one response
    Near-term
    Response within hours/days
    HR
    Employees issues on social media
    Conversation
    Sales
    Respond to sales opportunities
    Long-term
    Data-capture, no response needed
    Analytics
    Optimisation of online marketing
    R & D
    Identify new trends & ideas/insights
    Social Business Monitoring
    Turning conversation into action
    www.immediatefuture.co.uk

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