CAPTURE<br />FILTER<br />Prioritise<br />Action<br />CEO/Board<br />Potential crisis<br />Marketing/PR<br />Reputation iss...
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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.

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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Social business monitoring - a model

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

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