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Deriving Business Value from Social NetworksInfosys
How do some people sway public opinion where others fail? What's the secret behind personal influence? How important are connections? These have become all-important questions in our age of social networking. Social networks have expanded the influence of connections to unimaginable proportions. Clearly, there is business value to be derived from networks. It's no wonder then that the science of social networks has kindled interest among industry think tanks and corporate executives.Read more: http://bit.ly/Njs9MX
Until recently, VOC was mostly quantitative in nature and mainly structured according to the terms of the organisation, apart from the one customary verbatim question at the end of most surveys that represents qualitative data.
The partiality towards quantitative data made things simple, because it required very simple database structures and it presented you with numbers you could take averages of to draw a pie chart. As your VOC information became more sophisticated, you could start asking questions like “how does A predict B?” Most customer experience (CX) players are very good at this.
But how does qualitative data fit into this picture? Since qualitative data can potentially be coded quantitatively, it begs the question that at what point does qualitative data become quantitative? Qualitative data tends to present itself as unstructured data, and to make meaning of this data it is necessary for us to structure it.
But what is unstructured data and what isits potential use in VOC programmes?
Determining Strategic Value of Online Social Engagementsinventionjournals
Over the past few decades social networking connections through individuals and open publishing in general have rapidly became a popular tool for maintaining relationships, communicating and expanding businesses. Individuals invest hours in building social capital and their social identify (SID) via online engagements. We present a methodology to quantify the multitude of artifacts that can be derived from online social engagements and develop a framework that measures the value of an individual's online social engagements. ASID value is used to deliver a score for each individual user; a score that will assist you in understanding your return on investment (ROI)and social capital from your online social networking activities. The framework creates a score to support and determine which specific engagements add and increase your personal value chain. This score can provide benefit to users for career, personal, and business opportunities.
Deriving Business Value from Social NetworksInfosys
How do some people sway public opinion where others fail? What's the secret behind personal influence? How important are connections? These have become all-important questions in our age of social networking. Social networks have expanded the influence of connections to unimaginable proportions. Clearly, there is business value to be derived from networks. It's no wonder then that the science of social networks has kindled interest among industry think tanks and corporate executives.Read more: http://bit.ly/Njs9MX
Until recently, VOC was mostly quantitative in nature and mainly structured according to the terms of the organisation, apart from the one customary verbatim question at the end of most surveys that represents qualitative data.
The partiality towards quantitative data made things simple, because it required very simple database structures and it presented you with numbers you could take averages of to draw a pie chart. As your VOC information became more sophisticated, you could start asking questions like “how does A predict B?” Most customer experience (CX) players are very good at this.
But how does qualitative data fit into this picture? Since qualitative data can potentially be coded quantitatively, it begs the question that at what point does qualitative data become quantitative? Qualitative data tends to present itself as unstructured data, and to make meaning of this data it is necessary for us to structure it.
But what is unstructured data and what isits potential use in VOC programmes?
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IT organizations that run like a business already know why they have to go social: it's inevitable, but they like it. Unless support is good business, it is unlikely to be good support.
As the notion of Web-enabled self-service matures, organizations must be sensitive to customer expectations for relevant information and problem resolution across channels in order to optimize costs and deliver a consistent user experience.
Every day, enterprises across the globe are engaged in two key activities: delivering effectual effects and building decisions that create impact. If you are in the big business of building enterprises that will be more valuable in future than present your decisions need to be driven by smarter data.
Companies today are witnessing a huge explosion in data availability - 90% of the world’s data was formed in the most recent years. Structured, semi- structured and unstructured data across internal business systems and external sources like social
media, market data and syndicated study are now creating an incredible opportunity to construct insights, therefore leading to intelligent decisions. However, as this data is generally available to an enterprise’s competitive set, only those who have a vision for
leveraging this intellect and are adept will eventually out-compete others.
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Doubling Your Donor Base in a 2014 World- The Social Media "KISS Version" MSP Digital Marketing
Donor behaviors have changed. So too have media formats and communications technologies. Most nonprofits feel they should get more from their social media efforts, but they've not evolved their approach plans as yet. Here are some pointers for modernizing the social media and cross media communications plan. If you'd like our help in any way I am more than HAPPY to elaborate on any of these points.
Your Challenge:
Implementing a shared services model is a difficult process to undertake, and is comprised of many different components. Becoming a shared services provider is comparable to becoming a vendor and most IT groups don’t have the capabilities to easily make the transition.
Most companies look to achieve cost reductions through offering a shared services model. Adopting a shared services model doesn’t always result in these intended cost reductions. Simply combining the operations of two IT organizations doesn’t necessarily result in economies of scale and cost efficiencies. Before leaping forward with your shared services implementation, determine if the project will deliver value to your organization.
Our Advice - Critical Insight:
Implementing a shared services model needs to be viewed as more than simply extending a current service to other sites. The organization providing services essentially turns into a vendor. As a vendor, think of the IT service you’re offering as the “product.”
Remember that there are people, process, and technology capability pre-requisites to successfully becoming a shared services provider. These capabilities are not typical for the average IT shop, and need to be taken into consideration when you look to transition to a shared services model.
Our Advice - Impact and Result:
Before jumping into the implementation of your shared services project, assess your customer requirements and your current people, process, and technology capabilities to assess whether your organization is ready to implement a shared services model.
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Surat Digital Marketing School is created to offer a complete course that is specifically designed as per the current industry trends. Years of experience has helped us identify and understand the graduate-employee skills gap in the industry. At our school, we keep up with the pace of the industry and impart a holistic education that encompasses all the latest concepts of the Digital world so that our graduates can effortlessly integrate into the assigned roles.
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2. Why the social web & service delivery?
For those organizations which link the social web to their service delivery data
and systems, the benefits in improvements to service delivery efficiency,
accountability and customer satisfaction are there for the taking.
3. Why the social web & service delivery?
Making this connection is the essential first step to extract more value from the
social web in the provision of services, and create powerful, real-time feedback
systems.
4. Why the social web & service delivery?
The new focus needs to be on how to use the real-time intelligence available
from the social web effectively, quickly and systematically to improve and grow
services and improve the efficiency with which they are delivered.
6. Knowing customers’ needs through the
social web
Two discrete worlds need to be brought together:
Social
Customer web
Service
delivery
7. Knowing customers’ needs through the
social web
Two discrete worlds need to be brought together:
Customer
The technology now exists to make this a reality.
Service
delivery
Social
web
8. Knowing customers’ needs through the
social web
Without this, the quality of insights devolves to meaningless, tactical “noise”
measurements.
9. Knowing customers’ needs through the
social web
The key is in knowing where to deploy valuable resources to maximize returns,
so that the value of being able to react almost instantly to signals received from
customers is magnified and accelerated.
10. Knowing customers’ needs through the
social web
Organizations can now systematically plug the “instant insights” of the social
web into their existing service planning and fulfilment worlds,
to create a single view of that often-elusive bigger customer picture,
and then to take the right action more quickly, in a more directed fashion.
11. Connecting the social web to
organizations
In a world in which customers are connected through social media to
organizations,
the delivery of services becomes more efficient, effective and faster.
12. Connecting the social web to
organizations
In a world in which customers are connected through social media to
organizations,
the delivery of services becomes more efficient, effective and faster.
At the heart of this is the new ability to personalize individual experiences,
to make them relevant and timely,
and do so in a way that can be scaled.
13. Connecting the social web to
organizations
If these insights plug into existing data, connecting into this integrated view are
details that can include:
• the capture and understanding of individual needs
14. Connecting the social web to
organizations
If these insights plug into existing data, connecting into this integrated view are
details that can include:
• the capture and understanding of individual needs
• service delivery
15. Connecting the social web to
organizations
If these insights plug into existing data, connecting into this integrated view are
details that can include:
• the capture and understanding of individual needs
• service delivery
• awareness of customer sentiment
16. Connecting the social web to
organizations
If these insights plug into existing data, connecting into this integrated view are
details that can include:
• the capture and understanding of individual needs
• service delivery
• awareness of customer sentiment
• new service lead indicators
17. Connecting the social web to
organizations
If these insights plug into existing data, connecting into this integrated view are
details that can include:
• the capture and understanding of individual needs
• service delivery
• awareness of customer sentiment
• new service lead indicators
• the opportunity to create and deliver new services
18. Think of social media
as providing the input
triggers (insights or
reactions)…
…and existing data
as providing the
best output triggers
to act on that insight
19. Think of social media
as providing the input
triggers (insights or
reactions)…
…and existing data
as providing the
best output triggers
to act on that insight
whether that be an instant service call,
20. Think of social media
as providing the input
triggers (insights or
reactions)…
…and existing data
as providing the
best output triggers
to act on that insight
whether that be an instant service call, more effective scheduling of services,
21. Think of social media
as providing the input
triggers (insights or
reactions)…
…and existing data
as providing the
best output triggers
to act on that insight
whether that be an instant service call, more effective scheduling of services,
the pursuit of overdue payments,
22. Think of social media
as providing the input
triggers (insights or
reactions)…
…and existing data
as providing the
best output triggers
to act on that insight
whether that be an instant service call, more effective scheduling of services,
the pursuit of overdue payments, or the gathering of customer sentiment for
use in new product or service development.
23. Making connections
The first step is to connect databases with the comments taking place across
the social web.
24. Making connections
The first step is to connect databases with the comments taking place across
the social web.
Next comes the start of the interpretation of these conversations, with a
systematic profiling of these individuals from the information they have chosen
to place into social media.
25. Making connections
The first step is to connect databases with the comments taking place across
the social web.
Next comes the start of the interpretation of these conversations, with a
systematic profiling of these individuals from the information they have chosen
to place into social media.
The result is a new set of data, now enriched with profiles loaded with relevant
triggers and insights.
27. Transforming understanding
Organizations can understand better those key events in customers’ lives that
provide early signals about customers’ particular situations.
28. Transforming understanding
Organizations can understand better those key events in customers’ lives that
provide early signals about customers’ particular situations.
The level of detail reflects the information posted into the social web by the
individual.
29. Transforming understanding
Organizations can understand better those key events in customers’ lives that
provide early signals about customers’ particular situations.
The level of detail reflects the information posted into the social web by the
individual.
It’s a rich data set that, when plugged into existing data, allows decisions to be
made about how best to connect customers to the right services at the right
time through the right channel.
31. Transforming understanding
Organizations no longer have to rely on historical data to make decisions about
the future.
They now have valuable real-time data that strengthen the quality and depth of
their understanding of customers.
32. Being closer to customers means
improved service delivery performance
Connecting existing data to the social web closes and tightens the integrated
services loop, and triggers an improvement in service delivery at every level.
33. Being closer to customers means
improved service delivery performance
The result is context, meaning and insight. Organizations can more easily
identify the right people to talk to, leading to improvements in service delivery
and better management of costs.
34. Being closer to customers means
improved service delivery performance
By finding and understanding the right people, organizations can offer a better,
more interesting and personalized experience to the right people, and increase
these numbers.
35. Being closer to customers means
improved service delivery performance
They can provide services with a clear difference to the right people at the right
moment.
36. Being closer to customers means
improved service delivery performance
They can provide services with a clear difference to the right people at the right
moment.
They can identify which individuals are at risk, and take appropriate action.
37. Being closer to customers means
improved service delivery performance
They can provide services with a clear difference to the right people at the right
moment.
They can identify which individuals are at risk, and take appropriate action.
They can discover which individuals influence others, work to engage them as
ambassadors, and find other influential people who can do the same thing.
38. Being closer to customers means
improved service delivery performance
By connecting content, people and services in the social web, and connecting
all these to existing internal systems and processes,
organizations can close the gap between themselves and the customers they
serve,
and drive real measurable value from the social web.