Rex 发表于 2010-3-15 19:01
Altimeter Report: The 18 Use Cases of Social
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 18px; "><h1 id="cjabiokabamngnbigeeibddnihgllkggmousedown-target-element" style="margin-top: 0px; margin-right: 0px; margin-bottom: 2px; margin-left: 0px; padding-top: 5px; padding-right: 0px; padding-bottom: 0px; padding-left: 0px; font-weight: normal; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; font-size: 20px; line-height: 21px; color: rgb(42, 49, 53); text-decoration: none; ">Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management</h1></span>
Rex 发表于 2010-3-15 19:02
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; "><em id="">18 Use Cases That Show Business How To Finally Put Customers First</em></span>
Rex 发表于 2010-3-15 19:03
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; "><strong>Social and CRM: How Companies Will Manage Their Social Relationships</strong></span>
Rex 发表于 2010-3-15 19:03
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; ">Over the last six months, I’ve been working closely with Ray Wang who is well known in the CRM space as an expert.</span>
Rex 发表于 2010-3-15 19:03
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; ">Coupled with my focus on social technologies we did a deep dive on how our worlds are colliding into the trend to Social CRM. </span>
Rex 发表于 2010-3-15 19:04
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; ">In our opening webinar when we announced our joining of the firm, we made it clear we’re looking at the holistic business, across multiple business departments –not silos or roles.</span>
Rex 发表于 2010-3-15 19:05
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; "><strong id="cjabiokabamngnbigeeibddnihgllkggmousedown-target-element">Companies are unable to scale to keep up with the social phenomenon</strong></span>
Rex 发表于 2010-3-15 19:05
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; ">We know that customers are using these social technologies to share their voices, and companies are having a very difficult time to keep up.</span>
Rex 发表于 2010-3-15 19:05
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; "><strong id="cjabiokabamngnbigeeibddnihgllkggmousedown-target-element">For companies, real time is not fast enough. </strong></span>
Rex 发表于 2010-3-15 19:06
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; ">Companies need to be able to anticipate what customers are doing to say and do, in order to keep up.</span>
Rex 发表于 2010-3-15 19:06
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; ">Although Motrin responded to angry mom’s within 24 hours –it was too slow.</span>
Rex 发表于 2010-3-15 19:07
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; "><strong id="cjabiokabamngnbigeeibddnihgllkggmousedown-target-element">Companies are unable to scale to meet the needs of social. </strong></span>
Rex 发表于 2010-3-15 19:07
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; ">No matter how many community managers Dell and ComcastCares hires to support, they’ll never be able to match the number of customers happening. </span>
Rex 发表于 2010-3-15 19:07
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; ">They need tools, and they need them now.</span>
Rex 发表于 2010-3-15 19:08
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; "><strong id="cjabiokabamngnbigeeibddnihgllkggmousedown-target-element">Customers don’t care what department you’re in they just want their problem fixed.</strong></span>
Rex 发表于 2010-3-15 19:09
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; ">Dooce’s support problem with Maytag quickly became a PR nightmare –had the support group known she was an influencer (and what it means), they could have serviced her better.</span>
Rex 发表于 2010-3-15 19:11
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; "><strong>How To Use This Report: A Pragmatic Roadmap</strong></span>
Rex 发表于 2010-3-15 19:11
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; ">Regardless if you’re in IT or in a business unit, we wrote this to meet the needs of both groups. </span>
Rex 发表于 2010-3-15 19:12
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; "> This architecture lays out all the possibilities (18 use cases) defines the problem and goal for each, and suggests some vendors who to watch. </span>
Rex 发表于 2010-3-15 19:12
Re:Altimeter Report: The 18 Use Cases of Social&#
<span class="Apple-style-span" style="font-size: 14px; font-family: 'Trebuchet MS', Arial, Helvetica, sans-serif; line-height: 21px; "> It’s also pragmatic, as it lays out a process on how to get started, baseline needs (listening) and what to do next.</span>