It is a well accepted truism that before using social media interaction, you must first listen - and listen carefully. First generation social monitoring provided more raw data than actionable information, and was initially focused on gathering marketing and competitive intelligence.
Social Media Monitoring (SMM) has become mission critical, and with an arguably low entry barrier from a technology (if not scalability) standpoint, the burgeoning vendor community has not only responded with many product and service offerings, but has itself been experiencing turmoil with many mergers and acquisitions.
In this episode you will learn about the current state of the art of SMM, top trends, which criteria should be considered when making purchase decisions, and how the major incipient trends will affect you in the 3 areas covered in the Social Care section of the Execs In The Know 2013 Customer Experience Management Benchmark Study:
(Download the 2013 Study at www.bit.ly/EITK-CX-2013)
Tony van Kessel
Principal/Founder, Social Media Deliverables®
Tony is a seasoned veteran in the telecommunications, social media and HR/Talent Management industries, is recognized for management leadership of high-growth venture-backed and public companies in a variety of technology segments, and a multipreneur committed to helping organizations accelerate their business results through the use of advanced technology, social media and cloud-based services.
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