Case Study #4: Can You Get a Little Satisfaction? You Don't Have to Be Mick Jagger - Yola.com Did! Customer Service Social Media

If you have been following this blog, you might remember that I posted this a while back. But with the new year here, I thought it might be good to repeat some of the case studies while adding new ones... just incase you missed them or incase you wanted a refresher as you start down the path of providing a solution to your company social media needs!

Remember that great song... "Can't get no... Satisfaction..." Some how I think that is the national anthem of most customers. Why is it so freaking hard to get satisfaction?

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Web Content Management and Portal: Together at Last?

Stephen Powers

Just got back from the Lotusphere conference in Orlando (which sure beats Boston these days in the weather department – thanks, IBM!). At one of the sessions, IBM execs gave their take on the Web content management (WCM) and portal markets. Or should that be market? IBM is betting that the WCM and portal markets will converge and cease to be separate markets, with vendors offering combined WCM/portals suites that have one administrative tool set, one presentation management structure, one repository, and so on. From a road map standpoint, IBM is also making it clear that they don’t have a “portal plan” or a “WCM plan”, but rather an “experience” plan that includes both portal and WCM.

Will it really happen? Certainly, many intranets and extranets rely on content/experience delivery via portals. Also, many companies utilize public-facing Web sites for customer self service – a good fit for portal delivery. Already, SharePoint has made some noise with WCM and portal functionality within a single product. And given many firms’ clunky customized WCM/portal integrations, IBM can look attractive with its combination of Websphere portal and Lotus WCM.

So what are the obstacles to total WCM / portal convergence?

  • A good chunk of customer experience sites that still don’t necessarily need the user-customization and application consumption capabilities of a portal.
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The Data Digest: Twitter And Social Technographics

Reineke Reitsma

This week, Forrester released the 'new and improved' Social Technographics. Over two years ago we introduced Social Technographics, a way to analyze your market's social technology behavior. In these years we've seen that with the rapid pace of technology adoption, the rungs on the ladder have shown steady growth, with some (like Joiners) growing faster than others (like Creators). In these years we have helped clients understand the social media uptake of their customers with data for 13 countries, and for various segments and brands. But, in the past year we did feel we missed out on something: Twitter.

As you can see from the graphic, we added a new rung, "Conversationalists". Conversationalists reflects two changes. First, it includes people who update their social network status to converse (both in Facebook as twitter). And second, we include only people who update at least weekly, since anything less than this isn't much of a conversation.

Social techno new

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Where architects are spending their time

Alex Cullen

Where do architects spend their time, and is this where they should be spending it? I participated in a webinar this week hosted by Architecture & Governance magazine, along with George Paras. We discussed ‘the state of EA in 2010’ and the transformation of EA from a technology focus to a business focus. During this webinar, I showed this data from Forrester’s annual State of EA survey.

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Our "new" analyst in Europe

Christine Overby

I’m excited welcome Principal Analyst Nate Elliott back to our London offices. Although he’s from New York and spent the last year working in Vancouver, many of our European clients will already be familiar with Nate's analysis: he previously spent 2 years based in London and another 2 in Berlin covering interactive marketing in Europe.

 

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Categories:

Computacenter

Peter O'Neill

I noticed the press release about Computacenter assuming the role of vendor management for BP ( http://www.realwire.com/release_detail.asp?ReleaseID=14672) just before Christmas, but its impact eluded me at the time (too busy shopping for presents). But I was interviewing and researching Computacenter specifically this month for another reason and now I’ve spent more time to understand the true significance of the announcement.

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What Does $100 Million Buy You? A Semantic Search Engine That Works.

Leslie Owens

The technical folks behind Monster.com invited me to visit last week. I somehow couldn’t convince them to show me any Superbowl ads but they did demo their cool new search engine. It’s based on technology they acquired when they bought Trovix in 2008. What can it do?

  • Understand the meaning of words: The search engine knows the difference between “development” in the fundraising context and “development” in the software context.
  • Appreciate the relationships between words: A custom ontology fortifies the search engine. The ontology rolls up skills like auditing into the larger category of finance. It differentiates between a top ranked school and a lower ranked school. It understands that years spent working as a prosecutor should count towards a candidate’s overall legal experience.
  • Cut text-heavy resumes into nimble content components: Recruiters can use the power resume search to compare candidates side-by-side, because the search mixes and normalizes the information into simple, clean categories like “Experience,” “Education,” and “Skills”.
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Infographic: Human Development (from the UN Development Programme)

Reineke Reitsma

Lately, there are so many cool Infographics popping up, with lots of global information. Yesterday I shared a link to an infographic from the World Bank. Today, you'll find a link to a tool from the United Nations Development Programme.

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Forrester DataByte: Spending On Custom Software in 2010

Jeffrey Hammond

I fielded an inquiry from a client last week who asked what levels of investment Forrester is seeing in custom software development, and whether that investment remains significant compared to other activities in IT, especially given the downward pressure we've seen on budgets in 2009. The request was timely, as I've started to comb through the results of our annual Enterprise And SMB Software Survey.

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SMS Donations

Julie Ask

I've been fielding quite a few requests about why donations via text messaging have done so well and why donations to Haiti via SMS have set new all time high's. I am in Cambridge, MA this week. I was walking around Central Square yesterday evening, and I noticed how many promotions there are for donating via SMS. I was surprised.

Why is it doing so well?

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