My First Forrester Report: Tapping The Entire Online Peer Influence Pyramid

Three months after starting at Forrester, my first report for Interactive Marketers is now available: Tapping The Entire Online Peer Influence Pyramid.  Forrester subscribers can click the link to read about the Peer Influence Pyramid, which describes and shares recommendations about three types of online influencers: Social Broadcasters, Mass Influencers and Potential Influencers.  

Read more

All your authentication are belong to us

In my childhood, many of the bad guys in TV shows were corporate overlords. Tweed jackets and dark turtlenecks were the apparel of choice. They were ridiculously unctuous, spouting obliquely phrased threats like, "This Mannix fellow has become...Inconvenient." 

Read more

Categories:

The New Era Of Social Innovation

If the seventies and eighties were dominated by technology-led innovation, with IT in the driving seat, the nineties and two thousands was surely the period of marketing-led innovation. With the emergence of social computing as such a big influence on business, spreading rapidly beyond the sole domain of marketing, it seems we are entering a new era - the era of Social Innovation.

In this era, innovation will be driven by empowered customers and employees and IT and Marketing will need to join forces and collaborate as never before. The CIO and the CMO, IT and Marketing, will jointly power this new era of Social Innovation by bringing together their extensive domain expertise to create a Social Innovation Network.

The way I see it, true Social Innovation goes beyond customer interaction and idea generation, it requires a powerful and coordinated network of players to take customer-generated innovation and to test, scale and implement it. IT has a key role to play in this Social Innovation Network as the broker, helping to connect the network players and components and to establish the management, strategy and technological backbone of the network.

Read more

600 Tweets Per Second - A Tweet Too Many?

Twitter growth hits 50 million "Tweets" a day but just how much of that traffic is noise vs valuable information and does it really matter?

Read more

Single ID: What Consumers Think and Why It May Not Matter

I saw some interesting Forrester research this week.  We asked over 4,000 consumers about Single-ID systems, which permit a profile to be used on multiple Web sites and eliminate the need to register, create and maintain separate profiles on each new site.   While we didn’t ask consumers about the currently available options (such as Facebook Connect,

Read more

How should researchers leverage social media?

In a previous blog post, Reineke Reitsma summarized market research in 2010 with one word: Listening. And in today's socially connected world, many researchers are grappling with how to use social media for listening in a way that adds value to the MR role.

Read more

Categories:

How Well Do Vendors Use Social Media?

We've just published our latest Vendor Positioning Review (VPR) benchmark of the IT management software market. This vendor-oriented report discusses how vendors market their solutions to you in collateral and on their Web sites. We focus on how well they talk Business Technology (BT) over IT — how well do they speak YOUR language. And we recognize how important B2B digital media has become in communicating with you — our most recent data shows that the percent of technology buyers that are most advanced in using social media, what we call the Creators and Critics, is nearly double that of the US consumer population in general.

The VPR report highlights a best practice (or two) in each of the categories that we evaluate. 
ITMS VPR BP q409_PONv2

In terms of providing you with social media facilities, the vendors are a mixture of active, indifferent and inactive. The good ones offer you a community Web page from their Home Page to access forums, join communities (even if only a support community) and see their blogs: kudos to BMC, CA, ManageEngine, newScale, Spiceworks and Splunk. EMC, HP Software, IBM Tivoli, Microsoft, Nimsoft, Quest and Symantec have the facilities as well but you need to be good to find them (who would think of looking under “About Symantec”?). ASG and Compuware aren’t there yet.

Read more

Categories:

Why Buzz, and why being the best isn't what matters

Building off of Tom Grant's post about Google Buzz earlier today, Google Buzz is an interesting case study about how winning market share is not just about having the first or the best product. It is often about having a product (including marketing and sales) that does the best job at getting users to use it and getting developers to create quality content. 

Google knows this better than anyone, and which is why they just released a product that they hope will be easier to adopt than Twitter or Facebook.  Google Buzz is not fully baked and its privacy settings are badly broken; however its intended audience already uses Gmail and just had this new tool literally dropped into their inboxes.  Google is probably hoping to replicate its successful introduction of GChat, an instant messaging client that was substantially worse than any other when it was introduced in late 2005 but today enjoys widespread adoption because it is on by default for anyone logged into Gmail and was gradually improved.

Non-social products can survive with gradually declining market share for a number of years, and then potentially come back if users become convinced that their offering is superior.  However a social media product without users is a ghost town, a phenomena that MySpace knows well as their CEO leaves today.  

This is not a battle over who has the neatest features; it's a battle over who will be the most successful at capturing user time, an increasingly limited resource. 

Therefore: Do you think the technical problems with Google Buzz, both privacy and other, are enough to stop it from gaining broad adoption, at least among existing Gmail users?

Read more

You're not the boss of me, young man

Social media start-ups often seem to overlook an important demographic reality: age. These companies bet their business on behavior that works for young adults (say, 18 to 25), but may fall apart completely for people older than that.

Read more

Categories:

Customer Service Social Media: Social Media Works for B2B Businesses like Intel

Many of the case studies you've seen me write about are B2C. But in the report on ROI of Social Media, I gathered data on B2B companies too. Here's a list of B2B communities.

 

 Many people know Intel by their catch tune, "Inside Intel." And what's inside are the most amazing microprocessors that allow us to do great things back 25 years ago people could only imagine. Key to having been an innovator is always innovating. Intel- when they first came out with a new chip-- think back to the 286 processor and then transition to the 386. They met with some resistance in getting computer manufactuers to be interested in the chip. Why would you need more computing power?

So instead of staying stuck or ditching the product, Intel brought together a multidisciplinary team of individuals to tackle the problem. The net-net is that the team realized that its the end-user who is really their customer! when they went into computer shops and talked to the customers, they asked, "Would you like to be able to have many files open at once? Would you like to be able to run graphics programs, plays games, etc...." The customers responded positively with, "Of course we would!" That drove the computer store operators to tell the computer manufacturers to get those intel chips in their computers.  Ah... I love that "voice of the customer" story.

But what I love more is that Intel innovated, why? Because they listened. That's a skill most companies don't have. And with social media, Intel has put their listening on dual processor tubro charged power. They know that their ability to innovate and lead the market is based on harnessing the power, knowledge and collaboration among customers, resellers, etc.. and Intel.

Read more