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.

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Interview on Marketing Voices

Nate Elliott

I was pleased to have the chance recently to speak with Jennifer Jones of the Marketing Voices podcast.

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Social Media Survey Results Preview

Nigel Fenwick

When we embarked on this project I wasn't sure if it would be a complete failure or a roaring success. Still, the optimist in me suggested it might work. The timing of launching the survey, just before the Christmas Holiday period was risky. However I'm pleased to say the results so far have been better than expected.

Those of you who read my original blog post, "Can Social Media Penetrate The Exec Suite?", know that Forrester_Research_Social_S this survey was also an experiment to see the reach of social media into the C-Suite. So let's look at that question first. Based on the interim results at the end of December 9% of the respondents reported being at the C-level. That's certainly above the percentage we might have expected based upon the number of C-Level execs in the general population. So even at this early stage we might reasonably conclude it is possible to penetrate the C-Suite through social media.

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Call for participation: Using social media for financial services marketing

Nate Elliott

I've had the opportunity over the past year to work with a lot of banks and credit unions, insurance providers, and investment management firms. Marketers at financial services companies face a number of challenges other marketers don't -- most importantly, confusing and often ill-defined government regulations -- but yet I've been impressed with the social media efforts I've seen from many companies in this category.

I've decided to research and write a report on how financial services marketers can most effectively use social media. We'll be including lots of our data on how different types of financial customers engage with social media, of course -- but I'd also like to collect more insight from the marketers' perspective.

If you're a financial services marketer, and you're willing to walk us through examples of how you've used social media, talk to us about how you manage risk and work with your legal and compliance departments, and share with us some of the lessons you've learned in social media marketing, then we'd love to talk to you. You can contact me directly at: nelliott at forrester dot com. Thanks!

The Data Digest: Social Technographics in Canada

Reineke Reitsma


Reineke Reitsma

[Posted by Reineke Reitsma]

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Canadians with online access are active users of social technologies like blogs, forums, social networks, and user-generated content: According to our North American Technographics® Q3 2009 survey, 79% of online Canadians engage with social media at least once each month.

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Infographic: The Social Media Landscape

Reineke Reitsma

Reineke Reitsma [Posted by Reineke Reitsma]

When you regularly have conversations with your colleagues about social media activities, the platforms, and the impact on consumers you might find this 'Conversation Prism' graphic useful. Brian Solis and Jesse Thomas of JESS3 build this helpful chart that shows the activities and the networks that make the Social Web.

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Online Measurement: Taking The Debate To The Next Level

Reineke Reitsma

Reineke Reitsma [Posted by Reineke Reitsma]

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At the end of October I hosted a Consumer Market Research Track Session at the Forrester Consumer Forum in Chicago, and one of the speakers was Gian Fulgoni, CEO from Comscore.

For years, a debate has raged in the online space about the merits of panel-centric versus site-centric measurement, and with companies now trying to get a grip on the behavior of consumers across multiple channels, measurement complexity will only increase. Gian showed a slide that nicely summarizes the debate between site measurement (Web analytics) and audience measurement (panel based):

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The CIO And Social Media: Social Evangelist?

Nigel Fenwick

Following on from my last post - "The CIO And Social Media: Social Police?" – you might have guessed I’m a big proponent of Social Computing to drive organizational transformation and increase profits.

The thing is, I wonder how many CIOs see themselves as social evangelists.  You’re a CIO...

  • Are you on Twitter?
  • Do you have a full profile on LinkedIn?
  • How about Facebook?
  • Do you understand how your marketing organization is leveraging social media?
  • Do you have a role as social advocate in the organization?
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The CIO and Social Media: Social Police?

Nigel Fenwick

http://www.mozami.net/blog/wp-content/uploads/iphone.jpgWhat is the CIO's role in driving social media into organizations? Listening to many of our clients it seems that it is often that of "social police" - IT gets asked by legal to block any and all social media applications. While in some cases security concerns drive the decision, in others it's deemed a compliance issue.  There are also those who believe blocking social media improves productivity.
 
The trouble with this approach is that it assumes social media can and should be stopped with technology. The fact is many people are already using web-enabled social applications in the workplace on their own personal smartphones (

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Case Study: The NHL Uses Tweet-Ups To Energize Its Fan Base And Reach New Audiences

Nate Elliott

Nate Elliott[Posted by Nate Elliott. Follow me on twitter.]

Yesterday we published a case study that I'm really excited about, covering how the NHL used tweet-ups to create excitement for the 2009 Stanley Cup playoffs. The league worked with fans to organize a series of events that took place simultaneously around the world on the opening night of the playoffs. I had a chance to attend the tweet-up in Vancouver, and thought they were a great example of the power of both online and offline influence.

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