- Forrester Councils
- Councils Overview
- log in
Posted by Zach Hofer-Shall on April 24, 2012
Social media is too big, too fast, too messy, and too important to manage without the assistance of technology vendors. With its growing significance, more and more companies want to use the data social media creates to inform their strategies. Companies want social intelligence, but they need help getting there.
That's why I'm eager to announce that after almost two years since the last report, we're releasing a new market evaluation that will help companies understand their vendor options for social intelligence. Today we published The Forrester Wave™: Enterprise Listening Platforms, Q2 2012 along with an updated market overview, The Enterprise Listening Platform Landscape. These reports are the culmination of more than fifty vendor briefings, hundreds of client calls, two end user reference surveys with hundreds of respondents, two weeks of hands-on lab sessions, and too many hours of writing and fact-checking to count.
The reports are now available for client access, but here are a few key takeaways for everyone:
At the end of this evaluation, I look back and am impressed by how much has changed. For starters, the landscape contains many vendors that didn't exist during my last Wave™. But it's buyers' needs that have changed the most. Now they focus on data — not just flashy reporting tools. They need vendors to address more use-cases like social research, social measurement, and customer support, not just brand monitoring. Ultimately, they want quicker and easier access to social media, to help them learn from and connect with their customers. After this much change from both buyers and vendors, I'm eager to see how much matures in the coming year.
Lastly, I want to thank my awesome research team for assistance with this long, grueling, and incredibly rewarding process.
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »
Free On-Demand and Live Events
Latest events from Forrester analysts, online and in person »