Job Description

Social Media Representatives use a variety of social channels to manage customer interactions. This individual will assist in strengthening the overall brand of the organization through the analysis of social interactions between customers and...

Template/Policy

The risk of inappropriate information transfer between personal and business contacts within social media must be mitigated by implementing a policy. Tools to establish barriers between personal and private networks and tools to centrally manage...

Note

Organizations are feeling increasing pressure to build a presence in the social media space. However, social media projects should all be paired with some level of social analytics. Develop a clear idea of what you are trying to achieve and the...

Solution Set

Leverage social analytics to better achieve the goals your organization has set forth for social media projects.

Tool

This tool will assist you in determining at which maturity stage your organization's social analytics initiative is, including what factors are keeping you from progressing to the next stage.

Job Description

To successfully manage social analytics initiatives, assign the right person with the right skills to serve as a Social Analytics Specialist.

Template/Policy

This template will build a central document that contains the business justifications, goals, risks, and required roles and resources for an organization's social analytics initiative.

Vendor Research

This report is designed to aid vendors and solution providers in better understanding the market dynamics surrounding Social Media Management Platforms (SMMPs). It will also help in the process of marketing and selling SMMP solutions.

London, ON – 09-13-2011 – A recently published Info-Tech Research Group Social Media Management Platform (SMMP) Vendor Landscape report ranked Radian6 and Syncapse as market Champions. The report states that organizations of all sizes with an...

Note

Managing and analyzing social channels is becoming increasingly complicated, yet essential for organizations that interact with customers through social media. Selecting and implementing an SMMP can help reign in the complexity of social media...

Tool

Use this tool to generate a customized shortlist of vendors based on the capabilities that your organization requires in a Social Media Management Platform (SMMP).

Solution Set

Achieving social media business objectives can be a challenging task. Select the right Social Media Management Platform to cut through the clutter.

Tool

After responses to an RFP have been received, enterprises considering social media management platforms need a way to compare potential solutions. Use this RFP scoring tool to record and evaluate features across vendors.

Template/Policy

Use this template to help create a request for proposal (RFP) that lists features of a Social Media Management Platform (SMMP) according to your business requirements.

Template/Policy

Use this demonstration script to provide vendors with a consistent set of instructions, ensuring an objective comparison of product features.

Tool

Info-Tech's Customer Service Maturity Assessment provides managers with an objective assessment of the current state of their organization's customer service environment and offers recommendations for improvement.

Tool

Web-based and social-based customer service tools will not all deliver equal value to every enterprise. Info-Tech's Customer Service Channel Readiness Assessment will help assess the appropriateness of different social and web-based customer...

Video

Organizations are exploiting social customer interaction channels for sales and marketing, but adoption of these channels for customer service is much slower. Proactively monitoring the social cloud for service opportunities gives organizations...

Solution Set

Web 2.0 has added a new set of interaction channels strongly favored by customers, including social channels, requiring organizations to revisit their customer service strategy.

Note

Organizations are exploiting social customer interaction channels for sales and marketing, but adoption of these channels for customer service is much slower. Proactively monitoring the social cloud for service opportunities gives organizations...