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...

Vendor Research

IT decision makers seek the best and most informative sources for major purchases. This report examines how IT decision makers use social media services to research potential vendors and products.

Vendor Research

Although the application of social media in the B2B domain is still in its infancy, vendor partners need to start thinking about how they can add value now. Vendors, like IBM, who have begun rolling social media elements into their partner...

Four years after it banned the use of Facebook, YouTube and similar tools by employees, the government is figuring out how to strike an appropriate balance between flexibility and risk management Social media is like any other tool in a...

Vendor Research

This report provides guidance to IT vendors and solution providers looking to develop a social media strategy for marketing, sales, and customer service efforts.

Vendor Research

This report explores how organizations are taking social media a step further by using metrics and analytics. It is designed to help IT vendors and solution providers understand the market and the direction it is headed in.

Solution Set

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

Vendor Research

This report will provide IT vendors and solution providers with a high-level look at the tools and services that enable social media sales and support through a social customer relationship management strategy.

Vendor Research

This report will help IT vendors and solution providers understand the importance of having a social media strategy for customer interaction.

Tool

While social media benefits are achievable in sales, marketing, and customer service, not all organizations will strive to achieve benefits in all three areas. Use this tool to determine, based on your unique criteria, where opportunity exists...

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...

It wasn't until a man diagnosed with measles ate at her New Jersey diner that Connie Correia Fisher, co-owner of The Pop Shop, discovered that the only thing that spreads faster than an infectious disease is bad news. "We had every major TV...

Vendor Research

This agenda discussion document positions Info-Tech Indaba's upcoming social media research. If employed by vendors' channel partners, social media techniques can provide a broader customer reach and more effective interactions. As social media...

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...

We are at a time when we're about to move from a fascination with social networks to the question of how those networks will be used. Without any doubt, one of the answers will be to provide information of some kind to each and every member.

Template/Policy

A social media project is a multi-departmental undertaking that must be managed well to be successful. Document the process in a formal project charter to keep everyone on the same page.

Solution Set

This solution set will help you implement a strategy to exploit social media opportunities that integrate with your current customer interaction.

Video

This video will help you cut through the hype and gain a better understanding of what social media is and how it can help your organization. Consumers are adopting social media at a breakneck pace, and organizations need to keep up to remain...

Note

Despite the rapid adoption of social media by consumers, most organization are struggling to define a business strategy for social media and are unprepared to link it to their CRM strategy. This storyboard will help you identify social media...

(1-Mar-10) 'Cdn travelbugs," said the public tweet that just flew across the screen. "Anyone used AirCanada's Int'l flight passes? Trying to find out if one direction' can include few days stopover midroute?" A tweet is a message to the world...