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Vanessa DiMauro posted a blog entry Aug 4, 2011
Online Customer Communities Change Companies
Online communities are not neutral. They fundamentally change the nature and way a company does business. All too often, an organization creates a social strategy and thinks nothing will be altered but the tools they will use. And then, the change hits the fan and they are left... more »
Vanessa DiMauro posted a blog entry Jul 26, 2011
The 5 Question Inventory for Social Business Readiness
Our series on Social Business Readiness is intended to focus attention on performing the due diligence needed to understand if key departments are ready to innovate and implement social business solutions within their functional areas. Managers of those functional departments ignore this step at... more »
Vanessa DiMauro posted a blog entry Jul 18, 2011
Social Business Readiness: 5 Questions for Customer Care Executives
Your customers are talking about your company right now. And for the most part, you don't know what they are saying about you. Your company is not part of the conversation. Kinda makes you a little nervous, doesn't it? It should.
Funny thing about customers: unlike staff, you can't make them stop... more »
Vanessa DiMauro posted a blog entry Jul 12, 2011
Why Online Communities and Vegas Have Nothing In Common
Las Vegas is all about lady luck - If only you face the horseshoe, touch your talisman, and never ever enter a casino through the front door, you will succeed tonight. Superior planning, scale and skill won't help you as serendipity reigns supreme.
Especially in traditional... more »
Vanessa DiMauro posted a blog entry Jul 7, 2011
Social Business Readiness: 5 Questions for Marketing Executives
Social media is all about marketing, right? Wrong. Marketing has been advancing the role of social media in business quite actively for some time, and are likely to have evolved social media use and experimentation ahead of the other lines of business. However, best practice often reveals that the... more »
Vanessa DiMauro posted a blog entry Jun 29, 2011
Social Business Readiness: 5 Questions for IT Executives
Within the IT department at some firms, the social media pendulum swings to extremes. Companies are either busy banning all forms of social media usage or getting drunk at the social media party and allowing any and all forms of social media tools and behaviors to proliferate within their... more »
