2014 Social Customer Engagement Index Executive Summary
|
|
- Sabina Tucker
- 8 years ago
- Views:
Transcription
1 2014 Social Customer Engagement Index Executive Summary The 2014 Social Customer Engagement Index marks the fourth year in which Social Media Today has invited employees to share how their employers are integrating social media tools and strategies to improve customer experiences, especially when it comes to service and support. This year 1258 respondents participated in the survey. Key Takeaways from the 2013 Survey As companies gain experience, further integrate social into service processes and teams, and align social service strategies more closely with their overall customer engagement strategy, they are seeing more positive impact from their efforts. Additionally, a greater number of service interactions are taking place over social channels. But even as the percentage of social service interactions increases, it still lags far behind traditional service channels like and phone. The move to provide mobile customer service is accelerating and should continue to do so in the foreseeable future as customers operate more of their personal and professional lives through a plethora of devices, including wearable devices. Effective resource allocation will continue to be central to social service success as companies continually fight to keep up with customer expectations for better experiences. Optimizing in the face of an ever- changing mix of devices, tools, platforms and technological literacy will only become more challenging, even as experience with social service grows deeper. It s the nature of the current environment, and it will only accelerate over the next few years, particularly for organizations looking to integrate social from a strategic, process, and team perspective. Overall, Facebook remains the most used and most effective social channel for customer engagement from a service perspective, but companies who operate their own branded communities find those to be just as important as Facebook and more important than Twitter. Over time, these owned communities should allow companies to build deeper, more intimate relationships with customers, as long as they continue to facilitate peer- to- peer engagement and provide relevant, timely information whenever it is needed.
2 Speed of engagement will play an increasingly important role in creating great customer service experiences, and companies that focus on providing speedy responses on a consistent basis should create win- win scenarios for the customer base and the response times calls for alignment of processes, teams and strategies and of course a greater percentage of investment dollars being used on the right technology pieces to provide a solid foundation on which to build. Finally, companies will maximize their odds of social service success if they make sure the strategy is a meaningful, well- connected part of the overall customer experience strategy. To that end, the organization should create a culture that allows that customer experience strategy to grow and stay aligned with customer behaviors, activities and expectations over time. Below are some additional high- level overviews of important findings from the survey. Key Data Points from 2013 Index 15% of companies say 25%+ of customer service inquiries are initiated over social channels (35% say less than 5% do) 27% say it takes them less than an hour to respond to questions/issues on social channel 14% say their company has been integrating social into customer support for more than 4 years 52% say Facebook is most effective social channel for customer service Twitter follows at 25%, then Linked at 8% Owned communities are most effective for 7% Hootsuite use among respondents tripled year over year on the way to becoming the most cited monitoring tool used. Radian 6, the most cited tool from 2012, dropped by 38% in Strategy 81% say social customer service strategy is integrated into overall social strategy of the organization 55% have fully integrated their support teams (no separate team for social service support) 25% say they leverage customer service insights for non- customer service related activities in a structured fashion Mobile Service 50% of those surveyed said their company provides customer service via mobile devices, up from 38% in % of those surveyed whose organizations are building customer service apps for mobile devices are creating mobile-
3 friendly websites, vs. 36% who are creating native ios/android mobile apps Results 32% say they have seen very positive impact from social on customer service goals and objectives 16% say they are very satisfied with their company s efforts to engage customer on social networks for service and support General Trends Over Time: Year- Over- Year Comparison With the completion of the 2013 annual index, a number of interesting temporal trends begin to emerge. We review these below. As illustrated above, there has been a steady and significant trend of support interactions occurring increasingly through social channels: Only 35% of respondents say their company has less than 5% of support interactions taking place over social, compared with 57% in Roughly twice as many people say they are seeing 11-15% of interactions taking place on social. Over three times as many people report 16-20% of interactions occur via social channels. Greater numbers of people report more than 20% of interactions happening over social channels in 2013, compared with 2011.
4 Looking at the impact social support is having on service goals and objectives, the upward trend in reporting positive impact is matched by the downward trend in those reporting no noticeable improvement. In fact, between 2011 and 2013, the 10% drop in those reporting no noticeable improvement is almost completely offset by the 11% increase in those reporting either a positive or very positive impact from social support initiatives. Given these trends, it seems safe to say that over time, as more experience is gained, goals and objectives will benefit from an expansion of social tools and strategies into customer service/experience initiatives. been no increase in the proportion of respondents who are very satisfied with company efforts, and overall, the numbers for those reporting some level of satisfaction are unchanged. There seems to have been a shift, however, from disappointment to neutrality, with the proportion of people reporting a level of disappointment decreasing over time, and the proportion reporting a neutral opinion increasing. With the rapidly changing landscape of social, mobile and cloud technologies along with even more rapidly changing customer expectations it s not too surprising that respondent satisfaction levels are not increasing as quickly as other areas. The following chart of major challenges faced by social support initiatives may help to further clarify: While most other aspects of the survey are trending positively over time, some interesting results emerge with respect to overall satisfaction with company efforts to integrate social into customer support efforts. Despite the aforementioned trend towards reporting more positive impacts on goals and objectives, there has
5 While there s been significant improvement in areas like determining key performance indicators, the main obstacle continues to be figuring out how to optimally allocate resources. Well over 40% of respondents say this continues to be a serious impediment year- over- year. Resource allocation can take the form of people, team configuration, training, tools and financial investment. How companies determine resource allocation can determine how employees develop and implement processes and procedures when engaging customers which also plays into how satisfied employees are with how things are going. Insights from the Very Satisfied Group Among those who answered the question about their satisfaction with their organization s efforts to integrate social into service, 16% said they were very satisfied. When comparing these respondents to the overall population some key points stand out. While there are several data points that show those very satisfied with company efforts in social service track closely with the overall survey population, it can t be ignored that this group is more than twice as likely to also report very positive impact from these efforts on service goals and objectives. Additionally, they are much more likely to respond quickly to service inquiries, while handling a higher percentage of those requests via social channels. They are also more likely to work in integrated teams of people, have social integrated into traditional service processes, and have a structured process for leveraging customer service insights in other areas of the business. The Impact of Being a Fully Integrated Organization In 2013 we were curious about the extent to which social service was integrated into the fabric of the organization. In order to capture this we added a question that asked if the social service strategy was integrated into the organization s overall corporate social strategy to improve customer experience. Since we added questions last year to track if social tools and strategies had been integrated into traditional support processes and if support teams were integrated, we were able to assess the possible impact of integrated teams, processes and strategies. 240 respondents indicated that their organizations have integrated teams, processes and strategy. We call these fully integrated
6 companies, The illustration below compares this group to the overall population in a few key areas. Additionally, we look at a subgroup of fully integrated companies with 500 or more employees, to see how they compare to the overall population. Fully integrated company respondents were also much less likely to report their method of social engagement as being ad- hoc. They are also more likely to have their own communities (especially 500+ employee fully integrated companies), and provide mobile support for their customers. While it would seem that becoming a fully integrated company would entail operating in a more complex environment, at least while transitioning to this kind operation, fully integrated organizations were less likely to cite resource allocation as a major challenge. Management buy- in, however, is a slightly greater challenge for fully integrated companies with 500 or more employees. What immediately stands out in the figure above is how much more likely fully integrated companies are to experience very positive impact of their social initiatives on their service goals and objectives Fully integrated companies with over 500 employees are most likely to benefit, being almost twice as likely to report very positive impact, compared with the general population. In general, it appears there are significant benefits to combining social tools and tactics at the process, team and corporate strategy level, and for larger organizations the impact seems to be even more potent, but it will be interesting to see how this trends in Depending on Branded Community Last year we looked at how branded communities fit into the mix of customer engagement from a service perspective. Respondents who reported working at an organization with a company- owned
7 community found them to be the most effective channel, even though Facebook and Twitter were by far the most used networks for customer engagement. The image below illustrates the continuing importance of these communities to companies who own them. A Look at the Allocation of Investment A quick look at the annual financial investment that companies allocate to implementing social tools and strategies into customer service efforts reveals some slight upward movement from 2011 to Facebook and Twitter are definitely the most effective channels for engagement for the general population, by far out- distancing owned communities, but but those with an owned community have a different perspective.. While Facebook nudges out owned communities among this group, those communities are, for all intents and purposes, just as important to them as the big guys. In the 2013 survey, for the first time, we asked respondents to tell us how the monies invested in social service initiatives were allocated. The overall population reported allocating the money in the following manner: Technology: 23% Employee Time: 51% Training: 11% Consulting: 10% Other: 5%
8 A closer look at how funds were allocated uncovers a few interesting patterns. handling greater than 25% of service interactions via social reported spending 14% on consulting time, well above the general population average of 10%. Technology spending also makes up a greater percentage of the overall spend for companies investing more than $250,000 (29% vs. 23%). Social Monitoring Tools Interesting Shift Year- Over- Year In 2012 we started asking respondents for the tools used at their organizations to help implement their social service strategies. A word cloud of the services used in 2012 is pictured below: Across the board, employee time is far and away the category receiving the most financial resources, with technology next in line. While technology made up 23% of the overall population s annual investment, that number grows significantly to 32% for larger enterprises deploying native mobile apps for customer service. Technology spending also reaches 32% for larger enterprises with the ability to respond to service inquiries in less than an hour. When looking at companies reporting very positive impact from their organizations social service efforts, technology spending makes up 27%, while 47% is allocated to employee time. Companies Just one year later in 2013 the word cloud looks like this:
9 As you can see, many of the tools mentioned in 2012 are missing from the 2013 word cloud, with the missing tools, all of which are paid services, indicated in red. Other tools like Radian6 and Lithium have been de- emphasized, whereas services like HootSuite and Facebook have become more popular. Below is the actual count of the top tools mentioned in 2012 vs. 2013: This graphic really illustrates how tools like HootSuite and Facebook made tremendous gains in terms of usage, while Radian6, Attensity and Visible Technologies lost some steam among survey respondents. Meanwhile, other paid services like Sysomos, HubSpot, Meltwater and Sprinklr made gains among respondents. It will be interesting to see what this list will look like in Will it be more turnover, or will the likes of HootSuite, Sysomos and others continue picking up users?
10 5000+ Employee Organizations This year for the first time we segmented out respondents from organizations with greater than 5000 employees, and with representatives from these super- sized organizations making up 11% of the total survey population, we re able to make some interesting comparisons. The illustration below depicts how these extremely large companies compare to the general population of respondents with respect to key survey metrics. As you can see, super- sized companies are aligned with the general population with respect to impact, satisfaction levels, and the belief that Facebook is the most effective social channel for customer engagement. As might be expected, they are much more likely to invest big dollars into their program. But the total survey population is much quicker to respond to social inquiries, handle a higher percentage of service interactions on social channels, and work in more integrated teams than do the big companies. About the Index By the Numbers This study was led Brent Leary, Partner, CRM Essentials LLC. Reach out to Brent via Twitter To provide some background information to the make up this year s Index, here are some key demographics to the survey population: Total Respondents: 1258 (920 completed) o Up from 891 (587) completed in % of Respondents are based in the USA 48% employed at companies with 50 or less employees 26% employed at companies with over 500 employees 11% employed at companies with over 5000 employees 30% are Director level or above (C- Level, VP) Top Departments o Marketing 57% o Other 20% o PR 8% o Customer Care 8% o Sales 7%
How To Understand The Impact Of Social Business In Small And Medium Business
2012 Impact of Social Business in Small and Medium Business Study Sanjeev Aggarwal Laurie McCabe Brent Leary Arjun Aggarwal 1 Why Conduct an SMB Social Business Study? Social media is reshaping the way
More informationSTATE OF DIGITAL MARKETING REPORT
2011 STATE OF DIGITAL REPORT Executive Summary This report contains results of the first annual Webmarketing123 State of Digital Marketing Survey, which spans across the areas of Search Engine Optimization
More informationFive key trends are reshaping customer- experience management:
Top Five Contact Center Trends for 2013 By Irwin Lazar VP and Service Director, Nemertes Research Executive Summary Five key trends are reshaping customer- experience management: ± Increasing adoption
More informationModern Marketing Transformation
Modern Marketing Transformation How Five Tenets of Modern Marketing Can Help Health Insurance Marketplaces Successfully Meet Their Enrollment Objectives HOW WILL YOU CONVERT HEALTH CARE APPLICATIONS TO
More informationSOCIAL MEDIA ANALYTICS AND TOOLS 101
SOCIAL MEDIA ANALYTICS AND TOOLS 101 Ken Paterson VP Research Operations/ Director, Credit Advisory Service kpaterson@mercatoradvisorygroup.com 8 Clock Tower Place, Suite 420 Maynard, MA 01754 phone: 1(781)
More informationSocial Media Trends 2015
Social Media Trends 2015 Primary Market Research February 2015 Research Highlights & Analysis About this Research Designed to gather social media trends as well as marketers experiences, benefits and challenges
More informationITIL 2015 and Beyond: Six Trends Driving Transformational Change in IT Best-Practices
ITIL 2015 and Beyond: Six Trends Driving Transformational Change in IT Best-Practices The Landscape of IT Services Provision is Changing! Customers and users are demanding a higher level of customer service
More informationKey Findings. Executive Summary. Objectives
U.S. Executive Summary Social media is becoming a central part of how consumers discover and evaluate information. When the Mass Affluent engage with financial institutions on a trusted social media platform,
More informationWHAT S THE STORY? THE RESULTS THE TRUTH ABOUT CONTENT MARKETING IN IRELAND
WHAT S THE STORY? THE TRUTH ABOUT CONTENT MARKETING IN IRELAND THE RESULTS 2 What s the story? The State of Content Marketing in Ireland Ireland is a nation of storytellers so it s fitting that we ve moved
More informationHow To Listen To Social Media
WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous
More informationWHITE PAPER. Social media analytics in the insurance industry
WHITE PAPER Social media analytics in the insurance industry Introduction Insurance is a high involvement product, as it is an expense. Consumers obtain information about insurance from advertisements,
More informationNew Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings
New Channels Create New Growth Opportunities for Insurers North American Insurance Distribution Survey Findings Introduction After a period marked by disruption of the financial systems and heightened
More informationTHE 2014 B2B BUYER BEHAVIOR SURVEY
THE 2014 B2B BUYER BEHAVIOR SURVEY How content and social media are impacting the buyer journey 1 The RESEARCH SURVEY 2014 B2B Buyer Landscape: How content and social media are impacting the buyer journey
More informationUSING SOCIAL MEDIA EFFECTIVELY TO MAKE
[Type text] 3/23/2012 HMI USING SOCIAL MEDIA EFFECTIVELY TO MAKE THE MOST OF YOUR FARM BUSINESS Contents What Is Inbound Marketing?... 2 Part I: Introduction to Inbound Marketing... 3 Part II: Get Found
More information"SEO vs. PPC The Final Round"
"SEO vs. PPC The Final Round" A Research Study by Engine Ready, Inc. Examining The Role Traffic Source Plays in Visitor Purchase Behavior January 2008 Table of Contents Introduction 3 Definitions 4 Methodology
More informationEnterprise Grade CRM on Cloud
www.efffiasoft.com TAKE YOUR BUSINESS TO THE NEXT LEVEL WITH EFFIASOFT S Enterprise Grade CRM on Cloud Customer Relationship Management A comprehensive, easy-to-use, customizable and integrated solution
More informationAt The Speed Of Life. Fortune 500 CMOs Share Their Priorities and Challenges For 2014. New study in partnership with The CMO Club
At The Speed Of Life Fortune 500 CMOs Share Their Priorities and Challenges For 2014 New study in partnership with The CMO Club The times, they are a changin. Every day, consumers share millions of pieces
More informationDigital Advertising Report. Adobe Digital Index Q1 2015
Digital Advertising Report Adobe Digital Index Q1 2015 Table of contents Social 3. Overview 4. Social streaming apps 5. Social branded post 6. Social impressions 7. Social interaction rate by industry
More information50 Questions to Get You Started in Social Media
Conversation Guide 50 Questions to Get You Started in Social Media 1 st Edition (June 2011) Authored by: Klick Pharma Digital Strategy. Experience Design. Data & Technology. Online Media klickpharma.com
More informationLive Chat Performance Benchmarks A Statistical Analysis 2012 Edition
Live Chat Performance Benchmarks A Statistical Analysis 2012 Edition 2012 LogMeIn, Inc, Version 2 Highlights Thousands of customers, worldwide Reliable 99.99% uptime The industry s best value Rapid deployment
More informationFive Strategies to Build a Successful Email Marketing Campaign
Five Strategies to Build a Successful Email Marketing Campaign David Daniels, CEO & Co-Founder - The Relevancy Group, LLC Christopher Nash, Senior Business Optimization Consultant Sitecore Reminders for
More informationBest Practices: Advertising and Marketing
Market Track Best Practice Series Best Practices: Advertising and Marketing Insight into developing a plan for cadence, volume, themes and versions Before Category Managers and Merchants pick and choose
More informationMarketing Automation Strategy SURVEY SUMMARY REPORT
MARKETING PRACTICES AND PERFORMANCE BENCHMARKS Marketing Automation Strategy SURVEY SUMMARY REPORT Monthly Research Series Conducted in Partnership with Leading Marketing Solution Providers Marketing Automation
More informationOnline Marketing Services Industry
State of the Online Marketing Services Industry A Publication of HubSpot s Partner Program Table of Contents 4 Executive Summary 5 Breakdown of Agency Size & Structure 15 Size & Types of Agency Clients
More informationGUIDE Wealth Management. 9 Social Media Guidelines for Wealth Management Firms
GUIDE Wealth Management 9 Social Media Guidelines for Wealth Management Firms Wealth Management 9 Social Media Guidelines for Wealth Management Firms Wealth management firms that embrace social media can
More informationSocial Media - The Ideal Workstation For Technical Professionals
IHS GLOBALSPEC RESEARCH REPORT 2014 SOCIAL MEDIA USE IN THE INDUSTRIAL SECTOR Contents Executive Summary 3 How to Use Social Media 4 Define Your Goals and Objectives 4 Understand What Platforms Your Audience
More informationSOCIAL RECRUITING ACTIVITY REPORT
THE 2012 SOCIAL RECRUITING ACTIVITY REPORT THE DEFINITIVE LOOK AT SOCIAL MEDIA USAGE IN RECRUITINGG TM WWW.BULLHORNREACH.COM @BULLHORNREACH FEBRUARY 2012 COPYRIGHT 2012 BULLHORN, INC. ALL RIGHTS RESERVED.
More informationLeveraging Big Social Data
Leveraging Big Social Data Leveraging Big Social Data New ways of processing and analyzing Big Data have led to innovations across many industries from software that can diagnose Parkinson s to earthquake
More informationTHE CHALLENGER SALE Do you fit the profile that wins more deals?
THE CHALLENGER SALE Do you fit the profile that wins more deals? Challenger is a trademark or service mark of CEB Inc. These marks may be registered marks in various countries. CEB Inc. claims all rights
More informationMaking Your Investment in an Executive Dashboard Count: What to Look for and Why
Making Your Investment in an Executive Dashboard Count: An ENTERPRISE MANAGEMENT ASSOCIATES (EMA ) White Paper Prepared for CA Technologies May 2012 IT & DATA MANAGEMENT RESEARCH, INDUSTRY ANALYSIS & CONSULTING
More informationPowering Marketing. The Five Tenets of Modern Marketing in Financial Services and Insurance. Marketing Technology
Powering Marketing Transformation The Five Tenets of Modern Marketing in Financial Services and Insurance Targeting Engagement Conversion Analytics Marketing Technology THE FIVE TENETS OF MODERN MARKETING
More informationCopyright 11/19/2015 Aternity, Inc
1 Aternity Version 9 Every App, Any Device, Any User Welcome! First Look Webinar 2 Please feel free to submit your questions throughout today s presentation via GotoWebinar s Q&A Section If for some reason,
More informationSocial Business Intelligence For Retail Industry
Actionable Social Intelligence SOCIAL BUSINESS INTELLIGENCE FOR RETAIL INDUSTRY Leverage Voice of Customers, Competitors, and Competitor s Customers to Drive ROI Abstract Conversations on social media
More informationTargeted measurable marketing
Targeted measurable marketing Plan, execute, and measure your campaigns An invaluable tool for marketers, Sage CRM enables your marketing teams to plan, execute, and measure the success of every marketing
More informationTaking A Proactive Approach To Loyalty & Retention
THE STATE OF Customer Analytics Taking A Proactive Approach To Loyalty & Retention By Kerry Doyle An Exclusive Research Report UBM TechWeb research conducted an online study of 339 marketing professionals
More informationCapture Leads With Effective Call To Action Buttons
1 CAPTURE LEADS WITH EFFECTIVE CALL TO ACTION BUTTONS Capture Leads With Effective Call To Action Buttons EFFICIENT MARKETING www.bluefrogdm.com 2 CAPTURE LEADS WITH EFFECTIVE CALL TO ACTION BUTTONS Who
More informationSalesClic for Sales & Salesforce Consultants
SalesClic for Sales & Salesforce Consultants 1. Introduction to SalesClic... 1 1.1. The Application... 1 1.2. The Clients... 1 2. Sales Opportunities for Consultants... 2 2.1. Salesforce Optimization...
More informationMarketing Automation User; 2010 marketing review notes and 2011 plans
Marketing Automation User; 2010 marketing review notes and 2011 plans Each December we ask our marketing customers if they would like to participate in a short, informal yearend review. The scope of the
More informationATM Usage. Business ATM - 2010 Business ATM - 2012 Retail ATM - 2010 Retail ATM - 2012
page 1 ATM Usage 5 4 2 1 Business ATM - 2010 Business ATM - 2012 Retail ATM - 2010 Retail ATM - 2012 39% 25% 23% 22% 17% 15% Bancography s Customer Service, Satisfaction and Loyalty tracking studies measure
More informationSocial Media Analysis and Audience Engagement
Solution in Detail Media and Marketing Executive Summary Contact Us Social Media Analysis and Audience Engagement Analyze Social Media and Engage Customers Audience Engagement Consumer Experiences Social
More informationThe State of Customer Experience
The State of Customer Experience How Organizations are Utilizing CX Programs to Improve Their Understanding of Customers while Driving Revenue and Increasing Product Competitiveness Executive Summary October
More informationThe Consumer Is Not a Moron, She s An Individual
The Consumer Is Not a Moron, She s An Individual How To Get Started On Individualized Marketing October 2014 VIEWPOINTS The Consumer Is Not a Moron, She s An Individual How To Get Started on Individualized
More informationConnectivity in the Enterprise: The Rise of Cloud and Its Integration Challenges
2015 Industry Report Connectivity in the Enterprise: The Rise of Cloud and Its Integration Challenges By Scribe Software Conducted in conjunction with Spiceworks TABLE OF CONTENTS 3 Introduction 4 Executive
More informationThe Social Customer Service Index 2015: Results, Analysis, and Perspectives
The Social Customer Service Index 2015: Results, Analysis, and Perspectives Measuring Use and Effectiveness of Social Media Tools For Customer Service Brought to you by Analysis By Brent Leary, Managing
More informationFive Best Practices to Deliver Exceptional Multichannel Experiences
Five Best Practices to Deliver Exceptional Multichannel Experiences Introduction Over the years, the commercial landscape in life sciences has undergone a near-total transformation. Instead of engaging
More informationEnhance your digital marketing strategy
Enhance your digital marketing strategy with customized videos Harness the Power of Digital Story Selling Video can help you tell your story and convey your value proposition more effectively. In fact,
More informationWHITE PAPER Closing the Loop on Social Leads. A Hootsuite & 2DiALOG HubSpot White Paper
WHITE PAPER Closing the Loop on Social Leads A Hootsuite & 2DiALOG HubSpot White Paper Closing the Loop on Social Leads A Guide to Measuring Social Media Lead Generation Social media has outgrown its infancy
More informationGINeVRA. GINeVRA. Digital Research Hub. Research Report- CRM. 1 2014. All Rights Reserved.
GINeVRA Digital Research Hub Research Report- CRM 1 2014. All Rights Reserved. It is estimated that nearly one and a half billion people visited a social media site in 2013. They all had something to say;
More informationApplying Social Media Measurement to the Sales Funnel
02 Sales By: Nichole Kelly - Social Media Measurement Coach In Partnership with HootSuite - Social Media Dashboard Review of Core Measurement Philosophies As we learned in the first section of this document,
More informationHow To Use Social Media To Improve Your Business
IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage
More informationHow to Make Packaging & Point-of- Sale Work Together
How to Make Packaging & Point-of- Sale Work Together 10 Winning at retail E ach by Scott Young year, Perception Research Services (PRS) pretests several hundred new packaging systems prior to their introduction
More informationDEMAND GENERATION SURVEY B2B ENTERPRISE. Executive Summary. A Benchmarking Study from ANNUITAS
2014 Executive Summary B2B ENTERPRISE From April 8 to June 15, 2014 ANNUITAS conducted a study to analyze current B2B Demand Generation strategies and discover key patterns, including where B2B DEMAND
More informationMarketers & Social Media Monitoring Survey 2011
Marketers & Social Media Monitoring Survey 2011 RSW/US & Web Liquid Survey Conducted May/June 2011 Version 1 27 July 2011 From: Web Liquid RSW/US 2368 Victory Parkway Suite 120 Cincinnati, OH 11201 45206
More informationProject & Procurement Management Benchmark Report
2 0 1 4 Project & Procurement Management Benchmark Report Why collaborative sourcing and efficiency of collaboration organically creates business opportunity and how you stack up to your peers. What we
More informationThe State of. Marketing. Leadership. How Senior-Level Marketers are Redefining Success and Integrating the Customer Journey
The State of Marketing Leadership How Senior-Level Marketers are Redefining Success and Integrating the Customer Journey Table of Contents 03 Introduction 04 Overview 05 The Customer Journey Takeover 10
More informationCUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION
CUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION December, 2014 Nick Castellina, Research Director, Business Planning & Execution Omer Minkara, Research Director, Contact Center & Customer
More informationThe State of Digital Marketing for SMBs. While many small businesses already use digital marketing tools, there is still room for growth
The State of Digital Marketing for SMBs While many small businesses already use digital marketing tools, there is still room for growth 1. Introduction: Poised for Growth When something works well in the
More informationKICK YOUR CONTENT MARKETING STRATEGY INTO HIGH GEAR
KICK YOUR CONTENT MARKETING STRATEGY INTO HIGH GEAR Keyword Research Sources 2016 Edition Data-Driven Insights, Monitoring and Reporting for Content, SEO, and Influencer Marketing Kick your Content Marketing
More informationElevate Customer Experience and Engagement in the New Digital World
Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,
More informationSOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014
SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 EXECUTIVE SUMMARY In this digital age, social media has quickly become one of the most important communication channels. The shift to online conversation
More informationUsing Social Media Data to Drive Business Decisions Online Conversation Research. March 14, 2013
Using Social Media Data to Drive Business Decisions Online Conversation Research March 14, 2013 Welcome! Agenda Benefits and Methodology of Social Media Research What kind of data is available and how
More informationSocial Media ROI. First Priority for a Social Media Strategy: A Brand Audit Using a Social Media Monitoring Tool. Whitepaper
Whitepaper LET S TALK: Social Media ROI With Connie Bensen First Priority for a Social Media Strategy: A Brand Audit Using a Social Media Monitoring Tool 4th in the Social Media ROI Series Executive Summary:
More information2015 State of B2B Mobile Growth Metrics
{ O P E N V I E W V E N T U R E P A R T N E R S } 2015 State of B2B Mobile Growth Metrics by Arsham Memarzadeh, Research Analyst Tien Anh Nguyen, Director of Market Insights Introduction During the initial
More informationSocial Media and Sales Quota
Social Media and Sales Quota The Impact of Social Media on Sales Quota and Corporate Revenue (A Research Report for B2B Companies) SOCIAL MEDIA & SALES QUOTAS 2 TABLE OF CONTENTS Executive Summary...3
More informationTargeted measurable marketing
Targeted measurable marketing Plan, execute, and measure your campaigns An invaluable tool for marketers, Sage CRM enables your marketing teams to plan, execute, and measure the success of every marketing
More informationWhy Business Intelligence is Mission Critical for Winning Against Your Competition. By Stan Cowan Senior Solutions Marketing Manager
White Paper Business Intelligence Why Business Intelligence is Mission Critical for Winning Against Your Competition By Stan Cowan Senior Solutions Marketing Manager Why Business Intelligence is Mission
More informationThe Five Trends That Will Impact Marketing in 2015
The Five Trends That Will Impact Marketing in 2015 PRESENTED BY Sylvia Montgomery, CPSM Chat Live on Twitter! Today s Hashtag: SMPS CEUs Hinge is an SMPS Approved Provider of continuing education units
More informationSocial Media Use in Law Enforcement:
Research Crime prevention and investigative activities continue to drive usage. November Background and methodology Overview Social media is increasingly valuable to the way law enforcement professionals
More informationPatient Relationship Management
Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information
More informationThe 2014 State of Enterprise Social Marketing Report
The 2014 State of Enterprise Social Marketing Report Results from Q1 2014 Commissioned study conducted by Forrester Consulting on behalf of Spredfast. Executive Summary In Q1 of 2014, Spredfast commissioned
More informationSOCIAL MEDIA COMMUNITY MANAGER PLAYBOOK
SOCIAL MEDIA COMMUNITY MANAGER PLAYBOOK The difference between those companies with successful social media marketing programs and those who do not often comes down to having a social media community manager
More informationUsing Predictive Analytics to Increase Profitability Part III
Using Predictive Analytics to Increase Profitability Part III Jay Roy Chief Strategy Officer Practical Intelligence for Ensuring Profitability Fall 2011 Dallas, TX Table of Contents A Brief Review of Part
More informationCES 9.1 Unleash the Power of Experience
CES 9.1 Unleash the Power of Experience Making the complex SIMPLE > Social, Immediate, Multiple Choice, Personalized Lifestyle Experience Today, communication is not just about the network technology,
More information2015 Social Media Marketing Trends
2015 Social Media Marketing Trends A 2015 survey and report on social media marketing practices and software usage By Megan Headley Research Director, TrustRadius First Published May 2015 2015 TrustRadius.
More informationMYTH-BUSTING SOCIAL MEDIA ADVERTISING Do ads on social Web sites work? Multi-touch attribution makes it possible to separate the facts from fiction.
RE MYTH-BUSTING SOCIAL MEDIA ADVERTISING Do ads on social Web sites work? Multi-touch attribution makes it possible to separate the facts from fiction. Data brought to you by: In recent years, social media
More informationAdobe Analytics Premium Customer 360
Adobe Analytics Premium: Customer 360 1 Adobe Analytics Premium Customer 360 Adobe Analytics 2 Adobe Analytics Premium: Customer 360 Adobe Analytics Premium: Customer 360 3 Get a holistic view of your
More informationReturn on Investment from Inbound Marketing through Implementing HubSpot Software
Return on Investment from Inbound Marketing through Implementing HubSpot Software January 2010 Prepared By: Melissa DiBella MBA Class of 2010 MIT Sloan School of Management Massachusetts Institute of Technology
More information2013 Inside Sales Top Challenges - Leadership Responses... The Top Five Challenges Facing Inside Sales Leaders...
Table of Contents Executive Summary. Overall Survey Demographics..... Role by Type.. Size of Inside Sales Organization. Geographies Covered.... Industries........ Sales Models....... 2013 Inside Sales
More informationGetting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research
Getting Business Value from Customer Engagement Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research 1 How Gartner Delivers Value Gartner research helps clients review, develop,
More informationWhite Paper. Exceeding the Mobile Adoption Benchmark: Effective Strategies for Driving Greater Adoption and Usage
White Paper Exceeding the Mobile Adoption Benchmark: Effective Strategies for Driving Greater Adoption and Usage The majority of financial institutions have yet to maximize adoption of mobile banking and
More informationTargeted measurable marketing
Targeted measurable marketing Plan, execute and measure your campaigns An invaluable tool for marketers, enables your marketing teams to plan, execute, and measure the success of every marketing campaign.
More informationON-PREMISE OR OUTSOURCE: EXPLORING THE IMPACT OF TECHNOLOGY DEPLOYMENT ON MARKETING EFFECTIVENESS
ON-PREMISE OR OUTSOURCE: EXPLORING THE IMPACT OF TECHNOLOGY DEPLOYMENT ON MARKETING EFFECTIVENESS Correlating Marketing Performance with Technology Deployment Options Written by David Daniels, The Relevancy
More informationContent creation remains important as ever. Lead generation is still important, but lead nurturing is growing
Introduction As consumers flock to the internet, the marketing industry continues to evolve and expand. As this happens, traditional models of marketing begin to lose efficiency and new types of marketing
More informationComprehensive Guide to Marketing Like Starbucks
Comprehensive Guide to Marketing Like Starbucks 1 Introduction 6 reasons Starbucks Marketing Communications Strategy is so Effective is one of our most popular posts, continuing to be a top performer even
More informationMeasuring the Effectiveness of Your Content Marketing
Measuring the Effectiveness of Your Content Marketing 1 Measuring the Effectiveness of Your Content Marketing A 5-Step Process to Prove Value and Grow Your Business Measuring the Effectiveness of Your
More informationHow To Create An Advocate Marketing Program
the Advocate Marketing PlaybookCREATED BY TOPO PART 1 Your introduction to advocate marketing Detailed playbooks for all things sales and marketing 2013 TOPO Table of Contents Why Advocate Marketing? 3
More informationFive Guys. Case Study: How Five Guys empowers over 1,200 franchisees on social with Hootsuite
Case Study: Five Guys How Five Guys empowers over 1,200 franchisees on social with Hootsuite In 1986, Five Guys opened its first location in Arlington, Virginia as a familyrun restaurant named after, you
More informationCrystal Maleski ClearPathSocial.com. #2015BizConnect @BGLCC1 @ClearPathSocial
Crystal Maleski ClearPathSocial.com #2015BizConnect @BGLCC1 @ClearPathSocial Social Media Is A Lot More Than A One Way Conversation @2015BizConnect 2 Keep Informed of Industry News Research Product Development
More informationOutbound Marketing in the Content Era Delineo June 2013
Outbound Marketing in the Content Era Delineo June 2013 Outbound marketing in the content era! The findings in this report highlight that content marketing is now an important marketing strategy due to
More informationRoundpeg 2012 All Rights Reserved. Page 1
Page 1 Page 2 INTRODUCTION... 3 WHAT S NEW THIS YEAR?... 4 SOCIAL MEDIA RESULTS... 5 FEW COMPANIES TRACK ROI... 5 ROI METRICS... 6 WHAT PEOPLE SAY:... 6 REE... 7 SOCIAL MEDIA BUDGETS... 7 INVESTMENT CREATES
More informationTHE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics
THE STATE OF Social Media Analytics May 2016 Getting to Know You: How Leading Marketers Are Using Social Media Analytics» Marketers are expanding their use of advanced social media analytics and combining
More informationSpeaker. Joni Pulido-Ferrier Value Advisor Expert HR Line of Business Value Engineering Australia, Pacific Japan, SAP
Speaker Joni Pulido-Ferrier Value Advisor Expert HR Line of Business Value Engineering Australia, Pacific Japan, SAP 2 SuccessFactors Proprietary and Confidential 2014 SuccessFactors, An SAP Company. All
More information6 Tips for Reaching Boomers & Seniors with Digital Marketing
6 Tips for Reaching Boomers & Seniors with Digital Marketing Table of Contents 1 Reaching Boomers and Seniors with Digital Marketing 2 The Growing Boomer and Senior Demographic 3 Boomers and Seniors Are
More informationCOPYRIGHT 2012 VERTICURL WHITEPAPER: TOP MISTAKES TO AVOID WHEN BUILDING A DEMAND CENTER
COPYRIGHT 2012 VERTICURL WHITEPAPER: TOP MISTAKES TO AVOID WHEN BUILDING A DEMAND CENTER For many B2B organizations, building a demand center is a no-brainer. Learn how to ensure you re successful by avoiding
More informationCLEAR DIRECTION ON USING BIG DATA TO SOLVE RETAIL PROBLEMS
BRICK MEETS CLICK BIG DATA UPDATE, 4Q 2014 CLEAR DIRECTION ON USING BIG DATA TO SOLVE RETAIL S A look at impact vs. effort We help organizations find growth opportunities as traditional and digital food
More informationUsing existing technology to build a more efficient enterprise
Using existing technology to build a more efficient enterprise Prepared by: Mike Nafziger, Principal, McGladrey LLP 612.376.9249, michael.nafziger@mcgladrey.com July 2013 Over the past 30 years, the use
More informationFuture-proofing Your Business with Open Marketing. By David Mennie, Senior Director, Product Marketing, Acquia
Future-proofing Your Business with Open Marketing By David Mennie, Senior Director, Product Marketing, Acquia Table of Contents Marketing the Open Way 3 The Rise of the Technical Marketer 4 What Is Open
More information