Social Media
Social media is the future of communication, a countless array of tools and platforms that increase and enhance the sharing of information. This new form of media makes the transfer of text, photos, audio, video, and information in general increasingly fluid among users. Social media has relevance not only for regular users, but business as well.Today, the average enterprise-class company owns multiple social media accounts, from marketing to customer support and from human resources to legal are actively engaged in social media.
Many of these companies are using a social media agency and they have a social media squad under the marketing (sometimes digital marketing) department.
However, social media and as a result, social big data — are still largely isolated from business-critical enterprise data sourced from platforms such as Customer Relationship Management (CRM), Business Intelligence (BI) and market research.
The risk is that social media becomes a silo, yielding isolated findings that lead to partially-informed decisions, internal discord, missed opportunities and lack of visibility.
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Social Media in 2014
(number of active users x1.000.000)
Source: Leverage
Establishing a social media strategy is more than just posting an update informing people that a new product or service is on sale. It’s more than just sharing a piece of relevant information. A social media strategy is a success when you are able to engage and interact with your target audience.
Social monitoring and listening allow you to listen for mentions of your brand, and focus on metrics such as share of voice.
Social media analytics enables organizations to analyze deep levels of conversation detail within social media and other online channels.
Social Media Intelligence is beyond the social monitoring, listening and analytics. It's about gathering information from social media big data and turn them into meaningful insights and intelligence to predict the future and re-shape your strategies.
Social CRM builds upon CRM by leveraging a social element that enables a business to connect customer conversations and relationships from social networking sites in to the CRM process. Social CRM may also be called CRM 2.0 or abbreviated as SCRM (social customer relationship management).