Dave Fleet

JULY 5, 2010

In recent months we’ve seen several interesting moves within the social media monitoring/social CRM space. Note: CNW Group is a 76design client. Sysomos offers three core services: Sysomos MAP – a web-based, enterprise-level social media monitoring tool. Acquired by. Jive Software. January 2010.

Sysomos 334

Sysomos Alterian Filtrbox Attensity 334

Dave Fleet

APRIL 14, 2011

As time goes on we’re seeing a rising trend toward social customer support , largely driven by three forces: Companies are observing high-profile brands successfully executing social support programs and want to realize those benefits. Cultivate a group of independent advocates who can transparently engage where they see fit.

How To 321

How To System Social Media Management Trends 321

Dave Fleet

JULY 18, 2011

Online customer support is one of the key trends confronting companies as they embrace social business and look to interact with their consumers online. As social support grows in reach and popularity, companies are facing the conundrum of how to successfully scale. Build an army of advocates. Plan strategically.

Tips 353

Tips Social CRM Reputation Knowledge Base 353

Dave Fleet

NOVEMBER 22, 2010

Your new social hub, or your Facebook Page, or your engagement plan may be the nice, glamorous part of your approach to social media, but be careful not to completely neglect incoming information in favour of outbound messages. That approach is ineffective in social media. Think long-term, not short-term.

CPM 413

CPM Comparison Diagrams Sentiment 413

Dave Fleet

MARCH 8, 2011

Here’s my take on five clear options for people running social media response programs. Lost opportunity to aggregate relevant conversation and to activate advocates on page. Requires wider group of employees to have admin access to the company’s Facebook page, meaning less control over activity on the page.

Comments 370

Comments Sites Engagement Aggregator 370

Dave Fleet

FEBRUARY 28, 2011

A varied bunch of posts and stories this week, from PR’s effect on the media (or is it just lazy journalism?), to avoiding getting caught when the social media “bubble&# bursts, to reputation management, influence and lastly a couple of Google stories to round things out. Avoiding social media osolescence.

Influencer 253

Influencer Hubspot Case Study Press Release 253

Dave Fleet

MAY 25, 2010

That’s the three-step approach we recommend companies take when it comes to approaching social media marketing activities for their organization. However, we’re still seeing social media marketing campaigns built with this implicit process. Social media is earned media, not paid media.

Campaign 417

Campaign Social Media Marketing Loyalty 417