- Oct. 22, 2013
-- Industry analyst and market research firm Hypatia Research Group (http://store.hypatiaresearch.com/)
announces publication of a new primary research study entitled “Social Intelligence:
A Time to Listen, A Time to Engage: Practitioner’
s Guide to Social Business (http://store.hypatiaresearch.com/
.” This twenty page study with ten figures provides end-user organizations with an analysis of why companies invest in Social Media solutions, what tangible benefits are possible, and what metrics can be used to measure the ROI of a social initiatives. In short, this research provides actionable insight that companies may use in compiling a vendor short list, request for qualifications and best practice terms of engagement with software vendors and providers of services. Visit our E-store for further information (http://store.hypatiaresearch.com/customercentricityatimet...
According to Leslie Ament (http://www.hypatiaresearch.com/expertise/team.html
), SVP of research and principal analyst, Hypatia Research Group defines “Social business as leveraging the ability to listen, analyze, interact and engage with customers via conversations in support of corporate goals that are strategic, operational and tactical, as well as short and long-term in nature.”
“Our assessment is that customer-propelled social interactions are blurring the lines and driving convergence among sales, marketing and customer care business processes.
) Social business offers the opportunity to improve customer interactions by fostering real engagement through innovative technologies combined with redesigned business processes,” Ament added.Research Approach
Our analysis of 523 executives that actually utilize, recommend, influence, hold budget or veto power over the purchase of social media tools and solutions provides voice of the customer insight into how and why organizations of all sizes:
@ Invest in social media software solutions
@ Utilize a wide variety of informational sources
@ Use metrics to measure productivity and effectiveness of social business initiatives
@ Realize downstream business benefits and return on investment
@ Prioritize software selection criteria
Industry analyst and market research firm Hypatia Research Group (http://store.hypatiaresearch.com/
delivers high impact market intelligence, industry benchmarking, best practice, and vendor selection research for how businesses use technology and service providers to capture, manage, analyze and apply customer and market intelligence to enhance performance and accelerate growth. Coverage includes: Customer Management (CRM), Business Intelligence, Advanced Analytics, Customer Analytics, Social Media, Text Analytics, Marketing Automation, Information Management, Customer Data Management/Data Quality and GRC. Since 2001, clients have relied on Hypatia for industry insight, expertise and independent market research for guidance in assessing various technology and service options.
For advisory, licensing (http://r20.rs6.net/
or further analysis on this topic by company size, industry, job function or geography, please contact Research@HypatiaResearch.com or call 978-828-7062 or 781-862-5106.
Zvi Ruder, SVP Operations & Intellectual Property Licensing
Hypatia Research Group
“Exploiting Social Intelligence for Customer Service & Support Excellence (http://store.hypatiaresearch.com/
, ©2013 Hypatia Research Group.