The explosion of Big Data represents an opportunity to leverage trending attitudes in the marketplace to better segment and target customers, and enhance products and promotions. Success requires establishing a common business rationale for harnessing social media and determining a maturity model for sentiment analysis to assess existing social media capabilities.
In 2013 Salesforce.com partnered with Fifth Quadrant to conduct quantitative and qualitative research into the customer service space in Australia and New Zealand. The research was designed to specifically examine new channels for service delivery such as Mobile Devices, Social Media to name a few and the maturity level of Australian organisations in regards to Customer Experience Strategy.
Customers and employees are becoming increasingly empowered by social technologies. This change is dramatically changing the way they communicate and collaborate. Find out how to succeed in this new social world by making fundamental changes to resources, skills, tools, processes, and culture.
When it comes to social media marketing, there is perhaps no other topic that is discussed more than determining and reporting return on investment, or ROI. This white paper sets out to make the case that ROI determination can be approached in a unified, structured and straightforward way. It also lays out a framework for expanding the definition of ROI and increasing organizational maturity for measurement and monetization.
Finally, it dispels some of the myths around ROI and seeks to show the relationship between social KPIs organizations may be collecting today and how to align them with broader organizational and business-oriented goals and objectives.