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Published June 24th 2011

IBM: From Social Media to Social CRM

Over the last couple of weeks we’ve published two articles about the role of Social Media Monitoring in Research and in Social CRM.

In their excellent report, IBM’s Institute for Business Value make a similar case for social media and monitoring:

“The benefts are real and deep. First, there is the social interaction itself, which can provide direct value to the business through revenue from social commerce and cost savings when used for customer care or research, for example. Plus, social networking enables rapid, viral distribution of offers and content that may reach beyond what could be done in traditional channels – all with endorsement from connections people trust. But that is just the beginning.

Companies also can use social platforms to mine data for brand monitoring and valuable customer insights, which can spark innovations for improved services, products and customer experiences. In a constant cycle of listen-analyze-engage-evolve, organizations can optimize their social media programs to continually enhance their business.”

The full report:

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