Why Read This
Finding and acting on insights gleaned from online and social discussions requires the right combination of a clear objective, business planning, technology, and, most importantly, people to do the work. This report describes several options for customer insights (CI) professionals designing a social intelligence function, including internal and outsourced models. This is an update to the March 7, 2013 report of the same name, modified to include action items for the business technology (BT) agenda — technology, systems, and processes to win, serve, and retain customers. We've added new and updated content, including examples and figures for the organization chapter of the social intelligence playbook.