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For Customer Insights Professionals

Case Study: Intel's "Social Media Center Of Excellence" Responds In Real Time

April 28, 2011

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Authors

  • By Zach Hofer-Shall
  • with Josh Bernoff,
  • Allison Smith

Why Read This Report

Intel has an internal team of seven employees — aligned by business function — to listen to the groundswell, engage in online discussion, and set corporate guidelines for social media. The cross-functional "center of excellence" monitors vast amounts of conversation about the popular technology brand and acts on its findings in real time. How does a large and popular technology brand do this? By following a predefined process for action and working with multiple vendors for assistance.

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