The Keys To A Social Intelligence Command Center
May 17, 2012
Why Read This Report
If you represent a large consumer brand, consider a social intelligence command center — a dedicated resource for listening to the groundswell. A command center like this can improve your crisis management, marketing measurement, customer support, market research, and engagement marketing strategies. At a price of $1 million or more, command centers are best for popular brands that generate a lot of discussion or have millions of customers. If you do build a command center, follow the four best practices for success: 1) Staff the right people for the job; 2) define a measurable purpose; 3) leverage a listening platform; and 4) establish a repeatable process. This is an update to the 2011 "Centralize Social Intelligence With A Command Center" report.
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Tools And Templates
Best Practice Assessments
- Self-Assessment: Do You Need A Social Intelligence Command Center?
- Self-Diagnostic Tool
Models and Calculators
- The Most Popular Industries For Online Discussion
Also in Collection: The Social Intelligence Command Center
Case Study: Intel's "Social Media Center Of Excellence" Responds In Real Time
April 28, 2011 | Zach Hofer-Shall
Case Study: Gatorade's "Mission Control" Quenches Thirst For Real-Time Social Interaction
July 26, 2011 | Zach Hofer-Shall
Case Study: Dell's Social Media Listening Command Center Builds Customer Relationships
July 1, 2011 | Zach Hofer-Shall
Table of Contents
- Firms Seek Ways To Manage Online Conversation
- Best Practices For The Social Intelligence Command Center
- Forrester's Social Intelligence Command Center Next Practices
- Identifying Your Challenges
- Case Studies
- Supplemental Material
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