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For Customer Insights Professionals

The Keys To A Social Intelligence Command Center

May 17, 2012

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

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

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  • Self-Assessment: Do You Need A Social Intelligence Command Center?
  • Self-Diagnostic Tool

Models and Calculators

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  • The Most Popular Industries For Online Discussion

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
  • Related Research Documents