Trends Report

Trends 2010: Listening Platforms

Findings From Forrester's Listening Platforms Wave™ Evaluation

September 9th, 2010
With contributors:
Suresh Vittal , Emily Murphy , Michael J. Grant

Summary

We recently surveyed 153 listening platform customers about their vendor partnerships and Social Intelligence practices. Listening platform customers represent companies of all sizes and industries and utilize their listening platform partnerships in a variety of ways. They are mostly satisfied with their vendors, but as their Social Intelligence practices mature, vendors must improve their data quality to match customers' growing demands. Conversely, listening customers must get back to basics and reevaluate how they actually use their listening platforms. Firms optimizing their vendor relationships must prepare their staff, identify their goals, and plan their everyday use of the tools.

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With
Suresh Vittal
Emily Murphy
and Michael J. Grant