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  • Social Intelligence
  • Use customer insights to gain competitive advantage

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  • Report You've Got Options When It Comes To Social Listening

    Find Social Listening Capabilities Across Diverse Technologies
    March 30, 2017 | Erna Alfred Liousas, Samantha Ngo

    In "The Forrester Wave™: Enterprise Social Listening Platforms, Q1 2016," we covered the top 12 social listening providers. But social listening capabilities — using social media conversations to...

  • Report Follow 10 Steps To Successful Social Intelligence Measurement

    Use Business Metrics To Demonstrate Business Value
    March 24, 2016 | Samantha Ngo

    The speed, size, and complexity of social media data trap most companies into chasing yesterday's online buzz while seldom proactively analyzing its content. Because social data generates rich...

  • Report Turn Data Monotony Into Data Mastery: Cultivate An Insights-Driven Culture

    A RoleView Report Using Forrester's Technographics® 360 Methodology

    Employees worldwide constantly engage with data, and they perceive it to be central to their daily work. Their companies urgently execute on data-driven strategies in a race for better and faster...

  • Report How To Make Social Media Data Actionable

    Review The Four P's To Build Social Intelligence At Scale
    March 23, 2016 | Samantha Ngo

    Social media provides B2C marketing professionals with a wealth of customer data, an invaluable resource for competing in the age of the customer. Forrester created a framework that helps marketers...

  • Report Drive Toward Social Intelligence Maturity

    Follow The Four P's To Plan Your Strategy
    March 9, 2016 | Samantha Ngo, Jessica Liu

    The social web creates a staggering volume of data each day. Extracting valuable customer insights from this data requires strategic planning. Maximize the value of your social listening and...

  • Report Design A Social Intelligence Function

    Decide On A Centralized Or Distributed Model
    March 9, 2016 | Samantha Ngo

    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...

  • Report The Total Cost Of Social Listening

    Building A Social Listening Business Case
    March 1, 2016 | Samantha Ngo

    Social listening has proven its value in the marketing world, and monitoring social data is the status quo. But as social listening platforms advance and converge and compete with social...

  • Report The Road Map To Integrated Social Intelligence

    Mature Social Intelligence Practices Integrate Data
    December 4, 2015 | Samantha Ngo

    Today, companies underutilize social data and often leave it sitting in its own silo. To overcome this problem and win, serve, and retain customers, customer insights (CI) professionals must start...

  • Report Unleash Social Listening Data's Potential

    Integrate Social Data With Structured And Unstructured Data Sources
    July 14, 2015 | Allison Smith

    In the age of the customer -- where consumers are empowered, informed, and have myriad options before them -- it is more important than ever to keep close tabs on what your customers and prospects...

  • Report Evaluate And Evolve Social Intelligence

    The Four Stages That Delineate Social Intelligence Maturity
    May 29, 2015 | Allison Smith

    Over the past seven years, Forrester has outlined why firms must monitor social media. But although most companies understand the importance of tracking conversations happening online, few find the...

  • Report Digital Command Centers Give CMOs An Intelligence Edge

    Asia Pacific CMOs Must Centralize Discrete Marketing Functions To Derive New Insights And Drive Business Success
    April 15, 2015 | Clement Teo

    A digital command center is a dedicated resource for listening to social chatter on digital channels, including online forums, and analyzing brand relevance, product discussions, and customer...

  • Report Understand The Enterprise Listening Platform Landscape

    Let Your Use Case Drive Your Technology Decision
    January 12, 2015 | Allison Smith

    With the incessant growth of social networks, an increasing number of businesses turn to listening platforms — software platforms that capture, manage, and enable analysis of social data. This...

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