By now, I’m sure that everyone’s 2011 resolutions are fully underway. Some I suspect have already been broken! What are your resolutions as a Customer Intelligence professional?
One of mine relates to fully integrating the dynamic social media landscape into an effective CI strategy. This was taken directly from the first of my top 5 takeaways from Dreamforce 2010. Easier said than done, right? The social space seems to be changing on what seems like a daily basis. So, what to do?
Well, one thing is clear. Conversations are happening…whether you are plugged into them or not. And why would you not want to be engaged in these discussions about your organization? Whether it’s Facebook, Twitter, LinkedIn, or some other channel, aggregating this valuable data and relating it to your customer database presents huge opportunities – not to mention opportunities to proactively engage with customers in these channels from a marketing perspective.
For the sake of brevity in my posts (yet another 2011 resolution), I’ll keep this short but urge you to consider the possibilities social creates for even deeper customer insights and campaign targeting. Forrester has an interesting report on this topic as well (currently accessible only to paying customers). It’s very interesting, so I would recommend that anyone with Forrester access check it out here.