Managing Business Risks in the Age of Social Media

By Anand Divekar, on May 21st, 2011%
blue eye

This is a follow on to my earlier blog “Social Networks – How Can Businesses Adapt?” It deals with an issue close to every CEO’s heart – viz. what are the major risks my business faces in either ignoring social media and the conversations that occur there, or embracing this new medium and finding ways . . . → Read More: Managing Business Risks in the Age of Social Media

Leave a comment   Performance, Reputation Management, Social Media, Social Network   ,  

Social Networks – How Can Businesses Adapt?

By Anand Divekar, on May 16th, 2011%
Image of networked people

This paper addresses the decision facing many businesses regarding setting up and managing a social networking presence to leverage the recent global surge in the popularity of social networking sites (such as Facebook and Twitter). It provides data on user growth and demographics and explores various reasons for the growth of these sites, the benefits and risks of participating, and addresses key action areas for the marketer to focus on, including existing frameworks for consumer messaging, online marketing, governance, risk and compliancy. . . . → Read More: Social Networks – How Can Businesses Adapt?

Leave a comment   Social Media, Social Network   , ,  

Social Media: The New Customer Service Channel

By Anand Divekar, on June 27th, 2010%
Always Together Hands

Driven by technology advances, power is shifting to customers who leverage cheap devices and free access to social media to communicate with their networks. Reputation management concerns are increasing business sensitivity to customer issues reported on social media sites and causing them to escalate resolution to a higher level of priority compared to legacy-CRM channels, creating a dual operating standard for customer ‘haves’ (technology adopters) and ‘have-nots’ (little or no access to technology). However, scalability of these service levels is an issue, which will require new leadership thinking and infrastructure solutions. These changes will drive new trends in the marketplace as businesses, customers, vendors all react to the new forces in play. . . . → Read More: Social Media: The New Customer Service Channel

21 comments   IT, Social Media   , , , ,  

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