Gartner Blog Network

Category: 'social-crm' Blog Posts

from the Gartner Blog Network

Social Analytics are the LEAST of Analytics Leaders' Problems

by Jenny Sussin  |  March 8, 2017

This is my second year attending Gartner's Data and Analytics Summit and I love it. I love it because the conversations I have with analytics leaders about social analytics shed...

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There Is No "Privacy" When It Comes to Social Media

by Jenny Sussin  |  January 19, 2017

You'd think after enough political and celebrity scandals this would be obvious to everyone, but alas it's not. A social analytics vendor that I've spent time covering over the years had come...

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Social Media Monitoring - Or Is It Surveillance?

by Jenny Sussin  |  October 17, 2016

Over the last week, there have been a series of articles dumping on one particular social media monitoring application that was allegedly using an unethical value proposition to market its...

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WhatsApp Removes Wall to Businesses - Businesses Pop Champagne

by Jenny Sussin  |  August 30, 2016

Over the last week or so, there have been a lot of news articles flying around about WhatsApp being open for businesses and businesses are losing their collective minds with...

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On Call Centers and Dodo Eggs

by Michael Maoz  |  June 22, 2016

Even though there were no Dodo birds on Mauritius or any other part of the planet from the 1800s onward, the mild epithet that one was a dodo bird continued...

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Isn’t it about time that the CIO set out on a customer journey?

by Michael Maoz  |  April 6, 2016

CIOs are often described as business leaders. That is true in the same way a parent might say they are the father of their country. Yes, they are a father,...

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Who is teaching the CIO about empathy in process design?

by Michael Maoz  |  March 8, 2016

In a few hours from now I will publish new research on empathy in the design of customer processes. The piece explores empathy for the employee and empathy for the...

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The Disappointment of Social Sentiment Analysis

by Jenny Sussin  |  February 26, 2016

This blog post also appears on LinkedIn. For years - clients have been calling us about social analytics and for years their excitement had been rooted in a particular type...

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The ROI of Social Media: Still a Lack of Measurement

by Jenny Sussin  |  November 23, 2015

Guys, seriously? I've been conducting a lot of reference checks of late, searching through the case studies of vendors in the space, and talking to Gartner clients about what it...

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Social Media in Your Customer Journey

by Jenny Sussin  |  October 12, 2015

Coming off of Gartner's US Symposium, I am adding my notes from the 40+ client 1:1 meetings I had into the system and seeing a pattern in the conversations I...

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