Gartner Blog Network

Jenny Sussin
Principal Research Analyst
2 years with Gartner
4 years IT industry

Jenny Sussin is a princial research analyst in the ITL Enterprise Software group of Gartner Research, with primary focus on social for CRM. Read Full Bio

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 solution: surveillance. As one of Gartner’s social analytics analysts I’ve got to tell you, the tools that each vendor offers to the market could allow […]

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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 excitement. Before we get into WHY this is the reaction, let me explain what the status quo was before this announcement. PRIOR TO this update to […]

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Pokemon Go is Giving to Society What Other Technology Had Taken Away

by Jenny Sussin  |  July 12, 2016

I’m smack dab in the middle of Pokemon Go‘s target demographic. I’ve seen some funny memes online where a big scary van has graffiti’ed “Rare Pokemon Inside” on it with the caption, “How to kidnap a 28 year old in 2016,” and I can tell you, that is accurate. I’m sitting at my desk in the […]

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Why The Acquisition of LinkedIn Annoys LinkedIn Users

by Jenny Sussin  |  June 15, 2016

Your data is for sale. It’s something we’ve all known for a while now but $26.2 billion later the conversation has been reignited, if not a bit buried, in the story of Microsoft’s acquisition of LinkedIn. Ironically, news of the intent to acquire hit while I sat in the keynote for Gartner’s Security and Risk […]

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Who Ruined Social Media?

by Jenny Sussin  |  April 28, 2016

Someone asked me about Twitter’s stock price the other day to which I replied: I know nothing of stocks, but I’ll happily tell you who I think is ruining it for all of us. Let’s have some straight talk about who is ruining Facebook and Twitter. Facebook Embarrassing parents ruined Facebook. Sorry, but they did. […]

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What is “Better” When It Comes to Software?

by Jenny Sussin  |  April 13, 2016

I remember being back in ninth grade English when my teacher taught our class the importance of communication skills. She said that if we couldn’t put into words how we felt, thought or viewed the world, then we would never be able to get our point across and ultimately get what we wanted. Now, that […]

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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 of analysis: sentiment analysis. The promise was that social sentiment analysis could give organizations real time insight into how people felt about a particular marketing […]

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The Internet Isn’t Free

by Jenny Sussin  |  December 4, 2015

I’ve recently embarked on a new line of research (for me, not for the world) on customer data privacy. In doing so, I’ve read synthesized versions of about 20 reports, watched some documentaries and have looked into some of the commentary on ridiculously long terms of service. What it all leads up to is the […]

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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 is they’re measuring when it comes to social media and continue to find that the majority of companies are STILL not measuring anything that shows […]

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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 had. A few months ago, we wrote a research doc (behind the Gartner pay wall) on “How to Determine the Role of Social Media in Your […]

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