Jenny Sussin

A member of the Gartner Blog Network

Entries Categorized as 'social crm'


The Spam Playground: Twitter, a Consumer’s Perspective

by Jenny Sussin  |  October 27, 2014  |  2 Comments

The irony of a research analyst responsible for covering business use of popular social media to connect with their consumers, posting a jaded consumer’s perspective is not lost on me. But over the last year, I’ve noticed that I have stopped tweeting as often or checking Twitter at all outside of major news events. And […]

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Category: customer service marketing social crm social media social networks     Tags: , , , , , , , ,

Social Media Metrics: 101

by Jenny Sussin  |  October 7, 2014  |  Comments Off

A wise woman once told me never to mistake activity for achievement and while I heard her, I never really understood her before I came to work for Gartner.   At Gartner, I have the opportunity to observe from afar, or in other cases from a bit too close, and recognize what is going right […]

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Orkut’s Retirement Overshadowed by Cupcakes and Soccer

by Jenny Sussin  |  July 9, 2014  |  1 Comment

When I was a wee intern, building out social media pages for the products and campaigns I supported without rhyme or reason, I built an Orkut page for both myself and one of the campaigns. For the particular campaign, I was trying to reach developers and coders particularly in India and so I was exposed […]

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Google Silently Silences Wildfire – Social CRM Pac-man Revisited

by Jenny Sussin  |  March 17, 2014  |  4 Comments

Pac-man likes to eat dots. It’s simple. This is a story I’ve prefaced before on this blog: A Christmas Tale of Social Media App Acquisition in December of 2013 Pac-man Thinks the Social CRM Market Looks Tasty in May of 2012 So let’s do a Pac-man and Dot table for market re-cap thus far… Keep in mind […]

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Category: marketing social crm social media     Tags:

You’re Not Alone: The Rule of Three Helps Build Out Your Social Network

by Jenny Sussin  |  January 28, 2014  |  8 Comments

There are so many things about social media engagement that are deemed to simple to write about anymore. Well ladies and gentlemen, let’s get tacky!   I know people are struggling with developing their individual social networks and their organization’s social networks and so in my first blog post of 2014, let’s talk about one […]

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A Christmas Tale of Social Media App Acquisition

by Jenny Sussin  |  December 18, 2013  |  Comments Off

Almost 18 months back, I wrote a blog post on the pac-manning of the social application market. The big vendors were gobbling up the small vendors and trying to outsmart their competitors. Yadda, yadda, yadda, it hasn’t stopped. And so while the mega vendors cobble together their social offerings and the entrepreneurs stay on as GMs […]

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The Twitter DM Change and Its Impact on Social Customer Engagement

by Jenny Sussin  |  October 18, 2013  |  1 Comment

There have been a lot of news articles and a lot of blog posts about Twitter’s change to it’s direct messaging rules – gist is, you can set your Twitter profile to allow people to direct message (DM) you even if you don’t follow them. I’m not trying to repeat anything anyone has already said, […]

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Category: 360 customer service marketing social crm social media     Tags: , , , , , , , , , , , ,

Social Business Plays Katniss Everdeen in the Enterprise Hunger Games

by Jenny Sussin  |  October 10, 2013  |  Comments Off

There’s nothing I love more than a good pop culture reference and it’s time we take our tweets and turn them into bows and arrows. (If you’re unfamiliar with The Hunger Games, you’re going to have a really hard time with this blog post.) I have spent the last four days at Gartner’s US Symposium […]

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Your Video Got 100,000 Views? Mine Closed a $3 Millon Deal.

by Jenny Sussin  |  June 25, 2013  |  1 Comment

Every marketer makes the mistake of equating activity to value at some point in their career. You know what, it’s not just marketers: it’s everyone. “You left at 5:30? I work until 10 pm every night.” The bottom line for the 10 pm people: if I can get similar or better quality work done by […]

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For the Interns: If You Give an Intern Control of Your Facebook Page…

by Jenny Sussin  |  May 16, 2013  |  Comments Off

Let’s press play and turn on the speakers for this one because it’s nearly summer time and while our interns come to join us, we should listen to some relaxing music. Plus, your intern might look like Chad or Jeremy in ’64.   If you give an intern control of your Facebook page, one or […]

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Category: 360 customer service intern marketing orientation social crm social media     Tags: , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,