Comments on: Is social networks key to improved customer relations and product development http://www.torbenrick.eu/blog/business-improvement/is-social-networks-key-to-improved-customer-relations-and-product-development/ Tue, 20 Jul 2010 16:16:46 +0000 hourly 1 http://wordpress.org/?v=3.0 By: How does Audi turned to social media for ideas?http://www.torbenrick.eu/blog/business-improvement/is-social-networks-key-to-improved-customer-relations-and-product-development/comment-page-1/#comment-36 How does Audi turned to social media for ideas? Sun, 15 Nov 2009 06:48:39 +0000 http://www.torbenrick.eu/blog/?p=477#comment-36 [...] Is social networks key to improved customer relations and product development? [...] [...] Is social networks key to improved customer relations and product development? [...]

]]> By: Danhttp://www.torbenrick.eu/blog/business-improvement/is-social-networks-key-to-improved-customer-relations-and-product-development/comment-page-1/#comment-19 Dan Thu, 08 Oct 2009 15:01:04 +0000 http://www.torbenrick.eu/blog/?p=477#comment-19 I'd argue that Facebook, Twitter etc in fact have worked their way *in* to the enterprise as opposed to be being used internally and now for customer interaction...Many famous examples of consumers being quicker to use social tools positively for the enterprise before the enterprise made a move.. E.g. Coca Cola fan page having 1+ millions fans yet is not run by Coca Cola and so they didn't need to do their own "official" oneSocial media is an additional channel in the same way email became one when that came out...It's worth noting the Dell and Starbucks examples you give are based on the Ideas product of Salesforce.com which, apart from being a damn fine CRM, has social media integration.. What's noteworthy here is I would genuinely question how much now products are forcing innovation upon the enterprise as oppose to them meeting a known need... Example being Ideas... This was a product pushed out to Dell and Starbucks... Twitter came upon Dell...I don't think enterprises are taking advantage of them... In fact social media is taking advantage of them as it is forcing fundamental changes in policy of some corporations...The age of top down is over and finally companies will truly have to act on previously lip-serviced commitment to being about quality and service... I’d argue that Facebook, Twitter etc in fact have worked their way *in* to the enterprise as opposed to be being used internally and now for customer interaction…

Many famous examples of consumers being quicker to use social tools positively for the enterprise before the enterprise made a move.. E.g. Coca Cola fan page having 1+ millions fans yet is not run by Coca Cola and so they didn’t need to do their own “official” one

Social media is an additional channel in the same way email became one when that came out…

It’s worth noting the Dell and Starbucks examples you give are based on the Ideas product of Salesforce.com which, apart from being a damn fine CRM, has social media integration.. What’s noteworthy here is I would genuinely question how much now products are forcing innovation upon the enterprise as oppose to them meeting a known need… Example being Ideas… This was a product pushed out to Dell and Starbucks… Twitter came upon Dell…

I don’t think enterprises are taking advantage of them… In fact social media is taking advantage of them as it is forcing fundamental changes in policy of some corporations…

The age of top down is over and finally companies will truly have to act on previously lip-serviced commitment to being about quality and service…

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