AcdntlPoet 2700019V2G Visits (3679)
Social CRM is becoming a bigger deal as businesses grow in the social spaces. Where we once referred to this all as "social media" or "new media", we've begun to shift the jargon in how we talk about the spaces. Moving from words indicating "what", we are now using words to indicate "how" we work in the spaces. You've likely seen me use the phrase "Social Business" in the past few months. I made this shift in verbiage based on the fact that "Social Media" really just described the tools we used, not how we used them. We are a business after all, and our primary focus is to help our clients, to help YOU, be successful with the products and services IBM provides.
We are constantly striving to improve how we engage and help, which not only means implementing our strategies, but to get out and learn as much as we can about how best to work in these spaces. And wouldn't you know it, in my effort to learn more, I was pointed to a fabulous paper provided by IBM Global Business Services (htt
From social media to Social CRM: http
There is some really great and recent information in this paper outlining the gap between what customers want and what companies/brands -think customers want. (As an aside, one of my difficulties has been finding studies like this which match the present climate. Most social media/social business studies I have found were released as far back as 2008 or 2009, some of the more recent ones in early 2010 based on 2009 data. This particular paper has the most up to date information I've found thus far!)
While the paper provides some very eye-opening data and likely will help change how many businesses focus on their social efforts, I was happily surprised to see that our efforts in IBM Rational Support, as well as the larger IBM Rational brand efforts appear to fall in line with the gap table of customers' rankings. Now, I may be biased here (an amazing realization, I know), but I think our four social media channels (Twitter, Facebook, Youtube, and here on NFRS) are indeed aligned directly with customer/client demands from a support organization. But that's just my view, we'd love to hear your view.
So go on and take some time to read the Social CRM paper. I think you'll find some very valuable insights there which you can take back to your own areas and use the data to build your own successes in social business. Of course, once you've read read the paper we here in Rational Support would really appreciate your insights as to how you really think we're doing here and how we may be able to improve the spaces to help you be even more successful!
image credit: (cc)Some rights reserved by smemon87
kellypuffs 06000168YK Visits (1617)
What @RationalSupport tweets were the most popular in July, as measured by click-throughs to our content?
Check it out!
1. The Full-Text Search feature in IBM Rational ClearQuest, Version 7.1: Part 2. Install the components: http://ow.ly/oGyk KS
2. Announcing the availability of IBM Rational Application Developer for WebSphere, V 7.5.4: http://ow.ly/r1KQ ^CH
4. TODAY, 10am EDT: Rational Support Open Mic: C/ALM with 2.0 Jazz products. More info: http://ow.ly/pBsr ^KS
5. dW: Test dynamic Web applications with IBM Rational Functional Tester scripts that can handle application changes: http://ow.ly/oSUB ^KS
8. IBM listens when Indian developers talk http://ow.ly/nsZn ^KS (via @ibmrational)
10. Now available: Open Mic replay: What's New in Rational Team Concert 2.0/Jazz 1.0 http://ow.ly/piRR ^KS
Lots of good stuff here ... what do YOU want us to tweet about? Leave a comment and let us know.
kellypuffs 06000168YK Visits (1926)
@RationalSupport tweets were the most popular in July, as measured by click-throughs to our content?
Check it out!
Lots of good stuff here ... what do YOU want us to tweet about?
AcdntlPoet 2700019V2G Visits (3086)
Are you following us on your preferred social channel? Did you know we've recently launched a GooglePlus and Tumblr blog? While no channel is meant to be a catch-all, we want to get you the information you want and need in the channels you are most comfortable with. Do you find twitter is the best place to find our content and engage with us? Follow us there! Twitter not your style but rather you prefer Facebook? We're posting there as well to help you find the right information at the right time! Check out our news document linked below to see all the channels on which we're active and follow us on the ones you're most comfortable with:
Without losing sight of the work we do in the newer social channels, we also want to ensure you don't forget about some of the most effective community based channels out there surrounding Rational products and topics. Finding answers from previous questions, or even direct community based help with your own specific question can be a great way to leverage the collective wisdom, but even better is when you can join in the conversations and share your own expertise to help others.
While the above are great resources for truly social support with clients and IBMers alike all participating, we also recognize that this isn't a complete list of all the forums or social channels out there. Is your favourite one missing? Let us know in the comments and we'll add it to the list! Or, do you have some other favourite method for finding answers or sharing answers which we haven't touched on? We'd love to hear about those as well!
AcdntlPoet 2700019V2G Visits (2354)
In IBM we know you likely have products across our expansive portfolio... and while we may be focused on Rational Support specifically here, we also recognize that you may also benefit from some of our counterparts across IBM support. To help you identify, follow, and engage with support across IBM, here are a few accounts you may not have known about:
And how about Facebook:
Let's not forget Youtube:
And of course, the blogs!