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Jive Talks

10 Posts authored by: adam.mertz

I've been at Jive for 8 years now, and every day I'm either talking with a client or seeing one of our customer implementations and have my mind blown by how Jive is being leveraged in driving key strategic initiatives.  I remember back in January, as part of community manager appreciation day, when I ran a fun contest asking for anyone who would be willing to share a screenshot of their Jive instance and one example of value, quantifiable or anecdotal, that resulted from their Jive community.  Once again, I was blown away with what was shared.  Note, if you missed that and want to see some of the shares I compiled a couple docs (internal and external examples).

 

A couple of conversations and finds in the last couple days inspired me yet again, though, to ask Jive customers this simple question -

 

At your company, what is Jive?

Here's an example from a customer (AllScripts) conversation I was in just today.  AllScripts is a company that's empowering care givers with data and insights to deliver better care. In the course of the conversation talking about Jive, it really drove home for me that at Allscripts, Jive is helping improve patient care.  Their Jive-x powered ClientConnect portal is improving the efficiency of healthcare workers, so they can spend more time with patients and less time looking for answers and information (note this is simply my own personally opinion).  Jive feels really connected to their key company goals which are highlighted with by this great video of theirs.

 

This exercise can actually be a little hard to do because Jive often times is so many things.  So I created another contest of sorts to incent you to take 3 minutes and think about what Jive is at your company.

 

Here's the game and here's the reward for following these 'game rules':

 

  1. Use 4 words or less to describe what Jive is
    • So 'Jive is' + 4 or fewer words.  No taking the easy route of saying 'Jive is our community'.   Meaning, for this game it's less about what Jive technically is and instead, it's more about what in your opinion is one of the key values that Jive is bringing to your company.  So a value-oriented Jive statement.
    • In the above example, the orange bolded text is the 'what is Jive' statement.
  2. Then give a 'tweet-worth' of the how.
    • In the above example, the sentence after the orange bolded text is 'the how' or 'why'.

 

If you do the above, a $10 gift card is coming your way.  If you really want to impress though, add a screen shot to your post and because I love seeing our customers share screenshots I'll make it a $15 gift card.  And I'm upping my game on the gift card front because you'll be able to use it at Starbucks or like 30+ other places.

 

Here's another example from Marketo about its Marketing Nation community powered by Jive-x:

I saw the video below posted recently and, to me, it made me think - At Marketo, Jive is its Marketing Nation.  kim.celestre who leads the Jive-x part of our portfolio told me she thought of this statement about Jive at Marketo after watching the video - 'At Marketo, Jive drives marketing excellence'.  Anyway, I'm sure Scott at Marketo has his own idea of what Jive is, but hopefully this example helps get your creative juices flowing.

 

As a reminder, the your posts in here are public, so somebody might share across the social web your thoughts, and we might even like to highlight them in some way (on our site, in tweets, who knows, maybe even at Jiveworld).  Hopefully that wouldn't be any issue but just let us know if so.

We're excited to announce that over this past weekend every cloud instance was upgraded to our Summer release!  In addition to some exciting new features, we've taken customer feedback and incorporated improvements and suggestions from our Spring release to go even further ahead in many of the areas we focused on for that release and wanted to provided a recap of this latest release.

 

The 2 minute overview (more details further below)

Driving intuitive, purposeful collaboration

  • Structured Outcomes with improved workflow & Action history (see what Actions have been resolved!) and search filters (eg, find Final documents only).
  • An entirely revamped Place creation flow to carry people into Purposeful Places, along with template categories - e.g. people in sales can easily locate all place templates related to their role, marketing can quickly find place templates related to their role, etc.
  • Advanced Gamification is now available as an add-on module in Jive Cloud.

Business value intelligence – personal & company-wide

  • Impact Metrics now have statistics broken down hourly, plus the ability to "share your Impact" with all viewers of content (versus just editors).
  • Jive Business Analytics which provide in-depth visibility of trends that relate to specific business use cases of Jive.

Bringing Jive to wherever you work

  • Jive Anywhere has a whole new look and enhanced usability to now support connecting to multiple Jive networks.
  • StreamOnce for Jive moves beyond Outlook and Gmail - adds 4 more integrations including Dropbox, Chatter, Yammer, Evernote

Making Mobile work for work

  • Jive for iPad adds SSO support and a sleek new Explore tab to discover trending content in your network.
  • Jive Mobile supporting external activity (such as SFDC Chatter entries).

Several other User experience enhancements

  • An option for a new super slim top navigation that stays pinned at the top of your screen no matter where you scroll. (You can opt into this change but it will not be applied by default.)
  • Jive for Office/Outlook - several UX enhancements


More details

Driving intuitive, purposeful collaboration

Structured Outcomes

In this release we've focused on refining the workflows introduced in the Spring release based on your feedback, including:

  • Collaborating privately on Action Items

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  • Keeping a record of when an Action Item is resolved and showing the history of how it got resolved.

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  • One view into all your Action Items – a home base for what needs doing.

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  • Filtering by content with specific outcomes in Browse and Search, making it easier than ever to find the the right stuff.

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  • And the addition of "Most Liked" – when any comments have a lot of likes, we roll them up at the top so they're easy to identify!

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Purposeful Places

Super slick, streamlined new Place Creation flow makes it easier to get to doing work, fast.

  1. Create.
  2. Name it.

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3.  Optionally, apply a template

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Voila! Your new Place is ready for getting work done!  We've also shrunk down the banner image by 30%, and when combined with the new skinny stick nav (see below), you have approximately the same real estate as from before the Spring release.  Our customers asked, we listened.


Advanced Gamification

Our popular Advanced Gamification module is now available to Cloud customers. Award points and build missions out of more than 140 base gamifiable actions! The impact customers have seen when turning this on has been huge and we're excited to make it easy to add in cloud. It's available for all tiers but is an additional fee per user.

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Business value intelligence – personal & company-wide

Impact Metrics

Impact Metrics got some great improvements based on user feedback. First, for your own view of Impact Metrics, starting with that first moment after you publish, of course you want immediate feedback, so we're adding an hourly view that starts showing data right away. We also bucketed the sentiment into Neutral, Good, and Exceptional to provide more context on your results.  And, we're continuing to tune the impact calculations.

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Additionally, when you have great Impact Metrics you want to be able to share them. You will now be able to make your Impact Metrics public so you can brag to your peers, your manager, or have healthy competition between teams on your reach and impact!

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Jive Business Analytics

Jive Business Analytics reports are designed to test the business value Jive is bringing to customers. They track specific user behaviors as users use their Jive instance. These behaviors are then profiled into buckets that are hypothesized to align with a specific business value. As an example for employee onboarding we would hypothesize that if new employees get connected to other employees across the organization faster, then they become more productive sooner. Jive Business Analytics tracks if users are following the right employees, joining the right groups and commenting on the right content.

BV reports.png

 

Bringing Jive to wherever you work

Jive Anywhere

We've made Jive Anywhere ready to be the best solution for socializing any enterprise app: add commenting capabilities into crusty old apps without any coding! We've simplified the experience and customers willd see the tab renamed from "Jive" to "Discuss" to increase adoption and help people understand what it's for. And, once you do open the tab, sexy stuff happens!

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StreamOnce for Jive

We now have many more additional systems integrated with just a few clicks with our StreamOnce technology.

StreamOnce.png

 

Jive for iPad (and Mobile)

The new Explore tab will be going live later this month, highlighting trending content within your network in one visual, newsletter style view.

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We've also added filtering to iPad search.

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For customers leveraging Jive in the Cloud, we'd love to hear what features you're most excited about.  Comment below and let us know!  Thanks in advance.

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WOW - that's big.  I have to say I was surprised when I read that in Matt Wilson's recent article from Ragan Communications. According to a recent report from the Altimeter Group that's the average number of discrete social media accounts across global corporations they talked with (like Hallmark, Adobe, JP Morgan, etc.) - NOT including employee accounts.  Many companies don't even have an accurate count of all the corporate social handles.  And now virtually every employee has accounts across multiple social networks.  A tongue and cheek example of this absurd reality (from a recent YouTube video) we now live in -

 

 

That humorous example of the array of networks both companies and their prospective customers navigate now on a regular basis isn't too far off from reality.

 

So two questions to ask yourself-

  1. Is information overload further exacerbated by social media?
  2. Could people across your company benefit from leveraging and tapping into social media?

 

On #1, I'm of the same mind set as Brian Solis, who wrote another great post recently on The Fallacy of Information Overload, and Clay Shirky - "There's no such thing as information overload - only filter failure".

On #2, I'd go even further and say that without an easy an intuitive way for people across your company to easily set up the right social media filters around topics and information that could help them do their job better they will NEVER be able to leverage the power of social media.

 

So everyone is on the social web, as my Social Business Index infographic pointed out a little while back, right.  Now is the time to throw everyone in the organization the life preserver before they really start drowning.

 

What do I mean by that?  I mean give every person a tool to leverage where all the real information across the web now lives - on social networks.  This is the way Jive thinks about social.  It's not just for the brand police, it's for every single person.  And I'm glad we have this philosophy because it's both unique across the landscape of all the social business and media monitoring companies out there, and it's helping every person in organizations that work with us to be more productive.  Specifically, I'm talking about integrating social media monitoring capabilities seamlessly into the company's social and collaboration network vs. just the stand alone social media campaign tracking tool that the brand police leverage.

 

If you haven't seen our Fathom app before take a quick look below at some of the features (and there's more detail in myFathom blog post from few months back) and I think you'll get a better idea of what I'm talking about.

 

So yes, you have to do all the things that Jeremiah Owyang says in his report, but I'd argue that there's one giant to-do that is too often overlooked - solving the 'filter failure' problem for everyone in the company now that everyone is on social media


What are your thoughts?  Do you think every employee achieve better results if they could more easily tap into external social networks?

Social-Web pic.pngI'm happy to share today that everybody using Jive across our customer base--like those working with John Summers at NetApp, or Tim Wike at Thomson Reuters, or any of the other millions of Jive users--will now have an even easier time gleaning vital information from across the social web.  Our goal has always been to make social media monitoring and engagement as ubiquitous as email and Google searches. Our newest offering, Fathom, fulfills that vision.

 

What is Fathom?  Glad you asked. Fathom is a new app in Jive's App Market (available to all Jive customers on Jive 5). It is completely free to install and allows you to monitor sources like Twitter, Facebook Fan pages, communities, and 100M+ other sites across the web. You just create the search by choosing keywords of interest, and Fathom scans the social web, collecting relevant results. This is not a 'trial' app or demo of Jive's broader social media engagement capabilities. It's a new product that brings social media listening to everyone--whether you're in support, sales, R&D, HR, or Marketing--at no cost.

 

Fathom provides access to the entire social web, including the full Twitter firehose. In addition, it's tightly integrated with Jive's Social Business platform. Results are reported to you right in Jive, making them easy to keep track of and share with colleagues. If you see a tweet or post of interest to your peers or coworkers, you can just click to turn the item into a discussion, document or blog post for others to see. Fathom also helps you analyze the data it collects, identify trends, and share periodic reports.

 

For those social media experts in your company who want to do even more, Jive now also offers the more advanced Fathom Pro through the Jive Apps Market for $49 per person per month. Fathom Pro's features include the ability to engage directly with social media: you can log into your Facebook or Twitter accounts to post, reply, tweet or retweet, without leaving Fathom Pro. Fathom Pro also also provides more advanced analytics--such as the ability to track sentiment trends and measure user influence. And Fathom Pro lets you create an unlimited number of automated searches at no additional charge--another aspect of Jive's approach social web engagement that sets us apart from most others in the industry.

 

So my recommendation for any Jive 5 customer who wants to be a hero and introduce the power of social media monitoring to everyone at your company is, start getting the word out about Fathom now!

 

Here are some additional details around the differences between Fathom and Fathom Pro (this list is not exhaustive of all the functionality, just an overview):

FeatureFathomFathom Pro
Number of saved searches3Unlimited
History of the social web14 Days30 Days
Analytics history14 Days6 Months
Analytics - mention trends
Analytics - compare mention trends for multiple searchesUp to 3Unlimited
Analytics - media distribution
Alerts - receive alerts in your Jive activity stream
Alerts - receive alerts in your email
Collaborate on results within your Jive community (create discussions, documents, blog posts quoting results)
Collaborate on analytics graphs within your Jive community (create discussions, documents, blog posts quoting results)
Share searches between team members
View and track sentiment of results
Analytics - sentiment trends
Engage with the social web (post, reply, retweet, favorite, like)
Connect your Facebook and Twitter accounts for use in posting
See author's Klout scores to understand their social influence
Export data to csv

 

Any questions, thoughts, or reactions?  We're listening

 

Adam Mertz, Jive Product Marketing

recipe pic2.jpgFor many marketers, cross channel marketing on the social web has been a dizzying, ad hoc, and all-too-often unmeasured experiment.  What many don’t understand is that the social web offers the greatest marketing opportunities we have ever seen, so it’s time to get serious.  But instead, marketers are defaulting to a Facebook-only strategy – carving out a few dollars to create a fan page, getting a college intern to manage it, and telling the CEO that they’ve got social covered.

 

The real recipe for success isn’t as complicated as some may think, and it works equally well in the B2C space as it does in B2B business models. I’ve personally seen it have a dramatic and immediate impact across all of Marketing’s critical initiatives – driving brand awareness and advocacy, website engagement, leads, sales, increasing loyalty, and most importantly measurability to these efforts.

 

Ingredients to a successful social web strategy –

 

1) One part Facebook

With 750 million users, whether you sell to consumers or business, engaging on Facebook and creating a fan page or pages is a no brainer.  However, just creating your fan page isn’t enough, because with hundreds of thousands of Facebook groups and fan pages already existing there are likely many other areas on Facebook that you need to be monitoring and engaging in conversations.

 

Having a process and tools in place for multiple people (not just one or two) to easily monitor all these Facebook conversations and engage consistently are what your customers, prospective customers, and partners are now coming to expect.  In a moment I’ll describe why it’s also critical to mix this well with ingredient number three.

 

2) One part social web

This is where social strategy can get dizzying.  What about Twitter?  YouTube? The blogosphere? Forums?  Discussions occurring on relevant publication websites?  And now Google+?  Did you know that Google+ accumulated 10 million users in just a couple weeks into their closed/invite only beta!?!  Ultimately all of these conversations can be huge areas of both opportunity and risk. Ignoring these channels is equivalent to ignoring the web itself back in the late 90’s.  It’s simply a fundamental shift that demands marketing attention and strategy.

 

However, for most if anything has been done in this area, the keys to the castle have been placed in the hands of a very few ‘specialists’ – typically the brand police.  Their only thought is to manage risk.  Don’t be foolish.  Do you let every marketing team member do Google searches?  Enabling social web monitoring should be equally ubiquitous.  The only reason it isn’t is because virtually every social media-monitoring vendor today (other than Jive) makes it cost prohibitive and too complicated for everyone on the team to be monitoring and engaging across the social web.  If market managers are running cross channel campaigns, tracking the effectiveness, word of mouth, and staying engaged with influencers is essential.  In fact, they can leverage the social web to extend the reach of campaigns, get ideas for future campaigns, and more quickly make adjustments based on real-time feedback from target audiences and influencers.

 

3) Three parts community

Why is having your own community on your web property more important in your social strategy than Facebook and the social web combined?  Simple, you own it.  You have 100% control over the look, experience, SEO benefit, and most importantly the data behind the interactions.  In addition, the broader social web has one other major challenge – it’s virtually all ‘short form’ conversations.  Brand advocates need more.  People needing support help need more. Partners need more.  And you should want to give prospective customers lengthier ways to engage with you and their peers.

 

The best way to approach your community strategy is to tightly integrate it with both your Facebook and social web strategy.  Any community provider worth investing in should enable you to expose community conversations within Facebook as an app living alongside your Wall.  This exposes people on your fan page to your community, and in addition, when people post on the community app there’s a double bonus. First, that conversation gets exposed to your community; and second, technically speaking that thread is now helping drive your SEO. Many people don’t realize that since Facebook uses what’s known as ‘no-follow’ links, conversations on your wall aren’t indexed by Google and therefore don’t help drive your SEO.  But your community of course would be visible to Google’s crawlers so your fan page app would ultimately be helping drive SEO.

 

In addition, ideally your community technology should make it simple to pull conversations from the social web into the community itself.  It’s a way to keep people engaged, show that your listening, and enable people to expand on their conversations and thoughts.

 

4) One part measurement

Every part of your social strategy should be measured, just like for every other marketing program. Admittedly Facebook’s fan page reporting is quite minimal.  However, if you’re doing it right and integrating your community into the fan page experience, then your community tool should be much more robust at reporting engagement and every social interaction.  Across the social web, every person (which should be every team member) should have easy access to a set of dashboard metrics that pertain to the searches that are created, including sentiment around those conversations. Without reports and dashboards of key data, you can’t communicate results and ROI of efforts to others in the organization and you won’t be able to know what to adjust to maximize future success.

 

Just like any good recipe, if you miss one of the key ingredients, your efforts will be in vein. However, different than your kitchen recipe, if this one turns out bad it could cost a marketer a job.  So think holistically, use this recipe as your plan for success, and become a student of social because there’s no doubt that a fundamental shift has occurred in the way people connect, share, and learn. If you’re not embracing it, know that for sure your competitors are. Start now in thinking big and broad when it comes to social and your marketing results will definitely be rewarded.

Think social is going to fundamentally change how business gets done?

 

http://files1.jivesoftware.com/images/infographics/sbi-exec-make-jump-to-social-21986.jpg

 

I suppose if you're a regular reader of our blog, your answer is probably yes.

 

However, we felt the industry needed a broader index that highlighted the perceptions of social business strategies employed by companies across various industries.

 

So that's what we're announcing today. We just finished performing a market analysis survey with Penn Schoen Berland, which provides powerful evidence that if dismissing social as a fad is risky business.

 

In fact, to the question above, of the 902 survey respondents from  mid -and large-sized companies, 73% of execs and 73% of millennials agree that social is going to fundamentally change how business gets done.

 

I'll be digging into some of the other survey results in upcoming blog posts, but today, I'm introducing the Social Business Index itself as well as taking a look at executive readiness for social.

 

The infographic (also attached below for download) highlights how social is not only moving to the enterprise swiftly, but also being pushed from both the top down (executives) and the bottom up (millennials).

 

 

Two observations from this aspect of the data include:

 

1.  Execs are leading the charge.

 

They're bringing social into the workplace. They understand the significant impact it's going to have on business.  For instance, 82% of execs  said they leverage at least 1 social network for work use (vs. 58%  for millennials).

 

2.  Most companies still have a lot of work to do in creating comprehensive social business strategies.

 

This survey shows that both technology and strategic guidance are critical when implementing social.  Many have been experimenting with social from a technology standpoint, which ultimately hasn't enabled them get ahead.

 

 

 

Coincidentally, these results mirror what we heard just last week at  the Enterprise 2.0  Conference in Boston. Here's a short clip  highlighting how understanding of the impact of social has significantly  increased in the  last few years as well as an example of a company  that is definitely ahead of the curve (and using Jive internally,  externally, and for social media monitoring).

 

 

 

And here's some additional information on the Social Business Index Survey.  The results are both eye-opening and validating that social will undoubtedly be the single largest shift in business in a generation.

 

 

Does this survey data surprise you? Leave a comment below, where you'll also find a copy of the infographic to download.


I know everyone at Jive is excited about the General Availability of Jive 5 (announced today).  What I think is most exciting though is the involvement that Jive customers have had throughout the entire development cycle of this release. On behalf of Jive and of the entire Products team, a BIG thank you to our Jive customers that helped us make Jive 5 the industry's best Social Business platform. You spoke, and we listened.  You pushed us to refine, and we got it done.

 

Sometimes prospective customers ask me what kind of involvement current customers have in shaping our products. We have many ways of channeling customer feedback into the product development cycle. And as we continue to grow, we constantly strive to refine and expand this process.  Here are a few of the customer feedback channels we use at Jive:

  • Ideas created and voted on by other customers within our Product Innovation and Feedback area here in the Jive Community
  • Jive Advocates, a new group created for the release of Jive 5. It includes a few hundred people that were given access to Jive 5 in a special environment in February. They shared invaluable input and were truly instrumental in helping us to ‘get it right.’
  • Jive’s executive advisory board, which enables us to listen to the perspectives of executives from across our customer base.
  • Jive Champions, which includes a mix of leading-edge executives and people on the front lines that manage social projects.
  • The Jive Early Access group, which consists of technical maestros willing to install and play with Beta versions of our release.
  • JiveWorld, our annual conference, where we get to hear first-hand from customers on panels and case study sessions.
  • Customer user group events held in various cities throughout the year.
  • Literally hundreds of meetings that the products team has every quarter with clients.

 

Again, thank you to all of you who have given us their time and shared their experiences and insights to help us get the best product to the market.

 

Here are a few video clips with some of the feedback we got from these early advocates that we thought we'd share with you.  We also want to hear from you about your favorite feature in Jive 5 so please comment on this blog or send me your feedback directly.

 

Manheim gives Jive What Matters and the new mobile capabilities a big thumbs up.

 

NetApp gives more props to What Matters, the activity streams, and how it’s even easier for people to now engage and digest information.

 

Juniper Networks gives some love to the Jive Apps Market and the improved user experience that the new look enables.

adam.mertz

Jiving with Facebook

Posted by adam.mertz May 17, 2011

As Marketing and Service executives continue to evolve their strategies and make 'social' a critical element, there’s a question I hear regularly. How can we get deeper integration between Jive and Facebook? With Facebook becoming an essential element of a successful marketing strategy, and with more and more companies looking at Jive to develop powerful external communities, this connection is becoming increasingly important.

 

Today, we announced additional fire power for Jive clients in this area that’s already seen incredible response across our customer base.


The two-minute video below provides an overview of how Jive can live inside Facebook and how Facebook questions can be easily exposed within Jive communities. When you watch it, you’ll see we’re going well beyond simple 'liking' and leveraging of Facebook Connects for logging into a community, which we already support with our platform. The focus here is on bi-directional visibility and engagement between the two platforms.

To learn more about ‘how it works’ view the embedded video.  In the meantime, I’ll touch on two other important aspects of connecting Jive and Facebook

 

  1. The challenges with a disconnected social strategy
  2. The value of seamless Jive-Facebook integration

 

1.  The challenges with a disconnected social strategy

Facebook has millions of users, and you need to go where people are living daily online. However:

  • Engagement often centers around short status updates vs. more in-depth conversions and connections.
  • Those conversations, likes, and shares help bring visibility to a fan page within Facebook, but are essentially invisible to Google.
  • Facebook ultimately owns and controls the end user experience.
  • You don’t own the data – this limits reporting, moderating and SEO efforts

 

2.  The value of seamless Jive-Facebook integration

  • Increase brand awareness by extending your reach to the millions of Facebook users.
  • Increase brand advocacy by offering more in-depth ways for your customers and prospective customers to connect within your Jive-powered community.
  • Better leverage your customer experts from within your Jive-powered community to answer customer questions from Facebook.
  • Improve your SEO efforts as all content on Jive, whether it starts in Facebook via the connector or on the branded community itself, can be indexed and found by Google.
  • Gain control – over the user experience, data, reporting and moderation aspects of your Facebook community.

 

 

When our new Facebook Connector is coupled with other capabilities such as social media monitoring and engagement, which tracks the full Twitter firehose of 100M tweets/day and every Facebook group and fan page, Jive clients have an unmatched competitive advantage when it comes to a comprehensive and connected social media strategy.

 

If you have any additional questions please post them here or let me know.

Adam

@adammertz

The real-time web - no matter how scary it might seem - represents the single biggest opportunity EVER that companies have had to create monumental competitive advantage.  Yet, a huge majority have completely wasted the opportunity up to this point.  And the few companies who have dabbled in it seem content to let it be a tool for a handful of people that they consider their 'brand police'.  Of course, it's not entirely their fault because virtually every social media tool on the market - until now - focuses their solutions on this important yet extremely niche use case.  Their prices look great if just a couple people are using it.  But they don't scale - the price skyrockets with more than a few users and searches and technology-wise it often takes hours just to learn how to use these highly specialized monitoring consoles.

 

Jive takes a different approach.  We've tightly integrated social media monitoring software with our leading collaboration and community solutions, with one of our key goals being to help every individual at our clients leverage, collaborate, and engage across the real-time web.

 

I'll offer 5 real-world examples of how you can think big about social media monitoring and beyond just reactive reputation management (and you can join us for a live webcast on May 5th to hear more).

 

1.  R&D - Crowd Sourcing in Real Time

Companies have been using Jive for years to help improve innovation both from within the company as well as crowd-sourcing.  Recently Jive significantly added to our innovation capabilities with the release of our Ideation Module.  But in addition, I've been working with some of the largest brands in the world (sorry, not allowed to say their names yet) where crowd-sourcing ideas has come to mean much more than enabling customers to create and vote on ideas.  Being able to monitor the real-time web in conjunction with the Ideation Module seems to be a natural and perfect crowd-sourcing combination.

 

2.  Service - Because people no longer just call or visit your website for help

Customer service changed dramatically when companies starting enabling service-oriented communities on their website.  With communities customers answer other customers questions and real-time knowledge bases are developed.  This lead to better service and lower costs.  However, now a customer is just as likely to post his or her question, issue, or concern on Twitter or a 3rd party community like a Facebook group.  Service organizations need to be present and ensure there is a coordination of engagement efforts.  With Jive, companies can achieve just that.  In addition, Jive makes it possible to pull in these conversations and ensure that the in-house service team and knowledgebase continues to improve.

 

3.  Sales - Finding opportunities

Many companies, particularly B2B, have a telequalifier role.  That role is meant to search under every nook and cranny to find qualified prospects.  I'm seeing this role changing in the not-too-distant future.  Part of the Sales team's arsenal will include tools like Jive where sales reps create automated agents that scan the web for pertinent questions and highlight them in a personalized dashboard.  With Jive, you can add this weapon to your sales arsenal right now.

 

4.  Marketing - Proactive campaign management

This is about putting Jive's social media monitoring tools in the hands of Brand, Channel, and Market Managers to be proactive in their outreach efforts.  Prior to campaigns they can start tracking the buzz about their company, brand, or product to get a baseline and to better understand who the key influencers are.  During the campaign they can track engagement across the social web, with the entire team easily being able to share articles/tweets/Facebook Fan or Group page messages/etc within a virtual war room collaborate around any necessary adjustments or responses with all dialogue being captured and searchable on demand in the future by all.  And after the campaign, Jive enables the Brand Manager to easily pull together a buzz report with specific examples of conversations, tweets, and posts with just a few clicks.  All of this occurs in Jive's leading collaboration platform.

 

5.  HR - you're brand managers too!

People aren't just talking about your products on the web, they're looking for jobs and talking about their work experiences at your company.  If you don't think so, check out JobVent, a site exclusively for talking about and rating work environments.  HR and Recruiters need to be just as aware of pertinent conversations as Marketing in this new world order.  With Jive, you can monitor, engage when appropriate, and leverage the social web to find the best people for your organization.

 

The above examples illustrate the importance of thinking big when it comes to social media along with the importance of tying social media monitoring with real-time and easy collaboration amongst your entire company.  The companies who start now and think big will be the ones with sustainable advantage in the future and will improve their odds of long term profitability. To learn more about how Jive is helping companies leverage these strategies, join us for a live webcast and see Jive Market Engagement in action.

 

(You may also be interested in fellow Jiver Ari Newman's companion blog post outlining 5 things to consider when evaluating social media monitoring platforms.)

Over the last couple years, as part of Jive's Product Marketing team, it's been amazing to watch the impact that social media has had on marketing.  There is no doubt that Marketing's world has changed forever.  Whether you believe it or not, the fact is that customers have never had more power and higher expectations around authentic dialogue.  Check out this video if you still have doubts.   Or better yet check out Paul Greenberg's new book, CRM at the Speed of Light 4th Edition.  The Jive team had the pleasure of working with Paul here at the Jive offices the last two days.  I learned a ton, and also was happy to hear Paul's positive feedback towards several of the customer examples we showed him and how they support social CRM strategies.

 

 

 

However, as I prepare for next week's webcast with Steve Ziemba, Dir. of Social Media at WOMMA, and Darren Guarnaccia, VP of Prod. Marketing at Sitecore, and reflect on the panel discussions I was on at the Gilbane conference just last month, I still see many of us Marketer's in a state of mind of 'Where do I start?' or 'What KPI's will social help drive?'.

 

So that's exactly where I'm going to focus my discussion, as part two of this 90 minute webcast.  I plan on covering similar real-world examples we walked Paul through -- Marketers out in the wild using Jive SBS to turn this conversation economy to their advantage -- RIM, IHG (Intercontinental Hotels Group), National Instruments, Intel, or Bank of America. Maybe others...still finalizing which will provide the best lessons that you can take home and use in your organization.

 

It's going to be great though, I promise. A few of the key areas I'll be hitting, include:

  • The best way to get started engaging targeted audiences 
    • How to find your influencers and turn them into brand champions
  • Examples of becoming a conversation hub
    • How to ignite and leverage the passion of your advocates to drive Marketing KPI's
  • Growing your existing customer relationships 
    • How to integrate social with more traditional customer marketing campaigns such as the annual conference.

 

I'd love to have you join us:

 

Date: Wednesday, January 27, 2010
Time: 2:00 pm Eastern / 11:00 am Pacific
Duration: 90 Minutes (First half will be Darren - 7 Habits for Website Conversions)

Click here for event registration and details

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