Social Media
  • How social is your business?

    August 13, 2015
    0 0 2 1 0 0 0 By Martin Conboy Social media is no longer simply a tool for marketers to engage customers. According to a new research report from Altimeter, The 2015 State of Social Business: Priorities Shift from Scaling to Integrating, organisations are increasingly viewing it as platform to support a broader digital […]
  • Do you truly listen to your customers?

    June 30, 2015
    0 0 1 3 0 0 0 By Mark Atterby Social media listening is a popular practice for companies to understand more about their brand and its position in the marketplace. The true value of social media listening, however, is about understanding customers and what they value. It’s learning how to be proactive and interactive […]
  • Measuring the impact of content

    June 16, 2015
    1 0 3 4 0 0 0 By Mark Atterby In recent years there has been a dramatic growth in content marketing. Spurned on by their Social Media initiatives, marketers are now producing more content than ever before. However, few to no standards exist that adequately capture the impact of content on the business, whether […]
  • Let’s Get Digital

    1 0 0 8 0 0 0 By Martin Conboy The call to “Go digital” is echoing in boardrooms across the globe. It’s a herald of momentous and ground shaking change that has potentially far-reaching consequences. Organisations have always relied on technology to innovate and improve efficiency. But the rapid advance of cloud computing, mobility, […]
  • Engaging on Instagram

    June 2, 2015
    0 0 0 0 0 0 0 By Mark Atterby Over the last year or so Instagram has become the fastest growing Social Media Channel. At over 300 million accounts it is now larger than Twitter. Its potential as a channel to improve customer as well as employee engagement is being realised by a number […]
  • The social dimension of customer relationships III

    April 1, 2015
    0 0 0 0 0 0 0 By Mark Atterby Social CRM is about generating conversations and dialogue with prospects to build higher value customer relationships. That’s higher value for the customer as well as the organisation. Social media is not simply a vehicle to push out content and your messaging, but a mechanism to […]
  • The social dimension of customer relationships – Part II

    March 24, 2015
    0 0 0 0 0 0 0 By Mark Atterby Social CRM is an emerging area that crosses over with other digital strategies and marketing technology. Traditional CRM systems from companies such as Microsoft and Sugar CRM have integrated social media into their products, where social media conversations can be tracked along with phone calls […]
  • The social dimension of customer relationships – Part I

    March 17, 2015
    0 0 0 0 0 0 1 By Mark Atterby Social Media and marketing automation are redefining the CRM (Customer Relationship Management) landscape, blurring the functional lines between sales, marketing and customer service. Each social media interaction, positive or negative, has the potential to be magnified across a network of connected people. In recent years […]
  • Single view of the customer: Reality or mirage?

    July 30, 2013
    0 0 0 0 0 0 0 By Mark Atterby Organisations are making increasing use of the data they’re collecting to build a more comprehensive picture of their customers. The benefits of this are potentially substantial. But the challenges to achieving are just as significant. To overcome these challenges companies are turning to their BPO […]
  • Social Media outsourcing – Changing the customer service game

    April 18, 2013
    0 0 0 0 0 0 0 Social Media continues to redefine how customers engage with organisations. There’s a plethora of social media platforms to choose from. And there’s a wide variety of applications around marketing, advertising, sales, branding and customers service to choose from. Many organisations are looking to their outsourcing and BPO providers […]
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    The challenges and benefits of Big Data

    March 6, 2013
    0 0 0 0 0 0 0 The large scale gathering of data from a variety of sources and the application of sophisticated analytical tools to make sense of that data is quickly becoming the new frontier for organisations seeking competitive differentiation. The BPO and outsourcing industry is playing a pivotal role in developing the […]