Are you losing control of your brand on the social web? Traditional methods of customer engagement have changed dramatically with the wide adoption of social media and cloud computing. Your customers are more in control of your brand than ever before. You need to proactively participate to guide conversations happening on-line to drive customer loyalty and create new business.

Adoption of collaboration and mobile technologies by consumers has outpaced use of these technologies in the corporate enterprise. You need to drive the same level of collaboration in the enterprise to enhance productivity and stay focused on the customer.

"The social channels are an extension of core customer service, and the business processes that a company uses to service its customers must be aligned over ALL channels to enhance the company’s brand value. Radian6 lets you listen to, for example, tweets or Facebook posts, separate the noise from the actionable insights, and route the insights to the right organization within a company where they can be addressed."
- Forrester Research

The answer is the Social Enterprise. It’s about building a customer centric organization that programmatically listens to the customer and allows you to systematically engage, take action and measure the results of your actions. It’s about allowing your customers to interact with you via THEIR preferred method and THEIR preferred device on THEIR timelines.

The Social Enterprise requires collaboration between Sales, Marketing, Customer Support, Operations and IT to deliver new value to the customer. You need to leverage mobile phones and tablets with geo-location to drive innovative services. You need to enable your products to interact with your customers in creative ways that drive loyalty.

Considerations in building a social enterprise

• Where are all interaction points between the customer and company?
• Do the technologies and processes support these interactions?
• Can you define, measure and report on key metrics?
• Is the customer and company ready/willing to embrace change?

Contact Astadia to learn how we can help you unleash the power of the social enterprise with our full suite of services including CloupMap strategy workshops, Social Media monitoring and engagement with Radian6, Service and Sales Cloud implementations, application development (including mobile), and our integration/data service.