What are they key elements that make up a successful Social Business Collaboration strategy? How should your organization prepare before rolling out a new social business process? We have some suggestions.
What was said or doneThis comes from the “customer” in the image but in the whitepaper we explain that this doesn’t have to come from the customer it can pretty much come from anyone. This piece should be pretty self explanatory.Where it was saidWe’re talking about the specific channel here, was it on a blog, in person, via email, etc. It’s important to know where “it” was said so that you will know how and where to respond.IntentCrucial yet difficult to understand. Essentially this deals with trying to figure out why the person said what they said, this will never be perfect as it deals with emotions.What I knowThis is the data/information piece that asks the organization “what do you know about your customer?” It’s verified factual data that should not be up to interpretation. This also includes social data.Once you have all these pieces in place or at least have an understanding about them then you can move onto the next piece.Business rulesThe rules essentially govern what the response is going to look like. Every organization will have its own set of business rules that will govern what the next steps should look like.ActionFinally we are left with “action,” as in, now what? Now that you have all of this information and you have gone through your business rules what do you do (or not do)? This can be broken down into two areas, internal or external (and oftentimes both).Again, we tried to keep this simple as possible and hopefully it makes sense.