When Real-Time Isn’t Fast Enough by @jowyang


via ustream.tv

This is a video of Jeremiah Owyang, who is a Partner at the Altimeter Group, a strategy consulting firm. The other day he gave a presentation at LeWeb, Europe’s largest internet conference. The points that he makes are quite interesting. Below you can find a brief summary of my notes.

1) Start listening now, and quickly offer social personalization features

  • Include contextual information based on social profiles
  • Allow access to services such as FB connect, analyze behavior, and customize the product offers accordingly

2) Develop an unpaid army of advocates who can respond when you’re not there

  • Work with customers and evangelists and use them as an unpaid R&D team
  • Give them recognition and access to exclusive information, not cash

3) Start to invest in systems –like social CRM– that can support the overall strategy

  • Integrative strategy counts; all customer data needs to be stored in one location
  • Future: match Twitter and other accounts with trad. CRM systems and detect customer problems as they occur

If you would like to have a look at the entire presentation, check Jeremiah’s blog.

Published by

David Wagner

Post Doc/Assistant Professor, Digital Strategy & Innovation, German Graduate School of Management and Law (GGS)

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