Bertrand Duperrin's Library tagged dell → View Popular, Search in Google

Jan

2011

From Community Management to Command Centers

"Community management is indeed a critical role in any fledgling social or adaptive business. Monitoring keywords provides us with invaluable insights that reveal the sentiment, volume and reach of activity within our markets. Identifying, tracking, and engaging customers and stakeholders helps us cultivate rewarding communities measured by loyalty and advocacy. Listening to conversations provides us with an opportunity to feel what people are saying and the experiences they’re sharing. If we pay attention, we can surface the ideas and touchpoints that gives us purpose and provide us with opportunities to earn relevance.

Over the years, the role of the community manager has evolved. What started as a gateway to surfacing the conversations related to brands in the emerging conversational landscape, evolved into something far more sophisticated. And, we’re just getting started."

www.briansolis.com/...-management-to-command-centers

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communitymanagement adaptivecasemanagement adaptivebusiness conversations socialswitchboard collaboration commandcenters socialcrm dell gatorade feedback customerfeedback

This new obligation only intensified as social media moved from digital outliers to the mainstream. Now, some of the socially vulnerable brands in the world require a mission control not unlike what we envision when we hear those two words, “mission control.” The difference is that this new infrastructure is designed to ensure positive brand experiences as well as the impact of real-time brand democracy.
We are now moving from the era of community management to fully fledged command centers.
5 more annotation(s)...
- Dell is years into designing both a social and adaptive business. With the recent launch of its Social Media Listening Command Center, customers officially become part of Dell’s value proposition.
- In December 2010, CEO Michael Dell and CMO Karen Quintos officially launched the company’s Command Center as the operational hub for listening and engagement across all social media, globally. Dell made its name in social media by responding to customer problems.
- According to Dell, the Social Media Listening Command Center tracks on average more than 22,000 daily topic posts related to Dell, as well as the mentions of Dell on Twitter that have a reach greater than the circulation of the top 12 daily newspapers in the United States.
- More importantly, it’s about learning and changing based on repeat feedback.
- Before we can collaborate externally, we have to collaborate within. This is also about efficiency and cooperation where it hasn’t really existed before. We are now creating feedback loops wherever touchpoints and intelligence are active and brewing.

Oct

2008

Why Dell.com (was) More Enterprise 2.0 Than Dell IdeaStorm

I define Web 2.0 as the design of systems that harness network effects to get better the more people use them, or more colloquially, as "harnessing collective intelligence." This includes explicit network-enabled collaboration, to be sure, but it should encompass every way that people connected to a network create synergistic effects. So let's take Google:

radar.oreilly.com/...ot-com-is-more-enterprise.html

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web2.0 O'reilly definition collectiveintelligence system networks synergies dell ideastorm