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This year social media has been a huge topic on this site and others. "Social CRM" has been a hot topic for debate, including how it relates to "Enterprise 2.0."

But after returning from the recent Enterprise 2.0 conference and observing, Where is the Customer in Enterprise 2.0?, I wondered just how prevalent these terms really are.

Fortunately, Google has a app for that! Here are a few charts that illustrate trends for both searches and published content, courtesy of Google Trends.

thecustomercollective.com/...43536 - Preview

enterprise20 crm socialcrm google trends erp socialmedia

Basically, we have stripped away as many opportunities to listen directly to the customer as possible – pushed them away from identifying with our businesses and value propositions. When customers want advice and want answers and want to vent – where do they go? To their peers. They Tweet. They post. They blog. They SMS. They post YouTube content about your horrendous service.

And then we wake up and say: ‘We should be listening to all of this chatter. We should participate, or analyze, or manage, or enable dialogue.’ It is a bit ironic that we focused intense effort on lowering costs through extreme self service, draining away our ability to listen, and now that we achieved what we set out to achieve we want to go back to the beginning and learn to listen.

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social crm twitter socialmedia blogs customers

With Dave sitting at a nexus which includes the one of the world’s largest innovators and marketers (P&G), the wider technology community and a marketing world being reshaped by social media, I wanted to get his perspective on innovation and learn how is his own social media efforts keep him Smart.

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socialmedia marketing p&g technolopolgist

The fact that students today almost always write for an audience (something virtually no one in my generation did) gives them a different sense of what constitutes good writing. In interviews, they defined good prose as something that had an effect on the world. For them, writing is about persuading and organizing and debating, even if it's over something as quotidian as what movie to go see. The Stanford students were almost always less enthusiastic about their in-class writing because it had no audience but the professor: It didn't serve any purpose other than to get them a grade.

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blogging writing education socialmedia social media skills

Incentives are a commonplace to game designers and developers. They are a means of designing activity to support goals and to motivate users. They are not events, which are those things that happen during game play and to which which users must react. We tend to think of incentives as those design elements that draw out, or appeal to a user’s interests, reasons, and motives. Design aspects that the user can anticipate, expect, and organize his or her activities around. We think of incentives as designed into a game, site, or service. But they are really, actually, in the user. They work because they incent (incentivize) the user’s incentives.

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incentives socialmedia social media rewards

The data was crystal clear: Companies that blog have far better marketing results. Specifically, the average company that blogs has:

* 55% more visitors
* 97% more inbound links
* 434% more indexed pages

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marketing blogging social media socialmedia seo

Not surprisingly the firms with strong discussion forums were up in the 30% range, while those with young blogging efforts were down in the 15% range, though across the board the interviewees reported growing traffic. In addition much of that traffic has been coming from organic search, bringing new visitors to the site, associating the firm’s content with valuable keywords like “steel pricing”, and generally raising the SEO of the site at large.

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seo social media socialmedia marketing community

In fact, the answer may surprise you. There are business-to-business companies that are utilizing the social web to find customers, to build up a reputation, and to get the upper hand on landing the big deal. There’s a great deal that social media offers to the non-consumer business.

mashable.com/...social-media-enterprise - Preview

marketing socialmedia enterprise20 b2b reputation expertise

And they make a persuasive case. Goldenberg and Levy say that while it is just as easy to email somebody who lives on the same street as somebody on other other side of the world, it turns out we have a huge preference for sending messages over shorter distances.

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email socialmedia global village proximity

A new report by Josh Bernoff of Forrester Research states that usage of social technologies increased markedly in 2008: three in four US online adults now use social tools to connect with each, up from 56% in 2007. According to the report, the largest growth came from ratings and reviews, "voting" on websites, and user-generated video. Blogging and tagging were also popular.

Forrester predicts that if growth of ratings and reviews continues at its current pace, then "reading peer recommendations will fast become a permanent stage in the purchase decision process."

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web2.0 social media socialmedia adoption

You’d think Knowledge Management (KM), that venerable IT-based social engineering discipline which came up with evocative phrases like “community of practice,” “expertise locater,” and “knowledge capture,” would be in the vanguard of the 2.0 revolution. You’d be wrong. Inside organizations and at industry fora today, every other conversation around social media (SM) and Enterprise 2.0 seems to turn into a thinly-veiled skirmish within an industry-wide KM-SM shadow war. I suppose I must be a little dense, because it took not one, not two, but three separate incidents before I realized there was a war on.

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enterprise 2.0 enterprise2.0 km social media socialmedia

Webinar by Josh Bernoff on how to turn social media into innovation. Focuses on customer involvement in the innovation process.

www.greyreview.com/...dia-on-innovation-josh-bernoff - Preview

enterprise 2.0 enterprise2.0 innovation social media socialmedia

blog.holtz.com/...and_b_to_b_made_for_each_other - Preview

enterprise2.0 socialmedia blogs

www.conversationagent.com/...why-corporate-s.html - Preview

enterprise2.0 blogging socialmedia adoption

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enterprise2.0 socialmedia adoption

What happens when employees start to get really comfortable with social media

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enterprise2.0 noise signal discovery socialmedia

nymag.com/47958 - Preview

socialmedia social.networks

Collection of social media marketing case studies

nowisgone.com/case-studies - Preview

socialmedia marketing web2.0 PR howto casestudy

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socialmedia seo marketing

Consumer reviews are also driving up conversions and improving customer loyalty, according to Bracewell-Lewis.

"This is true of practically every online retailer which has adopted the Amazon model of consumer-generated reviews within their sites," she

www.itweek.co.uk/...social-media-spurs-online - Preview

socialmedia marketing e-tail