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2 responses to “What are Customers Looking for From Social Businesses?”

  1. Trevor Miles

    My take on the 2nd graphic is a little different, but my conclusion is likely very similar, namely that social CRM is less valuable than many would hope.

    My take on the 2nd graph is that there is potential for using social concepts in b2b. Angel Mendes of Cisco said in 2008 that Cisco had over 20,000 people actively working in their supply chain, only 2,000 of whom worked for Cisco. So while a lot of Enterprise 2.0 was (is?) focused within then enterprise, there is a big need to connect people along the supply chain. There are a whole host of reasons that score higher than ‘interact with brands’ that are work related, or could be viewed this way.

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