When Commanding the Stage Means Passing the Mic
How amplifying the voice of the consumer can add value to your organization

Virtually all organizations are realizing the importance of customer engagement. But in order to benefit, we must subscribe to the idea that consumers really can add value to our organization. And sometimes, that means removing the notion that we are the experts in exchange for the belief that we can learn a thing or two from our customers. The collective intelligence of the communities we serve is largely an untapped asset - a stream of valuable input that can help improve the decisions we make and shape the products we sell. This book explores the value of many - and the role that customer engagement will play in shaping the future of our businesses, our government, and our economy. 

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Not all Communities are Created Equal
The 5 things you need to know to get people to your online community...and keep them there

Online communities that are created to deliver business results are not a mere aggregation of crowds. Communities are much more thoughtful and constructive. They are places where the objective is to accomplish something; where members seek to improve their lives and the lives of others. This paper explores the differences between creating crowds versus building high-value communities, and outlines five characteristics that are necessary to sustain participation and deliver results for your organization. Customer success stories are explored, as well as examples of online communities that successfully demonstrate these five characteristics.

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Risky Business
How SaaS solutions can protect your online community’s valuable information and assets

When you decide to unlock the power of enterprise social networks, you unleash not only the potential value, but also the potential hazards. Leaving your online community conversations or documents within the reach of hackers, or storing valuable company data in weak server systems are only some of the risks presented by the new era of social networking. This paper explores the many security risks that are alleviated by a powerful Software as a Service (SaaS) solution and also provides an analysis of the build versus buy decision.

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CRM: It’s time to stop talking to them and start conversing with them
Integrating enterprise social networks to create conversation through customer engagement

Today, brands that depend on consumer loyalty and trust are beginning to understand the need to share control with a tech-savvy, eager community of customers who are seeking opportunities to participate in the brands they care about. At the same time, social media has emerged as a disruptive force in the world of commerce. This paper will explain how the integration of enterprise social network solutions can help organizations leverage this new world through existing CRM systems, enabling the next generation of CRM 2.0 to engage the social customer.

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