[EN] IDC: 2013 – The Year of Customer, Employee, Partners and Supplier Online Communities – and integration


And in 2013, IDC found that online communities – be that customer, employee, partners and suppliers – has claimed the top spot. IDC analyst Michael Fauscette told MyCustomer.com that he wasn’t surprised by the survey findings: “A lot of companies we talk to are in the process of looking at it and doing something with communities.

“There’s a lot of value in the use of communities, particularly on the side with customer interaction,” he explains. “The idea that companies can build customer communities that can then be used for peer-to-peer support, which is of high value for the customer. It gets them really engaged with the company and helps the company either because it reduces the call volume into their customer support organisations or it changes the tenure of that so their customer agents can focus on more difficult problems.”

So moving forward, integrating these siloed networks into company culture and then integrating these employee network tools into customer communities will be the main trend this year.

via Online communities: Consolidate to avoid the social network sprawl.

Check out the whole interview with Michael Fauscette. Very interesting on the sprawl of internal (Enterprise) and external Social Networks.

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About StefanP.

Über mich … Marketing Lead Social Business für Europa bei der IBM, Journalist, Schreiberling aus Passion. Meine Blogeinträge sind mal deutsch, mal englisch und behandeln alles, was mich so beschäftigt: vom Beruf, meinen Interessen über Zitate und Beiträge, die ich bemerkenswert oder kommentierungswürdig finde. Meine bevorzugten beruflichen Themen unter http://digitalnaiv.com sind Social Business, Social Media, Marketing, Enterprise 2.0 und Collaboration. Neben DigitalNaiv schreibe ich auf http://silicon.de, im IBM BlueBlog, auf SocBiz.eu und an diversen anderen Stellen. Und natürlich bin auch als Vortragender unterwegs. Einige der Präsentationen sind auf Slideshare zu finden. Privat interessiere ich mich für Sport (Fußball und Tennis), Lesen, Politik und Kultur, Wein, gutes Essen und schöne Urlaub. Diesbezügliche Blogbeiträge werden ab Juli 2012 unter http://ei-gude-wie.com publiziert. DigitalNaiv.com konzentriert sich nur noch – in deutscher oder englischer Spracher – auf eher berufliche Themen. Die Beiträge repräsentieren meine persönliche Meinung und nicht die meines Arbeitsgebers. ————- About me … Marketing Lead Social Business for IBM in Europe, Writer and Journalist by heart. My blog entries are mixed in English an German, covering everything coming in my mind, quoting and commenting other entries or writing down my own thoughts. My prefered topics of interest in business and my professional career are Social Business, Social Media, Marketing, Enterprise 2.0 and Collaboration and I publish under http://digitalnaiv.com. Guest blogger on http://silicon.de, for IBM BlueBlog, on SocBiz.eu and some other places. And obviously presenting at events. Some of my presentations are available on Slideshare. Privately I enjoy Sports (football/soccer and tennis), Books and Literature, Politics and Culture, Wine and good food and – last but not least – nice places to go. From July 2012 on such blog entries are being published (in German language) under http://ei-gude-wie.com. DigitalNaiv is meanwhile more on professional topics and interests. The Blog entries represent my personal thoughts and not the one of my employer.