March 2009 Archives

Satmetrix Releases NPS Benchmarks

Satmetrix has released its 2009 Net Promoter Score rankings in financial services, telecommunications, technology and online services industries.

Software Updates, 27 March 2009

Recently announced software updates:

Upcoming Events, 27 March 2009

29 March 2009 (Shanghai) - Workshop on Modeling, Managing, and Mining of Evolving Social Networks (M3SN). In conjunction with the 25th International Conference on Data Engineering ICDE’09.

4 April (Paris) - E-reputationCamp, 12:30 PM at La Cantine. Registration, wiki and Facebook group.

InsideView is presenting a series of free webinars.

  • 7 April - "Value Selling with Sales Intelligence: The Key to Sales Survival in a Downturn," with Alex Jeffries
  • 21 April - "Sales 2.0: Improve Business Results Using Innovative Sales Practices and Technology," with Anneke Seley
Satmetrix is presenting a series of free webinars. All events start at 1:00 PM EDT (GMT -4).
  • 9 April - "Acting on Customer Feedback Results in Increased Net Promoter Scores," with Symantec's Desiree Madison-Biggs
  • 22 April - "Creating the Ultimate Customer Experience," with Laura Brooks
20–24 April, 2009 (Madrid) - 18th International World Wide Web Conference (WWW2009)

23 April (London) - MeasurementCamp, 10:00 AM. Location TBD.

3 June (Washington, DC) - PR Measurement Conference

The Conference Board recently released Managing Reputation Risk and Reward, which is based on a survey of 148 risk management executives of major corporations (via Leslie Gaines-Ross). Among its findings: while 82% of respondents say their companies make substantial efforts to manage reputation risk, most don't think social media have a large impact on reputation, and they're not doing much to manage their reputations online.

Software Updates, 20 March 2009

Recently announced software updates:

  • Brandtology
    Simplified Chinese, UI, chart/data export, search and reporting enhancements.

Clarabridge announced Clarabridge Smart Response, an automated customer response management system based on Content Mining Platform, the company's text analytics platform. The new system analyzes customer communications from a variety of sources, including social media, and responds automatically or escalates to human agents when required.

The company says Clarabridge Smart Response will be integrated with Oracle’s Siebel CRM this fall.

Trustworthy launched at SXSW this week. The new service combines the alerts, analysis and reporting of SMA with a customer service component—a human response by Trustworthy staff, connected to the client's customer relationship management (CRM) system. Company founders are connected to Real Pie Media, a Los Angeles interactive agency.

Aberdeen Group released a new report, The ROI on Social Media Marketing: Why it Pays to Drive Word of Mouth. The report, sponsored by Visible Technologies, outlines social media marketing practices used by companies with the strongest results from their marketing activities.

The report is free until 1 May.

Upcoming Events, 13 March 2009

18 March - Visible Technologies is presenting a free webinar, Realizing the Social Media Dream: Achieving Marketing ROI by Harnessing the Power of Word of Mouth, 12:00 PM EDT. Jeff Zabin will discuss results from the recent Aberdeen Group report on the topic.

InsideView is presenting a series of free webinars.

Satmetrix is presenting a series of free webinars. All events start at 1:00 PM EDT (GMT -4).
  • 25 March - "Economic Value of Word Of Mouth," with Vince Nowinski
  • 9 April - "Acting on Customer Feedback Results in Increased Net Promoter Scores," with Symantec's Desiree Madison-Biggs
  • 22 April - "Creating the Ultimate Customer Experience," with Laura Brooks
25 March (London) - MeasurementCamp, 10:30 AM at Dare Digital.

26 March - J.D. Power & Associates is presenting a free webinar, The New Math: How to Leverage Social Media for Consumer Insights , 1:00 PM EDT (GMT -4). BusinessWeek marketing reporter Burt Helm will moderate a discussion with Stephen Baker, author of The Numerati, and J.D. Power's Janet Eden-Harris.

29 March 2009 (Shanghai) - Workshop on Modeling, Managing, and Mining of Evolving Social Networks (M3SN). In conjunction with the 25th International Conference on Data Engineering ICDE’09.

20–24 April, 2009 (Madrid) - 18th International World Wide Web Conference (WWW2009)

Networked Insights announced a partnership with Jive Software on Jive Insights, a new feature in Jive's updated enterprise social computing platform. Social Business Software 3.0 uses NI's SocialSense technology to deliver content and behavorial analysis based on community interactions within the platform.

  • press release (PDF)

VibeMetrix has launched AlertRank, a web-based service that adds reporting and analysis capabilities to the web monitoring of Google Alerts. The system ranks and filters items using a quality score, providing results in email, RSS and a web interface. Daily Excel exports are available, and analytics modeled on Google Analytics generate reports in PDF format. The service emerges from a private beta that began in January.

AlertRank will compete with BrandsEye and Trackur in the meta-search-based online reputation manager segment. AlertRank is priced at $29.95 per month, and the company offers a free, 10-day trial.

Nielsen released Global Faces and Networked Places, a report from its year-long study of "member communities" (social networking sites and blogs) worldwide. The report focuses on the growth of social networks, with perspectives on specific national markets and pointers for advertisers and publishers.

Upcoming Events, 6 March 2009

Satmetrix is presenting a series of free webinars. All events start at 1:00 PM EST (GMT -5).

  • 12 March - "Making Your Customer Engagement Program Pay," with Tom Kehler
  • 25 March - "Economic Value of Word Of Mouth," with Vince Nowinski
  • 9 April - "Acting on Customer Feedback Results in Increased Net Promoter Scores," with Symantec's Desiree Madison-Biggs
  • 22 April - "Creating the Ultimate Customer Experience," with Laura Brooks
InsideView is presenting a series of free webinars.
25 March (London) - MeasurementCamp, 10:30 AM at Dare Digital.

29 March 2009 (Shanghai) - Workshop on Modeling, Managing, and Mining of Evolving Social Networks (M3SN). In conjunction with the 25th International Conference on Data Engineering ICDE’09.

20–24 April, 2009 (Madrid) - 18th International World Wide Web Conference (WWW2009)

Software Updates, 6 March 2009

Recently announced software updates:

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