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After my stint presenting the 33 Digital bit of Social Media Week last week, I got into two separate conversations about social media monitoring tools for teams.
Specifically, people in large organisations are looking for a killer product with good workflow management. They’re big enough to need whole teams of people to share the duty of responding to customers via social media. An essential feature is the ability to assign ownership when there’s follow-up required.
One person shared their current shortlist: SM2, CoTweet and truPulse were all being considered.
Reasons for growing demand?
- As soon as different work patterns and physical sites are involved you’ll need a system that can deliver good results for your customers.
- Good companies appreciate how important social media is for ongoing relationships, rather than looking to simply milk the platforms for marketing promotions. With my ‘consumer’ hat on, I’m happy because we use social media to share and solve problems, not listen to a sales pitch.
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