Collaboration Meets Community Platforms

• Published in: Customer relationship management (Malibu, Calif.) Vol. 17; no. 6; pp. 32 - 36
• Main Author: Liyakasa, Kelly
• Format: Magazine Article
• Language: English
• Published: Medford Information Today, Inc 01.06.2013
• Subjects: Automation; Collaboration; Communities; Community centers; Computer platforms; Cost engineering; Customer services; Lithium; Marketing; Microorganisms; Platforms; R&D; Research & development; Research and development; Search engines; Social networks; Software services; Virtual communities; United States > US
• ISSN: 1529-8728; 2169-043X

While social media and microblogging sites such as Facebook, Twitter, and Tumblr have amassed millions of users, they're not the only social communities organizations are eyeing. Even before today's most popular social networks picked up steam, companies such as Jive Software and Lithium Technologies were creating enterprise-class social networks and communities. Similarly, Microsoft SharePoint, Yammer (which was acquired by Microsoft last year), Tibbr, IGLOO, and Salesforce.com Chatter sought to socialize enterprise interactions, essentially modernizing the corporate intranet. Today, enterprise social networks are becoming the nerve center for sales, marketing, customer service, and research and development departments. More companies are blending social business platforms with customer and partner service capabilities, thanks to recent product developments from social community platform providers. These developments are a boon for cost-conscious executives as they reduce costly email and telephone support interactions. Plus, customers benefit as well-the more subject matter experts who can rally around a customer case, the better the chances for a speedy resolution.