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Summary

As the business use of social media has matured over the last 12 months, companies have begun to realize that enterprise employee collaboration tools and customer-facing social media channels, such as online customer communities, are not, and should not be, mutually exclusive. For a company to truly realize the benefits from a social media initiative, the metaphorical wall that has traditionally existed between the internal and external use of social media must be removed to create a fluid conversation between a business and its customers. A unified flow of information between customer-facing social media solutions and workforce collaboration tools presents end-user companies with a rather unique value. They now have the ability to align social media initiatives to solve major business challenges, while at the same time improving the overall customer experience.

With the March 10, 2009 public release of its latest Social Business Software (SBS), Jive Software has identified four interaction "centers" that drive social capital from integrated employee and public marketplaces. By providing organizations with a centralized view across employee, customer, and partner interactions, Jive 3.0 is an integrated social business software platform that collects and delivers robust content in an intuitive interface. Now the question is, are companies ready?

© 2009 Aberdeen Group
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Aberdeen Group

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