Social Business – Going from Qualitative to Quantitative

Steve Farnsworth's Old Blog

Social Business Study

In many organizations social business seems like a qualitative exercise. They think, “We need to do this because it will make our organization work better together.” Ed Brill says this perspective would be short-sighted.

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★ Social Business – Going from Qualitative to Quantitative

Social Business Study

IBM decided to put some quantitative data around social business to find out if social was helping them as a business. Like most organization IBM has inside sales, which they call Teleweb since they use phone, email, etc. talking to customers. So, they decided to take a closer look at their Teleweb team and ask, “When using social, are they demonstrably more successful?”

IBM had Rutgers and Duke researchers come in, set up control groups, and then track metrics. They found the Teleweb team that used a combination of public social tools and internally deployed tools, like IBM’s…

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