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		<title>Is it Time to Add Google+ to Social CRM Tools?</title>
		<link>http://www.mcsresults.com/is-it-time-to-add-google-to-social-crm-tools/</link>
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		<pubDate>Fri, 22 Jul 2011 07:00:00 +0000</pubDate>
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		<description><![CDATA[The meteoric rise of Google+ means it&#8217;s only a matter of time until social CRM and social media monitoring tools begin tracking the service. Google&#8217;s (NASDAQ: GOOG) might has been clearly demonstrated recently, with its Google+ social network closing in on 20 million users sharing more than a billion items a day in the first [...]]]></description>
			<content:encoded><![CDATA[<p>The meteoric rise of Google+ means it&#8217;s only a matter of time until social CRM and social media monitoring tools begin tracking the service.</p>
<p>Google&#8217;s (NASDAQ: GOOG) might has been clearly demonstrated recently, with its Google+ social network closing in on 20 million users sharing more than a billion items a day in the first few weeks of operation. The fact that the service remains invitation-only and is still in a test phase further emphasizes that Google cannot be ignored in the social media space.<br />
&#8220;If users are already using Google for something, the hooks already exist to tie in to Google+,&#8221; said Gartenberg.</p>
<p>So can Google+ topple the giant?</p>
<p>&#8220;Things change quickly in the social space, and remember that MySpace ruled not so long ago,&#8221; said Gartenberg. &#8220;This is a big opportunity for Google if it executes.&#8221;</p>
<p>Coming soon: Google+ monitoring and analytics<br />
Gartenberg expects vendors to begin adding Google+ to their social media monitoring, social CRM and social analytics tools. He said to watch out for a flurry of announcements as companies vie to be first to market.</p>
<p>CRM analyst Paul Greenberg concurs.</p>
<p>&#8220;Because it&#8217;s early on, the conversations may be raw and a little less focused than in a more established social network, but ultimately who cares?&#8221; said Greenberg. &#8220;If it&#8217;s a significant source of discussion/conversation concerning a brand or products or trends, then it needs to be covered by the tools.&#8221;</p>
<p>Exactly how it will be tracked, though, remains to be seen. Greenberg said part of it depends on what Google+ allows beyond the firewall. The company may choose to retain that data internally, only make it available to certain sources or preferred partners, or release it broadly. Time will tell.</p>
<p>&#8220;I expect it to be tracked like Facebook, Twitter and LinkedIn this year, though on a smaller scale than the other three,&#8221; said Greenberg.</p>
<p>Sage is one of the many companies paying close attention to the Google+ phenomenon</p>
<p>&#8220;Google was almost anti-social before,&#8221; said Gartner analyst Michael Gartenberg. &#8220;The company has been very much behind in social media, but has shown they can create a compelling environment that will most likely give Facebook a run for its money.&#8221;</p>
<p>He called the company&#8217;s previous efforts via Buzz a disaster. Tied in to Gmail, it was almost universally reviled. But by taking its time, learning from its mistakes and analyzing the strengths and weaknesses of the competition, Google+ has emerged as a power to be reckoned with, said Gartenberg.</p>
<p>Recruiters love Google+ Circles<br />
One big failing identified in Facebook, for example, is the ability to easily separate friends into different circles. Most users end up posting everything to everyone — political, sporting and religious postings going to all friends rather than the smaller subsets to which the message applies. Google+ Circles is an attempt to address this.</p>
<p>Online recruiters are already singing its praises as a way to find candidates. They see it as enabling rapid search of profiles, as well as organizing them into relevant Circles. As Google+ indexes the entire profile, keyword searches can be fruitful.</p>
<p>By tying this new service into the many existing well-subscribed Google tools and apps, Google+ could see a meteoric rise, especially once Google starts actively marketing the service.</p>
<p>&#8220;It&#8217;s clear they have been testing this product internally for quite some time and have also learned from their previous social efforts such as Buzz and Orkut,&#8221; said Greg Tirico, senior social media manager for Sage North America. &#8220;As a field test product, this is more than an excellent start for Google.&#8221;</p>
<p>What he likes, in particular, is the user interface. He calls it clean, simple and easy to understand. He&#8217;s also a fan of the Circles feature. He&#8217;s uncertain, though, about how it will fit into the grand scheme of monitoring and analytics.</p>
<p>&#8220;Until a proper API is released, I would be cautious about the monitoring and tracking that is being done,&#8221; said Tirico. &#8220;Without an API, we are limited to screen scraping and other less than exact methods for collecting data.&#8221;</p>
<p>He pointed out that SocialStatistics.com is already doing a good job of tracking growth and demographics for early adopters. That site is running an opt-in program, but the data seems to be able to be used reliably as a proxy for overall Google+ use. The site accurately predicted the 10 million user mark, for instance, before Google formally announced it during their most recent earnings call.</p>
<p>Tracking, though, will be limited until an API is forthcoming. In the meantime, it is only possible to track sentiment about Google+ and thoughts around the use of the tool using a standard analytics package.</p>
<p>&#8220;I suspect that Google+ business accounts will need tracking information,&#8221; said Tirico. &#8220;Google has recently accelerated the application process for business accounts, so tracking (or an API) are probably not far off. If Google+ is not being properly tracked through an API in less than one year, I will be very surprised.&#8221;</p>
<p>As for overall market evolution, he believes there is enough room for Twitter, Facebook and Google+ to grow together. As they grow, more defined roles will become clear for each of the networks.</p>
<p>&#8220;Google does not have to kill an existing social network in order to grow share and reach critical mass,&#8221; said Tirico. &#8220;Facebook could perhaps be limited to personal relationships, </p>
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