Social media spans the whole gamut from marketing, PR, support, product management and sales through the entire organization. Social Media became the new way for higher integration with the market. It offers marketing departments a whole new opportunity to interact with the entire organization.
CIO or CMO?
In many of the larger organizations the CIO (Chief Information Officer) is busy taking care of network infrastructure, computing power, security, ERP systems and much more. And so it is actually the CMO who is weaving the network for the market interaction model that has just expanded like the big bang over the universe of a business. In other words the new CMO will gain significantly more influence and watch the business as a whole – no longer just from a promotional perspective.
What is the new CMO up to?
She or he is re-engineering their respective marketing organization. While in the past it was mainly about advertising, events, collateral material, brand development and PR a new very strategic function is entering the CMO office: Social Media Services for the entire organization.
Social Media Monitoring
Instead of just doing the nice charts from a brand point of view, why not providing all departments with the most up to date voice of customer. Providing insights for support, product management, sales, logistics, finance and whoever else is in touch with customers and prospects. Creating networked escalation procedures to fulfill an immediate response promise.
Read more »