Interesting research out of Forrester Research by Charlene Li & Josh Bernoff entitled “Social Technographics” in which they assert some interesting observations.
Not the least of these is that the customer base should define the approach, and not vice versus as tends to be the case and to which I’m inclined to agree. Too often, the shiny stuff is the stuff we put forward because it is, well shiny. And it may well be enduring in the end, but we let the tool define the strategy versus the customer.
