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You're now generating mountains of data with your social media efforts and your team has been producing actionable reports. But are your analytics tools properly analyzing all the data you need to?  Are you confident in the data you’re receiving?  And do you trust it to support critical business decisions?  What are the data most relevant to you, and how can you be sure your analytics are telling you the whole story? How often do you do check-ins to make sure the analytics tools you’re using aren’t using outmoded technology? And how do you decide when your analytics tools need a re-evaluation?

If it’s your responsibility to make sure the analytics tools your company uses are doing their job, this webinar archive is for you. Listen as our panel looks at what makes a valuable social media analytics solution and when it’s worth looking at other options. We discussed topics like:

  • What kind of ROI are you currently getting with your SMA tools? What could you be getting with others?
  • How do you determine confidence in your SMA tools? Have your SMA tools ever led to you making business decisions that didn’t work out as well as you’d expected?
  • What triggers a re-evaluation of your SMA solution?  
  • How efficient is your current system? Are you able to quickly and easily produce reports, or does it take a help desk request to get one done?
  • Does your current tool provide analysis of all the right data sources to provide meaningful analysis?  Or are you missing critical online sites that might paint a different picture?

About the Panel:


ImageKrissy Espindola is the Director, Knowledge Management & Social Customer Support, for T-Mobile. She joined T-Mobile in 2002 and is responsible for all internal and customer-facing support content, which spans the vast range of T-Mobile products and services. During her tenure, Krissy consolidated multiple content management systems, selecting a Social Business Software as T-Mobile's primary content collaboration platform and knowledgebase. Adopting a Social Business Software solution has reversed the flow of information at T-Mobile, enabling employees and customers to actively participate in the content creation process – delivering significant operational savings to the organization. Krissy also leads T-Mobile USAs customer support strategy and operations on T-Mobile branded social media channels.
ImageKim Celestre is a Senior Analyst, Social Marketing, at Forrester Research. Kim serves Marketing Leaders. Her analysis on social trends, issues, and best practices helps marketers create social strategies and tactics that increase customer value. Her research covers B2B and B2C marketing, with a specific emphasis on the use of social networks and online communities to  shape exploration and buying behaviors. Kim is an award-winning social media thought leader. She was a driving force behind Sun Microsystem's use of social media and listening platforms to drive awareness and technology adoption among the company's customers and developers
ImageTodd Wilms is the Head of Social Strategy for SAP and part of the Digital, Social, and Communities Leadership Team.  A 20 year marketer, he has held leadership positions at some of the world's best know brands like eBay/PayPal, Citrix Online, PeopleSoft, and agency GPJ.  He is an avid writer and contributor to platforms like Forbes, is widely quoted in major media, and is a frequent speaker and university guest lecturer around the globe.  He is a board member of The Online Marketing Institute and was a previous board member of the Multiple Sclerosis Society of Northern California. He lives in the San Francisco Bay area with his wife and two young boys, where he is seriously considering getting a dog.

ImagePaul Dunay, moderator, is an award-winning B2B marketing expert with more than 20 years’ success in generating demand and creating buzz for leading technology, consumer products, financial services and professional services organizations. Paul is the Global Vice President of Marketing for Maxymiser, a leader in web optimization and analytics, and author of five “Dummies” books: Facebook Marketing for Dummies (Wiley 2009), Social Media and the Contact Center for Dummies (Wiley Custom Publishing 2010), Facebook Advertising for Dummies (Wiley 2010), Facebook Marketing for Dummies 2nd Edition (Wiley 2011) and Facebook Marketing for Dummies 3rd Edition (Wiley 2012).