Community Management Must Be Considered a Strategic Imperative #CMAD


Hats off to the team over at Get Satisfaction.  They just released a very cool infographic in light of Community Manager Appreciation Day.  Make no mistake, community managers must be considered a strategic imperative for business today as they do so much more than post content and respond to questions.

While many think “community management” is just a tactical job function, I believe that front-line community managers are actually driving social business adoption within their companies and/or for their clients.  Last year’s 2012 State of Community Management report clearly illustrates this point, and the report’s findings are probably even more relevant today than they were last year.

Community managers do more than just manage content calendars and respond to tweets/messages all day.  They are in the driver’s seat of deploying fully robust social CRM programs and are engaging with the customer every day.  They are working with technology platforms and making critical technical decisions.  They are gathering and reporting analytics and creating workflows and feedback loops with other internal teams, including customer support.  They are also advocating on behalf of customers back to the business, and on behalf of employees back to management for internal community initiatives.  They are doing it all, and it’s not easy.  Plus, they have so many hats.  So go give your community manager a hug!  He or she deserves it.


Reprinted by permission.

About the author: Michael Brito

Michael Brito is a Senior Vice President of Social Business Planning at Edelman Digital. He helps his clients transform their organizations to be more open, collaborative and socially proficient; with the end result of creating shared value with employees, partners and customers. Prior to Edelman, Michael worked for Intel and Hewlett Packard in various social media marketing roles. Opinions posted here are his own.

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