Finding the Value in Social Business

Our new survey results suggest that companies are starting to derive real value from social business tools. But that value is concentrated most strongly in companies that have reached a certain level of sophistication in their social business initiatives.

Gerald C. Kane, Doug Palmer, Anh Nguyen Phillips and David Kiron

March 18, 2014

T-Mobile USA, a provider of wireless voice, messaging and data services based in Bellevue, Washington, started its social business initiatives in much the same way as many other companies — adding a Facebook presence, monitoring mentions on Twitter and engaging with customers on social media. But today, as T-Mobile is changing its business model and business processes — CEO John ...