Week 6: Social Business Agility


Based on your reading of Chapters 17, 18, 19, & 20 of the text including the “Unit Five Closing Case One” entitled Twitter, discuss how this social network can be used to improve the C-Commerce processes for tracking project status of a Cloud-based collaborative marketing campaign. Be sure to incorporate your personal experience and any learning regarding the Customer Experience Management lifecycle.

My Response:

Twitter excels at being an almost real-time notification system. I don’t personally use it, but I’ve seen organizations leverage Twitter to communicate important business critical status updates pertaining to website availability, network infrastructure upgrades and product recalls.

Any collaborative process, involving multiple entities and individuals, could definitely use Twitter to create an almost real-time status notification system. I can see how a collaborative marketing campaign system could integrate with a “universal” twitter account that would automatically notify all the involved parties of key campaign milestones. In addition to internal milestones, Twitter could also be leveraged to communicate external milestones that revolve around twitter reactions to the campaign in question.

Baltzan, P. (2015). Business Driven Technology (6th ed.). New York, NY: McGraw Hill Education.