Some of those people are your customers or potential customers, and some of the conversations are about your company and about your product.
These conversations can be a rich source of product requirements. If you listen and react, you stand to improve your product and your internal/external customers’ satisfaction. Social Media can help you listen. Agile Product Development can help you react.
Customers use these public and company forums to seek help and share information. Using Social Media Monitoring techniques and Social Analytics allow you to extract requirements or respond to urgent issues resulting from these conversations. Agile Product Management processes can then pick these up and feed them directly into the product development life cycle. These techniques can also be applied to other Social Media channels such as micro blogs and social networks.
Implementing a successful Social Media strategy requires a long-term commitment, so ensure that you blog and tweet frequently, monitor your channels and respond to as many questions and enquiries as you possibly can.
Engaging with your customers through social media is a MUST.