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Principal of Chess Media Group, a social business consultancy. Jacob works with mid and enterprise organizations on developing customer and employee engagement strategies. He is also the co-author of Twittfaced, a social media 101 book for business. Jacob authors a Social CRM and Enterprise 2.0 blog.

One response to “The ROI of Enterprise 2.0 and the Value of Intangible Assets”

  1. Doug Hadden

    One problem with ROI to determine value of leveraging new tech tools is that the metrics are often based on previous technology, so aren’t measuring the right thing. ROI s also a linear cause/effect otion. Social media operates in a network.