Andrew Jones is an analyst at Altimeter Group, where he focuses on social media management and cross-channel customer engagement. For the past three years, he has helped define the Social Media Management industry and worked on reports related to social management and measurement. Andrew has worked with dozens of clients to define social business strategy and advise on technology selection. Previously, he worked at digital agency iCrossing, now part of the Hearst Corporation, where he managed accounts for several Fortune 500 companies. Prior to iCrossing, Andrew worked at a series of technology, marketing, and research organizations. Andrew served in the Peace Corps, where he helped to develop infrastructure programs in a rural district between Costa Rica and Panama. He speaks German and Spanish and plays soccer. Recent research: Scaling Social Business: How Brands Manage Complex, Distributed Programs. Frameworks: Five Use Cases for Social Media Management.