Teleconference: 5 Best Practices For Customer Service Social Media

If you are wondering who's doing what and how they they are doing it... this is the teleconference for you!

TIME: 1-2PM EST (11-12 AM PCT)

Register: Best Practices Of Customer Service Social Media and The ROI

Overview: As more and more customers are using social media to interact — or worse yet to trash a brand because of poor customer service interactions — customer service professionals need to understand how best to lead and deploy social media for their department as well as their firm.

In building the ROI model for customer service social media, I talked with 20 companies that have deployed social media and the result was five best practices. While there are many things to consider, these best practices provide a framework to begin engaging customers in social media, to determine an ROI and transform the customer experience.

Agenda: Forrester's interviews with savvy executives found that smart companies use five emerging best practices:

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Five Strategies for Customer Service Social Media Excellence

Natalie L. Petouhoff, Ph.D. By Dr. Natalie Petouhoff

Hot off the press... Five best practices for social media in real companies!


As consumers are rapidly adopting social media to voice their disdain about companies, many of my clients are wondering how best to harness the power of the "cloud" to transform those customer experiences. In developing the ROI of Customer Service Social Media, I interviewed a lot of end-user companies. I used that information to look for trends for benefits, costs and risks.

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Planning Your 2010 Budget For Web Site Improvements? Read this first.

Megan Burns

Megan Burns [Posted by Megan Burns]

Now's the time when many of my clients start fleshing out plans for 2010 and putting together the business cases to pay for it all. And they’re telling me they need help. This year’s funding process will be tougher than ever thanks to the economy, so it’s important to make your business case not just good, but great. I’ve compiled a list of the research we've written over the last 2 years that sums up how to do that:

How To Get Funding For Web Site Improvements


This is our foundational report on what makes a business case great.

Top Decision Criteria for Execs Who Approve Web Customer Experience Budgets

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What Do Swedish Putty And Product Demos Have In Common?,

Ellen Carney

Ellen Carney [Posted by Ellen Carney]

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IT To BT Transition: Threats And Opportunities For CIOs

George Lawrie

Forrester has published extensive research about the transition from IT to BT, but two recent announcements demonstrate the threats and opportunities for CIOs:

As IT becomes the sole means of standardizing and executing functions as diverse as logistics and customer service, CIOs should keep in mind that:

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SAP and TIBCO? Too Juicy Of A BI Rumor Not To Comment On

Boris Evelson

Boris Evelson By Boris Evelson

I typically don’t like to comment on rumors, but this one is too juicy (from the BI point of view) to pass by. Even though TIBCO’s business is primarily in application and process integration, enterprise service bus, middleware, messaging, etc., Business Intelligence implications of the rumored SAP/TIBCO merger are huge! By acquiring TIBCO SAP will get:

 

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B2B Marketers: Where Are Your Groundswell Award Submissions?

Laura Ramos

Laura Ramos [Posted by Laura Ramos]

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B2B Marketers: Where Are Your Groundswell Award Submissions?

Laura Ramos

Laura Ramos [Posted by Laura Ramos]

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ComplianceOnline Offers Preview Of Real B2B Community Potential

Laura Ramos

Laura Ramos [Posted by Laura Ramos]

In my last post, I steered B2B marketers away from building social
destinations focused on their products and services by suggesting they
participate in open, social networks before jumping on the community
bandwagon. I do think there is a place for B2B communities, but these
sites need to focus truly on the community first, not trying to sell a
firm’s wares.  Case in point: ComplianceOnline.

I wrote up how you can can use ComplianceOnline's model to build an online community serving the needs of your firm in a recent report.  I found that B2B marketers can learn how to build a successful B2B community by
following three key lessons: Gather the best content, encourage the
community to vet and contribute to it, and give members equal
opportunity to engage with potential buyers who visit.

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Are you addressing the next big thing in mobility – the Mobile Wannabe segment?

Michele Pelino

Michele Pelino [Posted by Michele Pelino]

We are all familiar with the story – mobility is hot and is taking root within firms of all sizes. Why? Mobility solutions improve employee productivity and efficiencies. However, the down economic environment has changed corporate priorities. It is no surprise that our data shows that cost cutting activities for telecom data center, and servers dominate initiatives for the next year. See the report: Demand Insights: Enterprise Mobility 2009 for more information. 

But, there is another story. We found that nearly 35% of companies identify offering more mobility support including deploying mobile applications and mobile devices as a critical or high priority for their companies in the coming year. This is not shabby during these difficult economic times.

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