Case Study #1: How ACT! by Sage Software Transformed the Customer Experience By Social Media

The First Case Study in the Series About How to Deploy Customer Service Social Media!

When I published the ROI of customer service social media, everyone had asked me - who is doing social media and what are they doing. To help those who haven't started down the social media path, I put together the 5 Best Practices of customer service social media. That doc is chocked full of ideas you can use today. And to provide more details on how companies have accomplished their goals for social media, I also decided to publish a bunch of case studies! ACT! is the first of many! I hope it helps you to get a better idea of how valuable social media is and its bottom-line affects!

Who is Sage and What Did They Want to Accomplish With Social Media?

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Financial Services Brand Series Live!

Ronald Rogowski

Ron-Rogowski [Posted by Ron Rogowski]

I wanted to alert our readers to a new series of research recently published on our Web site, called “Best And Worst Of Financial Services Brand Building Web Sites, 2009.”

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To Tweet Or Not To Tweet - That's the Question

Reineke Reitsma

Reineke Reitsma [Posted by Reineke Reitsma]

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Case Study #2: How Lenovo Implemented Customer Service Social Media Best Practices

The Second Case Study on Customer Service Social Media: How To and The Results...

This is the second case studies in the series on Customer Service Social Media Best Practices! You might be wondering what I meant my ownership. In organizational change management language... there are three stages of project success - awareness, buy-in and ownership. Here ownership doesn't me "owning" like it's mine - not yours. It means taking 100% responsibility for leading and faciliating solid, genuine, collaborative relationships with the whole company to further the whole company's succcess. Here's more details on how Lenovo accomplished their social media goals!

Why Did Lenovo Consider Social Media?

When Lenovo acquired the IBM PC computing division, they realized customers were talking about their products on 3rd party forums like notebookreview.com and thinkpads.com. They felt left out of these important customer conversations. To remedy that, they took ownership and lead the customer social media interactions.

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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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