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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Best Wishes To A Great Colleague -- Ray Wang!

We just learned yesterday that Ray Wang has decided to leave Forrester Research to join a small strategy consulting firm based in the San Francisco Bay area.  Ray's last day with us will be August 19th.

Ray is one of the highest profile analysts in the industry--with a focus on ERP, order management, CDI and MDM.  To many of us at Forrester he is also a colleague, collaborator and good friend. He is widely known for his unparalleled client service, driving work ethic and intensely competitive streak (in a good way) that led to numerous awards while at Forrester.  We will miss him greatly.

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Podcast: Untamed Business Processes

Our latest featured podcast is Craig Le Clair's "Untamed Business Processes".



In this podcast, BP&A Principal Analyst Craig Le Clair defines untamed business processes and what business process pros can do to take them on. He also discusses why these processes are different from packaged apps.





We look forward to your questions and comments.



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