Forrester Blogs › Category: customer communication management

UpLeveling the Conversation: Social CRM Summit Brings Experts and Social Business Insights Together

Posted by Natalie Petouhoff on the Business Process Professionals Blog on February 15, 2010

#SCRM (the hash our group uses to communicate on Twitter) group embodies the very essence of what social media is about: genuine authentic, direct and real conversations. Being a participant and a practitioner, I thought I would share my observations and thoughts... not just at this conference, but what I have seen in the actions and behaviors of this group over the past year or more... And these foreshadow a world that is being created right now as you are reading this...

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Customer Experience Increases the Bottom-Line and Social Media Makes Changing the Customer Experience Easier

Posted by Natalie Petouhoff on the Business Process Professionals Blog on February 14, 2010

  • 289 Recommendations

91% of executives say customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customers experiences over lower prices and better customer experiences drive higher revenue and profits,—according to Forrester Research .

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Case Study #8: How to Use Twitter for Customer Service: Carphone WareHouse

Posted by Natalie Petouhoff on the Business Process Professionals Blog on January 27, 2010

Many of my clients have asked, "How should I use Twitter for customer service?" There are many applications that are adding Twitter as part of the contact center apps. But today I'd like to talk about the basics of using Twitter. I spoke with Anne Wood, the Head of Knowledge Management at Carphone Warehouse to learn about how they entered into Twitterland.

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Case Study #7: NetApp Marketing Takes Ownership Of Its Community Initiative To Ensure Success

Posted by Natalie Petouhoff on the Business Process Professionals Blog on January 24, 2010

  • 255 Recommendations

NetApp is an industry-leading provider of storage and data management solutions. It has a presence in more than 100 countries-- thousands of customers and a network of more than 2,200 partners-- and a culture of innovation, technology leadership, and customer success. The company was seeking to build higher brand awareness and deeper engagement with employees, customers, and partners and decided to deploy both customer and employee communities.

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Case Study #6: Cisco Consumer Business Group (Formerly Linksys) Builds the Business Case for Social Media

Posted by Natalie Petouhoff on the Business Process Professionals Blog on January 22, 2010

Consumer Business Group (CBG) — formerly Linksys — is a division of Cisco that offers a wide variety of consumer and small office voice over IP (VoIP) and networking solutions such as routers, switches, and storage systems under the Linksys by Cisco brand. CBG has long held a reputation for excellent technical support and has developed a number of innovative approaches to contain support costs while still offering responsive service. One key initiative was the introduction of an online customer support community.

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Case Study #4: Can You Get a Little Satisfaction? You Don't Have to Be Mick Jagger - Yola.com Did! Customer Service Social Media

Posted by Natalie Petouhoff on the Business Process Professionals Blog on January 22, 2010

  • 258 Recommendations

If you have been following this blog, you might remember that I posted this a while back. But with the new year here, I thought it might be good to repeat some of the case studies while adding new ones... just incase you missed them or incase you wanted a refresher as you start down the path of providing a solution to your company social media needs!

Remember that great song... "Can't get no... Satisfaction..." Some how I think that is the national anthem of most customers. Why is it so freaking hard to get satisfaction?

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Case Study #3: InfusionSoft Uses Social Media to Reduce Customer Service Costs

Posted by Natalie Petouhoff on the Business Process Professionals Blog on January 18, 2010

  • 330 Recommendations

If you have been following this blog, you might remember that I posted this a while back. But with the new year here, I thought it might be good to repeat some of the case studies while adding new ones... just incase you missed them or incase you wanted a refresher as you start down the path of providing a solution to your company social media needs!

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

Posted by Natalie Petouhoff on the Business Process Professionals Blog on January 8, 2010

  • 265 Recommendations

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

If you have been following this blog, you might remember that I posted this a while back. But with the new year here, I thought it might be good to repeat some of the case studies while adding new ones... just in case you missed them or in case you wanted a refresher as you start down the path of providing a solution to your company social media needs!

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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