The ROI Of Customer Service Social Media

Air Date: Wednesday, May 06, 2009

Cost: $250

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Presented By:

Who should attend: Business Process professionals

Description:

Social media is on everyone's mind — is there a return? It's cool, it's fun, it connects people, but what is the business value? In part, because social media was first implemented as a "listening platform" the business value was harder to garner. CFOs are skeptical about the ROI garnered from people talking/listening to each other. They question the value because people already talk to one another. So where's the pay off?

Forrester talked with early-adopter companies and reviewed the social media solutions from leading vendors to understand the variables to consider when determining the business value of social media. The early evidence indicates that social media is a stellar choice for customer service because it provides a large ROI in a short period of time while delivering superb customer experiences.

The application of social media to customer service may be the tipping point for businesses to take Web 2.0 as a serious IT application. It can literally transform a company, its customers, its culture, and a bottom line in less than six months.

Agenda

• Customer disdain, social media, and customer service have formed a perfect storm that is super-charging change.
• This perfect storm has forced companies to switch gears and reconsider customer experience, customer service, and social media as a serious, bottom-line business capability.
• The four factors to consider when calculating ROI for social media
• The results of Forrester's research on the ROI of customer service social media

Technical requirements:

An Internet connection and a one-time download of the WebEx™ Player are required.