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For Customer Insights Professionals

Case Study: Dell's Social Media Listening Command Center Builds Customer Relationships

July 1, 2011

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Authors

  • By Zach Hofer-Shall
  • with Josh Bernoff,
  • Allison Smith

Why Read This Report

Dell is a global brand that generates more than 25,000 online conversations every day. Keeping up with that volume isn't easy, but the firm uses its Social Media Listening Command Center to successfully scale the work and learn from and engage with its customers. How does Dell do it? By training its employees on social media best practices and listening platform technology and using a formalized data collection and reporting process to help spread insights across the organization.

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