Save or Share this Report

For Application Development & Delivery Professionals

Case Study: Lenovo Takes Ownership Of Social Media To Reduce Customer Service Costs

Best Practices In Customer Service Social Media

August 14, 2009


  • By Natalie L. Petouhoff, Ph.D.
  • with William Band,
  • Andrew Magarie

Why Read This Report

When Lenovo acquired the IBM PC Computing division, it saw that customers were talking about its products in third-party forums like and, and it worried that it was being left out of these important conversations. Lenovo took ownership of the challenge and launched its own community. Using a peer-to-peer support community, Lenovo garnered critical worldwide views of the customer experience for the corporate-oriented LenovoThink and the more consumer-oriented Lenovo Idea brands. The results have been stellar: By owning the initiative, Lenovo customer service professionals ascertained how to align marketing, sales, service, and other departments to enhance the customer experience. This alignment resulted in a 20% reduction in laptop support call rates, an increase in agent productivity, a shortened problem resolution cycle, and an increase in Net Promoter Scores. This has led to better products and a reduction in support costs.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).