Trends Report

Use Social To Bridge The Gap Between Marketing And Customer Service

January 31st, 2017
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Erna Alfred Liousas, null
Erna Alfred Liousas
With contributors:
Brigitte Majewski , Laura Naparstek , Laura Glazer , Anna Berman

Summary

Organizational silos impede customer obsession but are hard to dismantle. Read this report to learn how improvements in Twitter and Facebook Messenger's capabilities create a unique opportunity for B2C marketers to collaborate with customer service and to improve the customer experience overall.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.