Build a Better Business
Join our email list

This form does not yet contain any fields.
    Search
    Powered by...
    Powered by Squarespace
    « Talking around the town - At WSJ - PR metrics & value | Main | Tweet Up schedule–Social Customer Service ROI »
    Tuesday
    Jun072011

    Change Management & Social Business

    Becoming a social business – not just a company with a Facebook page – is a change management opportunity and challenge for a company. It requires attention to people, processes, and technology.

    The more important question is what can a company do to provide a better customer experience? And what changes to people, processes, and technology are needed to support the strategy and tactics for such a customer-centric business model?

    Doing social from a holistic corporate perspective needs to be driven at the executive level because it’s a strategic play. Without executive buy-in and KPIs that support the social objectives and strategy, it will fail within a company.

    Once the corporate strategy is defined, then you’ll know the right people for your social team, the right processes to make the team remain effective, and the right technology solution sets needed to support the people and processes as well as to measure program success.

     

    If you’re interested in social customer service, check out:

    Videos:

    Snackable Insights into the ROI of Social Business
    Episode 1: How to Build a Business Case for Social Customer Service

    Episode 2: Calculating ROI for Social Customer Service
    Episode 3: How Social Customer Service Benefits the Entire Company


    White Paper: Social Customer Service ROI Guide

    PrintView Printer Friendly Version

    EmailEmail Article to Friend

    Reader Comments (2)

    I am really enjoying reading your well written articles. I think you spend numerous effort and time updating your blog. I have bookmarked it and I am taking a look ahead to reading new articles. Please keep up the good articles!

    October 15, 2011 | Unregistered CommenterSimjen

    That is a pretty interesting read actually, glad you decided to share.

    November 5, 2011 | Unregistered Commenterweb designers Melbourne
    Member Account Required
    Your comments are welcome! You just need a member account on this website in order to post comments so we can avoid nasty spammers. Log in to your account to enable posting.