How Strategic Social Customer Service Generates and Preserves Revenue
Thursday, October 18, 2012 at 02:19PM
Kathy Herrmann in Case Studies, Social Analytics, Social Business/Media, case study, customer service, smroi, social ROI, social business, social customer service

The slide deck below is from a presentation Dr. Natalie Petouhoff and I did for the 2012 Customer Service Experience conference, which was an offshoot of CRM Destination.

In it, we discuss how social media can be used to retain customers, leading to retained revenues from avoiding customer defections. We also included an in-depth case study from a blue chip company’s social customer service team.


How Strategic Social Customer Service Generates and Preserves Revenue from Kathy Herrmann


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