Posts Tagged ‘SocialCustomers’

Social Media for Customer Support: What’s the ROI?

Posted in Customer Support, User Communities, User Engagement on May 11th, 2009 by Louis Marascio – View Comments
There’s a lot of talk about how social media is going to change the way companies interact with and support their customers and there is evidence that by making this change companies can realize significant value from the community they build. I’ve been wondering about the ROI of such investments and came across a presentation [...]

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Quantifying the Value of Social Connections

Posted in User Communities on April 23rd, 2009 by Louis Marascio – View Comments
In a previous post I mentioned that an engaged user, a customer who engages with a company providing them input, feedback, and insight, is more valuable than a passive user. This post by Larry Hawes over at the Gilbane Group Blog is interesting because it discusses a recent study by IBM of data from 400,000 [...]

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