Comments on: GUEST-BLOG: Want a 360-Degree View? Integrate Customer Communities with Customer Business Processes

By: Bill

Bill — Fri, 23 Oct 2009 21:21:40 +0000

It’d be tough for anyone to determine the ROI on your Social Media adventures. Are you really expecting there to be an quantifiable return?

In our case, we’re relaying information on how to market effectively and increase sales. We send out posts through blogs, tweets, etc. So we’re not going to really “see” any sales from this info. We’re putting our name out there at the top of some good information. We sure hope that drives more traffic to us, but it’s a tough one to measure.

By: Barry Dalton

Barry Dalton — Tue, 20 Oct 2009 14:05:22 +0000

Very valid discussion. At even higher level, I’d like to see concrete case studies on ROI of total channel integration. One of the issues I’m dealing with today as an outsourcer is how do we get our clients to articulate what exactly they will do differently from a strategy and business process view that will produce a hard ROI from total channel integration – voice, email, chat, SMS, social CRM, POS. Any references you can provide on two things 1. investment vs benefit 2. architecture options.

Thanks

By: Gregory Y

Gregory Y — Tue, 20 Oct 2009 13:40:43 +0000

Very good call. CRM strategy, with it’s three traditional pillars of Sales, Customer Support and Marketing (with peripheral functionalities “bolted on”) should include integration of such disciplines as Market Research and Competitive Intelligence. The customer knowledge accessible now through myriad of Social Media platforms offers an incredible opportunity for Enterprise to do it right.

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Sun, 18 Oct 2009 19:48:25 +0000

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