Leverage Social Media for Enhanced Customer Interaction

Do not fill in this field

Enter no text in this field

Get Instant Access
to This Blueprint

Business Email

Full Name

Company

Phone

Job Title

Social media is where your customers are; organizations that don’t integrate social channels into their customer interaction framework will struggle to have their voices heard.
The number of options for interacting with the social cloud are immense, and organizations are unsure of how, when, and with what tools they should be using social media to achieve business goals.
Matching the tools with the right business objectives is only half the battle. Businesses often find reining in social media initiatives to be a significant challenge.

Our Advice

Critical Insight

Social media must be integrated with other channels as part of a cohesive multi-channel customer interaction strategy across sales, marketing, customer service, PR, and HR. It should not be viewed as a free alternative to other interaction channels. Expect to spend money and effort if you’re serious about successfully using social channels.
At the bare minimum, you should be listening to the Cloud to find out what your customers are saying about your organization. Tools exist that will fit your organization’s social media program needs, and the creation of a Social Media Steering Committee will help to unify and oversee the organization’s social media program.
IT has a pivotal role to play in social media. They must be prepared to advise the business, provide ongoing technology enablement (e.g. manage CRM and SMMP solutions), identify and close security risks, and provide social media governance best practices.

Impact and Result

Learn about the unique characteristics of social media channels, and how departments within your organization can use them effectively.
Build a business plan around using social media channels for business value.
Create a strategy to exploit social media opportunities that integrate with your current customer interaction framework and determine how best to govern your overall social media program.

Leverage Social Media for Enhanced Customer Interaction Research & Tools

1. Understand how to best leverage social media for customer interaction

Know where to begin and where to go when creating a social media strategy.

2. Form a Social Media Steering Committee

Bring order to chaos among different business units.

3. Create a Social Media Business Plan

Address the key opportunities and challenges of a social media business plan.

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Table of Contents

Talk to an Analyst

Our analyst calls are focused on helping our members use the research we produce, and our experts will guide you to successful project completion.

Book an Analyst Call on This Topic

You can start as early as tomorrow morning. Our analysts will explain the process during your first call.

Get Advice From a Subject Matter Expert

Each call will focus on explaining the material and helping you to plan your project, interpret and analyze the results of each project step, and set the direction for your next project step.