Webinars - Featured Articles

June 02, 2011

Webinar - 'Godfather' Greenberg, Shepherdson Headline Customer Service Presentation on Social Media and 360 Customer Views


If you have anything to do at all with customer service ecosystems you know they’re evolving and growing increasingly complicated particularly for B2B companies with multiple and complex product lines.

That’s according to Coveo (News - Alert), organizers of an upcoming webinar titled “Tackling the B2B Social Media Maze to Create 360 Customer Views: How to Power Customer Service Performance with Enterprise Search 2.0-based Customer Service Solutions,” - on Thursday, June 9, at Noon East Coast time.




Register now for what’s sure to be one of the best presentations you’ll hear on the topic.

Customer service leaders want to make sense of the sometimes-confusing social media in the B2B world. They want to know which channels are the important ones, and how to actually use all the information available from social media to get a better picture of their customer base.

Paul Greenberg, New York Yankees fan extraordinaire, best-selling author and the “godfather of CRM,” joins Ed Shepherdson, SVP of Enterprise Solutions at Coveo and former SVP of global customer support at Cognos (News - Alert), will discuss what social means to B2B customer service and how the best performing companies are incorporating these channels according to the webinar hosts.

The speakers will also discuss how communities can help bring valuable information into your agents’ and customers’ views, how to help agents and customers find the right answer from the right source and how to connect the dots between people and information.

Greenberg and Shepherdson will also discuss how to get an open-world view of your company– rather than a closed-system attitude, and touch on which social channels organizations should prioritize and how to tap these channels to improve customer service.

Considered “the godfather of CRM” by analysts and organizations, Paul Greenberg is the author of the best-selling CRM at the Speed of Light, and president of The 56 Group, LLC, a customer strategy consulting firm focused on cutting-edge CRM and Social CRM strategic services.

Ed Shepherdson is the senior vice president of Enterprise Solutions for Coveo. He oversees Coveo Knowledge 360 Solutions, notably solutions for agent assisted service, customer self-service and customer support analytics. 

Register now