Webinar - Webinar Explores Social Media Information - Creating 360 Customer Views

By Susan J. Campbell, TMCnet Contributing Editor

Social media has taken hold of consumers everywhere, driving their activities and their decisions. Companies like yours can easily take advantage of this platform to not only capture information, but also to influence your brand perception. If you are not leveraging this platform in your marketing strategy, you’re missing out on some great opportunities. 

To help you get started, TMCnet has partnered with Coveo (News - Alert) to offer a free webinar: “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”. This free event is scheduled for Thursday, June 9, 2011, 12:00 PM EDT.

Register today for this event and you will explore how customer service ecosystems are evolving and growing increasingly complicated. This is especially true for B2B companies offering multiple and complex product lines. Learn how to make sense of the social media maze in the B2B world, which channels are important for customer service and how to make social media information actionable.  

This webinar will feature Paul Greenberg, a best-selling author and considered the “godfather of CRM”. Greenberg will be joined by Ed Shepherdson, SVP of Enterprise Solutions at Coveo and former SVP of global customer support at Cognos (News - Alert). The two industry experts will discuss what social means to B2B customer service and how best performing companies are incorporating these channels. 

Opportunities in this space include communities and how you can bring the valuable information shared in such platforms to your agents’ and customers’ views. You will also explore expertise finding and how to help agents and customers to find the right answer from the right source. In addition, you will gain an open-world view of your company, instead of a closed-system attitude, and manager and executive analytics dashboards for support in key decisions.

If you want to learn how to optimize your social media experience and make the most of the valuable information gained in this platform, click here to register now. This is one event you won’t want to miss. 


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Jennifer Russell