Your Company Should Be Helping Customers on Social.
- Resource Type
- Article
- Authors
- Masri, Maher; Esber, Dianne; Sarrazin, Hugo; Singer, Marc
- Source
- Harvard Business Review Digital Articles; 7/15/2015, p2-5, 4p
- Subject
- SOCIAL media in business
CORPORATE public relations
CUSTOMER relationship management
- Language
The article reports on the need for companies to boost their return on investment (ROI) of social media customer service to increase relevance by linking social media and customer relations management (CRM) data, gathering and tracking the right information, and putting processes to act on insights.