With the risk of a customer complaint going viral and damaging the brand, TSIA recommends that technology firms proactively monitor the social activity of customers to identify those with the largest sphere of influence.
Additionally, a scorecard should be created and used to understand how each customer's social activity is promoting or detracting from the brand.
In this report, TSIA introduces our B2B Social Engagement Rating. Companies can use this scoring system to:
Every enterprise support organization should have a social customer engagement strategy in place.
Download this report to learn how create your B2B Social Engagement Rating program so you can identify, score, and monitor your social customers.
VP Research, Technology and Social, TSIA
VP Research, Support Services, TSIA
Publish Date: July 20, 2017
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Dilip Kumar, Group Executive, Global Systems Integration Services, Dimension Data
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