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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
TSIA makes our job easier by giving us great insights and innovation ideas for growth and success with support services.
Dilip Kumar, Group Executive, Global Systems Integration Services, Dimension Data
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.