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May 27,  2009 Social Media Club The ROI of Social Media: Customer Service Communities Natalie L. Petouhoff Senior Analyst Covering:  Social Media, Customer Experience and Customer Service Forrester Research
The #1 Customer Service 2009 initiative should be social media.
[object Object],[object Object],[object Object],[object Object],Agenda
Why is social media important to customer service? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer disdain, social media and customer service have…  ,[object Object]
What is a Customer Service Online Community? Source: January 21, 2008, “The Economic Necessity Of Customer Service” Forrester report ,[object Object],[object Object],[object Object],[object Object]
Who’s got an online community? B2C… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
Who’s got an online community? B2B… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
Verizon… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
iRobot… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
myFICO… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
Intel… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
[object Object],[object Object],[object Object],[object Object],[object Object],Agenda
TEI ™  is Forrester’s ROI methodology Costs (Impact on budget) Benefits (Impact on business) Flexibility (Options) R I S K ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: August 4, 2008, “The Total Economic Impact ™ Methodology: A Foundation For Sound Technology Investments” Forrester report Total Economic Impact
Assumptions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
[object Object],[object Object],[object Object],[object Object],[object Object],Agenda
Examples of benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report Benefits (Impact on business)
There are many benefits of Customer Service Online Communities… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
The answers are in the community Source: January 21, 2008, “The Economic Necessity Of Customer Service” Forrester report ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],DSL  provider
First Contact Resolution (FCR) goes up Source: January 21, 2008, “The Economic Necessity Of Customer Service” Forrester report ,[object Object],[object Object],[object Object],[object Object],My  question  was  answered !!!!!!!!
Customer advocates create more value Source: February 2008 “Redefining High-Value Customers” report.
“Bad word of mouth” gets handled! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
Invest in turning customer informants Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report ,[object Object],[object Object],[object Object],[object Object]
What about the rest of the company? Source: January 21, 2008, “The Economic Necessity Of Customer Service” Forrester report ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],Agenda
Examples of customer service online community costs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Costs (Impact on budget)
Start-up costs of customer service online communities… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
Recurring costs of customer service online communities… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
[object Object],[object Object],[object Object],[object Object],[object Object],Agenda
The ROI of online customer service community is… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
The TEI of online customer service community is… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
Where to begin?  ,[object Object],[object Object],[object Object],[object Object],Source: January 13, 2009, “Forrester Customer Service Innovation Framework and Self-Assessment ” Forrester report
Join the social media revolution Source: April 6, 2009, “How to Win Funding for Your Customer Service Project ” Forrester report
Thank you ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Research in this presentation ,[object Object],[object Object],[object Object],[object Object],[object Object]
Research in this presentation ,[object Object],[object Object],[object Object],[object Object]

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Dr. Natalie Petouhoff ROI Of Social Media Social Media Club Presentation/ Forrester Research

  • 1. May 27, 2009 Social Media Club The ROI of Social Media: Customer Service Communities Natalie L. Petouhoff Senior Analyst Covering: Social Media, Customer Experience and Customer Service Forrester Research
  • 2. The #1 Customer Service 2009 initiative should be social media.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7. Who’s got an online community? B2C… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
  • 8. Who’s got an online community? B2B… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
  • 9. Verizon… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
  • 10. iRobot… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
  • 11. myFICO… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
  • 12. Intel… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18. There are many benefits of Customer Service Online Communities… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
  • 19.
  • 20.
  • 21. Customer advocates create more value Source: February 2008 “Redefining High-Value Customers” report.
  • 22.
  • 23.
  • 24.
  • 25.
  • 26.
  • 27. Start-up costs of customer service online communities… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
  • 28. Recurring costs of customer service online communities… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
  • 29.
  • 30. The ROI of online customer service community is… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
  • 31. The TEI of online customer service community is… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
  • 32.
  • 33. Join the social media revolution Source: April 6, 2009, “How to Win Funding for Your Customer Service Project ” Forrester report
  • 34.
  • 35.
  • 36.