Many enterprises are considering social media and are wondering if there is return on the investment. Forrester's @DrNatalie has taken a stab at calculating an ROI when social media is applied to customer service. The result? Large ROIs and benefits to every part of the company! Applying social media to customer service may be the tipping point for business to take social media as a serious enterprise application!
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.
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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
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18. There are many benefits of Customer Service Online Communities… Source: May, 2009 “The ROI of Online Customer Service Communities” Forrester report
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21. Customer advocates create more value Source: February 2008 “Redefining High-Value Customers” report.
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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
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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
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33. Join the social media revolution Source: April 6, 2009, “How to Win Funding for Your Customer Service Project ” Forrester report