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Kathy Herrmann

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Consultant - Business Strategy & Design http://www.kathyherrmann.com/

231 points

I help companies ignite positive change by holistically fusing people, process, and technology.

My consulting practice centers on change management, business process definition and design, and designing the user experience of technical systems. I'm also an expert on valuing ...

I help companies ignite positive change by holistically fusing people, process, and technology.

My consulting practice centers on change management, business process definition and design, and designing the user experience of technical systems. I'm also an expert on valuing strategic initiatives.

My almost 30 years of diverse corporate experience -- spent in operations, marketing, sales management, and petroleum exploration -- allows me to accelerate and elevate client success. Additionally, my domain knowledge spans IT and software, supply chain management, petroleum exploration, and Internet retail.

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Kathy Herrmann is now following dennis del rosario and 15 other people

Dec. 19, 2011

Kathy Herrmann is speaking at this roundtable

Nov. 30, 2011

Simplifying Social Business: Assessing Where You Are in the Social Media Continuum

Customer Service

Kathy Herrmann is speaking at this roundtable

Nov. 18, 2011

Simplifying Social Business: Collaborate or Risk Social Media Failure

Customer Service

Kathy Herrmann answered this question at this roundtable

Nov. 2, 2011

Simplifying Social Business: How to Calculate Social Customer Service ROI [11/2 @ 11 am]

How are you determining that the social case is in fact answered? Are you following the whole conversation?

Sometimes you are able to determine whether someone is a customer and other times you can only infer. And as you point out, it will depend on how the community membership process is defined by the company.
The frustration you refer to is part of the ... more

Customer Service

Kathy Herrmann and 1 other person answered this question at this roundtable

Nov. 2, 2011

Simplifying Social Business: How to Calculate Social Customer Service ROI [11/2 @ 11 am]

How do you make measuring social ROI as simple as possible while still being meaningful?

There's no single good answer for this. The social ROI is a direct derivative of the social strategy so how many possible gains that you accrue will depend on the nature of the strategy and tactics.
And more complex programs (that is those that span more ... more

Customer Service

Kathy Herrmann answered this question at this roundtable

Nov. 2, 2011

Simplifying Social Business: How to Calculate Social Customer Service ROI [11/2 @ 11 am]

Do the metrics you are about to discuss apply to non sales social business investments e.g. communication about new infrastructure projects?

I'm a little confused by your question so I'm not sure that I'm going to hit the mark.
The metrics we talked about in today's roundtable on Social Customer Service ROI spanned across multiple data sets. They were 1) Operational metrics (for today, that meant ... more

Customer Service

Kathy Herrmann answered this question at this roundtable

Nov. 2, 2011

Simplifying Social Business: How to Calculate Social Customer Service ROI [11/2 @ 11 am]

How do you tie the defined ROI metric(s) into performance management for functional and individual reveiws?

Well, this isn't an area where Dr. Natalie and I have gotten too involved in. However, as a rule of thumb, the way I'd approach it is this...
1. Determine the ROI at present - Your "what is" case.
2. Set goals for new ROI based - ... more

Customer Service

Kathy Herrmann answered this question at this roundtable

Nov. 2, 2011

Simplifying Social Business: How to Calculate Social Customer Service ROI [11/2 @ 11 am]

How can knowledge base growth be realistically measured?

Research shows agent productivity increases with access to content in the community postings. The reason is the content developed for the knowledge management database is often based on “known” problems or customer issues and their “known” solutions.
Many customer service technology solution solutions have the ... more

Customer Service

Kathy Herrmann answered this question at this roundtable

Nov. 2, 2011

Simplifying Social Business: How to Calculate Social Customer Service ROI [11/2 @ 11 am]

How would one measure that agent deflection number if customer size or the month-over-month being measured is in flux?

This is a good question. Let me try to answer it a little better here than I did in today's roundtable.
The answer is that there's no set answer. When we encounter an in flux situation, Dr. Natalie and I work with our client on deciding ... more

Customer Service

Kathy Herrmann answered this question at this roundtable

Nov. 2, 2011

Simplifying Social Business: How to Calculate Social Customer Service ROI [11/2 @ 11 am]

How is the deflection rate calculated?

Determining the deflection rate involves looking for correlations between social conversations and call center metrics.
For example, in the client case study we showcased in today's roundtable, we saw decreases in call volumes as the quantity of social conversations increased. Mapped over time, we determined ... more

Customer Service

Kathy Herrmann and 1 other person answered this question at this roundtable

Nov. 2, 2011

Simplifying Social Business: How to Calculate Social Customer Service ROI [11/2 @ 11 am]

What are some real world, granualar case studies of social customer service ROI?

Well, Natalie and I screwed up. Today's discussion on Social Customer Service ROI was a real client. Guess we didn't make it clear.
The client was a computer peripheral manufacturer.
http://www.slideshare.net/kathyherrmann/focus-social-customer-service-roi more

Customer Service

Kathy Herrmann is speaking at this roundtable

Nov. 2, 2011

Simplifying Social Business: Social Marketing and PR ROI

Customer Service

Kathy Herrmann is speaking at this roundtable

Oct. 25, 2011

Simplifying Social Business: How to Calculate Social Customer Service ROI

Customer Service

Kathy Herrmann and 1 other person answered this question at this roundtable

Oct. 19, 2011

Simplifying Social Business: The Strategy of Social Business [10/19 @ 11 am]

What is the timeframe and range of ROIs people are seeing on their social business programs?

There's no easy answer to this question because social program payout and ROI depends on the size and scope of the social business program.
We've seen companies gain ROI in as little as 6 months though.
The range of ROI can vary too. We typically find ... more

Customer Service

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