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Dec. 7, 2011
Tom Barnes
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Simplifying Social Business: Customer Centricity in a Social CRM World
[10/5 @ 11 am]
Should marketers or customer service reps be in charge of social media complaints?
The silos this question implies are real and problematic. Connecting these business functions is essential. Here's the important part: Much as marketing should serve sales, it should serve customer service. Marketing's role is in framing the language, helping with testing and metics, and aligning goals. ... more
Dec. 7, 2011
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Nov. 27, 2011
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