At Social Media Week 2011 in San Francisco, a panel convened on Feb. 11 to discuss where social CRM practitioners are finding the best benefits in how they improve the value of their enterprise to customers. Bill Johnston, Head of Global Community at Dell Computer, talks about how having conversations that extend past break/fix resolution and delve deeper into how the customer's goals and objectives are further served by product use & mastery have a tremendous payback for all parties involved. He adds that emphasis on having such conversations also leads to career development for customer and employee alike.
Joining with Bill in this panel discussion are Jacob Morgan (Chess Media Group), Blake Landau (The Seachange Library), and Rich Reader (VineBuzz). Our venue host was the PariSoMa Innovation Loft, to whom we are most grateful for their hospitality and intimate space.
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