Natalie L. Petouhoff, Ph.D., a member of the Customers 1st LinkedIn Group, recently wrote the white paper The ROI Of Online Customer Service Communities: A Total Economic Impact™ Analysis Uncovers Big Benefits From Social Technologies. See the full white paper here.
Consumers are rapidly adopting social media communication technologies and behaviors. Customer service professionals are beginning to look at incorporating these collaborative tools to deliver better customer experiences at a lower cost. This approach seems to have great promise; however, there is little documentation at present on the cost-effectiveness of incorporating social strategies and technologies for businesses. Forrester talked with early-adopter companies and reviewed the solutions from leading vendors to understand the variables to consider for determining the business value of online communities for customer service and support. The early evidence indicates that social technologies are a sound choice because they provide an attractive ROI in a short period of time while delivering better customer experiences.
Read the full white paper: