Your whole enterprise should care, not just marketing. Your product development people should be sitting right there saying, “What does this mean for the next revision of our product?” It’ll help you get smart about support. “What are the bugs in our product, or what’s not clear about the owners’ manual?” You can correct that almost in real time through better integration with your support. Think about HR, even. People who are really engaged with your company’s product and services and want to help, wouldn’t those be great people to employ some day? So when you go across the enterprise and look at the different functions, every one of them should have a seat at the table.
Wonderful post! See the full blog here: http://www.itbusinessedge.com/cm/blogs/all/companies-fail-to-see-big-picture-with-social-strategies/?cs=36602#
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