Contact Center Solutions Featured Article

How Social Media Affects Today's CMO

October 03, 2012

Social media has evolved substantially over the last five years and has proved itself to be an effective tool that improves the customer experience as well as lead generation.

At an ITEXPO (News - Alert) Austin 2012 session “Supporting the Social CMO” this afternoon, expert panelists discussed how social media is affecting CMOs.

“There is a shift in the way the CMO connects with customers and employees and use that insight to develop better programs,” said Tony Busa of Benbria Corporation.

As someone who works directly with CMOs, Busa sees that they have similar and dissimilar ways in which they use social media. Still, all CMOs are using it to better connect with customers in order to capture more customer insight. This in turn, Busa says, drives sales and customer retention.

The concept of social engagement has created cultural feedback for organizations where this customer insight and feedback is a necessary part of achieving corporate objectives and satisfying customers.

“CMOs need to be where their customers are,” said Chris Ballan of IBM (News - Alert).

These days, customers are much smarter, more engaged and more able to get information on companies, services, and products. So, this is driving the way that we must engage with customers.

“Companies need to understand how to engage in this social media environment,” said Ballan. “There needs to be back and forth value with the customers.”

Although the way CMOs utilize social media really depends on the sector, according to Wes Durow (News - Alert) of Sonus Networks, which is a major challenge CMOs face when it comes to social. “It’s kind of a casual medium where you can make a lot of mistakes. You have to have a structure of what you want to achieve through the medium,” he explained.

In order to keep perspective, marketers develop a clear message that is relevant and resonant for customers. Social can be tied into support that ultimately drives customer satisfaction. “So, any CMO that sees social media as only a branding effort will not be in that chair very long,” said Durow.

More and more, we are seeing how social networking tools can be put to good use in the CMOs office. They can then learn a lot about their customers and their brand from social media, and in turn, redo the marketing operations to solicit ideas and accelerate business.

Durow said, “Social media is a great way for CMOs to create a bunch of voices for your company to interact with current and potential customers.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, happening now in Austin, TX.  Stay in touch with everything happening at ITEXPO. Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!