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

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!