B2B

What are some of the most valuable use cases for your company involving insights from social media from a CX / Sales Ops perspective?  

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Robert Tangeman
Customer Insights Manager
Intel Corporation
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Robert:

At a high level I have found that SM is best leveraged for brand awareness and event promotion. This speaks to the sales op perspective you call out. In terms of traditional VoC usage, there is a constant challenge when trying to identify not only the key messages, but also whether they are worth listening to. The volume of noise can be extremely high and the degree of impact is difficult to ascertain. 

Some companies do well with managing SM through live engagement teams or social listening/analysis tools while others simply ignore it altogether. My general recommendation is to take a look at the SM feedback your specific company gets, make an educated assessment of how impactful addressing it would be and then draw up a phased strategy for doing so.

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Kyle Groff, Ph.D.
Principal Consultant, CX
Qualtrics
Salt Lake City UT
kyleg@qualtrics.com
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