Rex

Although Motrin responded to angry mom’s within 24 hours –it was too slow.

Rex

Companies are unable to scale to meet the needs of social. 

Rex

No matter how many community managers Dell and ComcastCares hires to support, they’ll never be able to match the number of customers happening.  

Rex

They need tools, and they need them now.

Rex

Customers don’t care what department you’re in they just want their problem fixed.

Rex

Dooce’s support problem with Maytag quickly became a PR nightmare –had the support group known she was an influencer (and what it means), they could have serviced her better.

Rex

How To Use This Report: A Pragmatic Roadmap

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Regardless if you’re in IT or in a business unit, we wrote this to meet the needs of both groups. 

Rex

 This architecture lays out all the possibilities (18 use cases) defines the problem and goal for each, and suggests some vendors who to watch. 

Rex

 It’s also pragmatic, as it lays out a process on how to get started, baseline needs (listening) and what to do next.