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Discuss the Recent Webcast on The New Customer Service Imperative

Lithium Alumni (Retired)

Long time residents of the Lithosphere know that when we have a webcast here at Lithium it can mean only one thing. Yep, it's your chance to ask follow-up questions of the speakers and discuss it here in the community!


Today's featured guests: Lois Townsend, Manager of Social Media Strategy and Operations at HP and Natalie Petouhoff, Ph.D, Senior Analyst at Forrester Research Inc.


The topic: The New Customer Service Imperative: Driving ROI with Peer-to-Peer Social Networks


Key points:

  • Best practices for using social media to reduce expenditures on costly support channels
  • How to obtain feedback, identify emerging product issues, and improve support content from your customer network
  • Key steps for building your business case and measuring results


A huge thanks to both our speakers for sharing their experience and research during the webcast, and also for coming back to the Lithosphere community afterwards to participate!


Once you've seen the webcast or the video, you can continue the discussion and ask additional questions here on the community!


This discussion board will be read-only after September 18th, so be sure to stop by before then to join in!