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Social CRM Virtual Summit Expert Profile: Dr Natalie Petouhoff, Forrester Research

Lithium Alumni (Retired)

vscrm_logo_sample.pngOn November 11th, Lithium is hosting the largest online conference for social media and CRM professionals at the Social CRM Virtual Summit. The change brought about by the social media revolution has impacted every area of industry, including how customers choose to interact with companies and each other online, particularly where they turn for trusted information.


This virtual summit comes at a time when companies are starting to see tangible financial results from deeper online engagement with customers, and will explore the current capabilities of and future for Social CRM.

With webcasts by Social CRM thought leaders and live chats with industry experts and practitioners, the Virtual Summit will be a ground breaking event. Remember you can still sign up for this event, and jump into the conversation on Twitter using #vscrm. 

To introduce you to the experts presenting at the event, we’ll be running a series of mini profiles here in the Lithosphere.


Expert:  Dr Natalie Petouhoff, Senior Analyst, Forrester Research  


vscrm-drnatalie.jpgDr Natalie Petouhoff is a Senior Analyst with Forrester Research. She is very well known for her specialist insights to the Social Media and Customer Service, and particularly for Social CRM – the combination of traditional enterprise customer service and relationship management with the emergence of social and customer networking tools.


She will be co-hosting an online chat session with Lithium Technologies CEO and co-founder, Lyle Fong on the trends and direction they are seeing in the Social CRM industry.


Q:  What got you involved in community and/or social media to begin with?

The exploding amount of customer complaints about products, services and companies in the 'cloud' – twitter, blogsphere, communities, etc… The emergence of social networks now gives you an avenue to complain about poor service (or great service), be engaged and listen—which is a must for the customer service industry to evolve.


Q:  What are you currently working on?

Right now I am particularly interested in research on the value of superusers, integrating social media initiatives with multichannel contact centers, and adding advance knowledge management capabilities to communities to increase the value of searching for answers created by communities and crowd sourcing.


Q: What is a big community topic on your mind at the moment?

How to get executives to understand they must deploy social media immediately, as well as fix the issues with customer service (which are largely the majority of the customer issues in the cloud) and spend double the money they do today to make sure the customer experience is excellent. Telling customer service directors to do more with less is fiscally irresponsible.  No customers, no business. And poor service has shown to be the major reason customers defect.




If you want to follow Dr Natalie on Twitter, her id is @drnatalie. You can also read her blog





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‎05-17-2012 10:02 PM
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