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Dr. Natalie Petouhoff ROI Of Social Media Social Media Club Presentation/ Forrester Research

by Digital Communications, Social Media and Measurement Executive at Digital Darlings, Inc and Get Satisfaction and Road Angels on Jun 01, 2009

  • 22,260 views

Many enterprises are considering social media and are wondering if there is return on the investment. Forrester's @DrNatalie has taken a stab at calculating an ROI when social media is applied to ...

Many enterprises are considering social media and are wondering if there is return on the investment. Forrester's @DrNatalie has taken a stab at calculating an ROI when social media is applied to customer service. The result? Large ROIs and benefits to every part of the company! Applying social media to customer service may be the tipping point for business to take social media as a serious enterprise application!

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http://www.simplyzesty.com 1611
http://mediascribbles.blogspot.com 347
http://www.ossera.com 196
http://www.drnatalienews.com 104
http://paper.li 80
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http://blog.service-community.net 75
http://www.slideshare.net 63
https://www.service-community.net 60
http://www.linkedin.com 51
http://twylah.local:3000 31
http://www.service-community.net 29
http://www.scoop.it 28
http://www.hiogi.com 27
http://blogs.zdnet.com 24
http://staging.twylah.com 19
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http://georgedearing.com 12
http://www.socialcrmcenter.com 12
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http://feeds.feedburner.com 1
http://linstead.net 1
http://www.lmodules.com 1
http://webdefence.global.blackspider.com 1
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15 of 5 previous next Post a comment

  • ravi_sony ravi_sony Dear Sir/Madam,

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    2 years ago
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  • hudali15 Ali Anani, PhD, Managing Partner at Phenomena Communications Hi Natalie,
    Surely this is an illuminating presentation. I have a question regarding slide 14, in which you mentioned risk. Have you considered the Trust Factor? I dropped out of several social media website as I felt uncomfortable with the 'opaque information collection' and its storage. I feel this factor is going to be very influential in determining the success of social media website.
    4 years ago
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  • DanSmith DanSmith Interesting. We could view this as a quantification of the POST approach of Li & Bernoff.
    A quibble - your present value and NPV are the same although we could of course put in our own interest rate.
    4 years ago
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  • bbweb Björn Behrendt, Co-Founder of hiogi, StyleTread and ParcelPush at ParcelPush Pty Ltd Hi Natalie, I have to thank you for uploading the results of your excellent study! The German market is really underdeveloped when it comes to social media and customer involvement technologies. One of our studies showed that 2/3rds of the travel companies in Germany do not offer any such technologies for customer service purposes and still rely mainly on hotlines, web forms and email. Your study really puts water on the mills of our small, but innovative company hiogi and also because of your results and the latest IDC forecast (over 41% annual growth of the service-community market), we launched an international version of our web-based and mobile SaaS: http://en.service-community.net/

    Best regards
    Bjoern
    4 years ago
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  • drnatalie Dr Natalie Petouhoff, Digital Communications, Social Media and Measurement Executive at Digital Darlings, Inc and Get Satisfaction and Road Angels WOWOW! thank you all for your notes and messages! I am so happy that this Slideshare allows us to share our work and spread the information so -- so many people can see it and learn! THANK YOU! THANK YOU! THANK YOU! from the bottom of my heart! @drnatalie 4 years ago
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Dr. Natalie Petouhoff ROI Of Social Media Social Media Club Presentation/ Forrester Research Dr. Natalie Petouhoff ROI Of Social Media Social Media Club Presentation/ Forrester Research Presentation Transcript