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Organizations can be viewed as resources, decisions and actions, as processes and work flows and as social networks, collaborations and communications. With the latter perspectives in mind, social capital has become an increasingly important aspect of the knowledge based view of organizations, business networks and industry clusters. As such, it certainly has an impact on management.

Crowd Service

Social media initially changed how we communicate with friends and family, but now it’s becoming very clear that it also affects how we interact with customers. In a 2008 Cone Business in Social Media Study, 93 percent of Americans said they believe a company should have a presence on social media sites and 56 percent believe that a company is providing them with a better service by doing so.

Social media has quickly become a crucial means for companies to reach consumers. Crowdservice is an excellent short- and long-term opportunity to add value to customer experiences while also making wise use of internal resources.

Learn what you need to compete in the Social Economy, and how to build more loyal customer relationships.

Social media is a rapidly growing interaction channel, with about half of business managers reporting they already use social media or will do in the next year
Consumers believe that business managers’ first priority should be to use social media to identify service/support issues and engage with consumers to resolve problems
The short-term benefits of CrowdService hinge on case deflection, which can result in payback periods of one year or less
Strategic benefits of improving customer experience depend on hiring the right “social skills” and integrating communities with Customer Service/Support (CSS) systems

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