Recommended Gartner post: Social Software? Ask your cable provider the connection to CRM.

Found at http://blogs.gartner.com/michael_maoz/2010/07/15/social-software-ask-your-cable-provider-the-connection-to-crm/

Twitter and facebook and social media monitoring are having just about zero effect in improving customer service in the cable business. In fact, one might argue that every moment spent on these efforts is a setback for the customer. Observing cable provider customers and listening to their stories, it would seem more prosaic projects would go a lot further in lowering costs and improving customer satisfaction.

To be continued at http://blogs.gartner.com/michael_maoz/2010/07/15/social-software-ask-your-cable-provider-the-connection-to-crm/

Photo credit: http://fixedgeargirltaiwan.blogspot.com/

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