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Saturday, July 3, 2010

Social Networks - Productivity, Customer Service, and Profits!

A number of executives are skeptical of the use of social media creating efficiencies or is it simply a distraction.

In a recent CIO survey by Forrester Research with 303 information technology staffers who use social media in the course of servicing their organizations -72% said social media has a positive impact on productivity in the front office, 70% said it makes IT operations more productive, and 61% said it makes the back office more productive.

Customer service is experiencing efficiencies because it enables the speed of information and the help desk question is being resolved faster at a lower cost.  72% of respondents of the survey said social media helps get answers to questions faster.

A key factor to be aware of is brand reputation.  The speed and vast landscape of information travels quickly and can be very positive or negative.  Management of social media and the brand is critical.

With fierce competition in every industry a competitive advantage is speed of information and being the first mover.  Social media is a can factor into quality, service, and cost in the economics of the business and information technology departments embracing will continue to move the business forward.

"Columbus cherished a vision of another world, and he discovered it; Copernicus fostered the vision of a multiplicity of worlds and a wider universe, and he revealed it; Buddha beheld the vision of a spiritual world of stainless beauty and perfect peace, and he entered into it."  James Allen

Reference:
CFO - The Cost of Social Media Phobia