Consona Explores Impact of Social Media on Customer Experience

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KMWorld Moderates Web Panel Discussing Critical Role Social Media Plays in Improving the Customer Experience

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This computing paradigm shift to leveraging social technology is here to stay, and it needs to be reflected in the most successful company operations

Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, today announced the availability of a webcast panel discussion focusing on social media’s role in improving the customer experience with today’s companies. The webcast, “Customer Experience Management: How Social Media Changes the Game,” is moderated by KMWorld Publisher Andy Moore and includes experts from Attensity as well as Consona.

In the webcast, panel experts Catherine van Zuylen, vice president, Product Marketing, Americas at Attensity Corporation, and Tim Hines, vice president, product management for Consona’s CRM products, weigh in on how customer communities and social media contribute to traditional knowledge management and multi-channel customer service and support, becoming a tool for greater insight into the customer experience. The webcast presents solid recommendations for “operationalizing” customer experience processes to better understand and respond to customer needs, and discusses methodologies, software applications, and analytics that can be used to track, understand and react to customer feedback while improving the knowledge ecosystem.

Consona’s Hines explains that every company must realize the importance of social media in the customer service and support world. “This computing paradigm shift to leveraging social technology is here to stay, and it needs to be reflected in the most successful company operations,” he said. “If we choose to ignore its importance, companies risk losing touch with customers and fostering poor brand experience, among other things."

"Customer Experience Management: How Social Media Changes the Game” was originally broadcast on February 23, 2010 over 190 attendees. It is available on demand at http://www.kmworld.com/Webinars/225-Customer-Experience-Management-How-Social-Media-Changes-the-Game.htm.

About Consona Corporation
Consona Corporation (Consona) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries. Battery Ventures VI LP and Thoma Bravo LLC jointly own Consona. For further information, visit http://www.consona.com, e-mail info(at)consona(dot)com, or call (888) 8 CONSONA.

Contact:
Mitch Briggs                    
Consona Corporation
P: (317) 249-1620                
M: (317) 829-4210                

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Mitch Briggs
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