10. Cloud Monitor Customer Examples
•Gather unsolicited, honest customer feedback and responses about large
broadcasted events such as the PGA Masters Tournament
•Closely monitor customer comments regarding CBS Interactive's Amen Corner
live video feed of the event to ensure quality service
•Accurately gauge customer satisfaction or dissatisfaction with products and
services for organization to make enhancements or quickly respond to an issue
By monitoring social networking sites, we are able to track true customer
sentiments and views. Only on the social web are consumers giving their true
feelings about a brand or products and we can use this sentiment at CBS to
innovate and learn."
Robert Monteiro, director customer service and communities, CBS Interactive
11. Cloud Monitor Customer Examples
•Directly connect with customers through the RightNow agent desktop without having to
login to specific networking sites in order to answer product questions
•Use RightNow SmartSense, which detects customer sentiment, to qualify social
inquiries to determine priority of response time
•Quickly identify topics of incoming social inquiries and route to appropriate subject
matter expert for a timely response
“As a growing online retailer, customer service and satisfaction is paramount to
our continued success. RightNow Cloud Monitor is a strategic solution that
supports our conversations with customers in the social media environment by
helping us respond in a timely manner to their needs."
Lisa Larson, director of customer care, drugstore.com
19. Facebook
•Find answers
•Add their comments to your knowledge base
•Ask a question
•Keep track of their discussions
•Answer questions directly from the agent desktop
•Capture all Facebook interactions in the unified
customer record
•Monitor and respond to posts
•Moderate the conversation on Facebook
22. Hearst Corporation
Online community fosters a culture of innovation and
knowledge sharing
Company-wide innovation program rewards employees for
speaking up
New business opportunities are identified and explored
quickly—before the competition can move
Process improvements are shared across the company
Ideas will come from 20,000 employees across six business
groups and 200 businesses
Room for expansion will allow outside experts to join the
conversation
23. Rally Software
Agile developer community for peer-to-peer support
and product development
Customized product idea center captures feature suggestions
50% of the roadmap is sourced from the community
Culture of routine innovation enables an 8-week product
development cycle
9,292 members: customers, partners, and Agile experts
Powerful permissions make it easy to manage multiple
member groups
100 groups, 4,339 posts, 7,920 comments, and counting
24. Clorox
Open innovation community uncovers early-stage
technology ahead of the competition
100% ROI in two months—thanks to a single idea
Customers and partners provide feedback through online focus
groups
Granular control over permissions protects highly confidential
information
Out-of-the-box deployment in two weeks
New groups emerge every day
