Social media is fundamentally changing how companies think about their customer strategies. But social media tools are only one part of the equation that is reshaping traditional marketing. The largest organizations in the world are adapting to the open and collaborative communication rigors of the digital age –and each has stories to tell about how they have benefited. This paper from the Economist Intelligence Unit and SAS includes best practices from Dell, Toyota, American Express, Lenovo, the Mayo Clinic and the US Navy as they go through the evolutionary stages of social media and what it means to redefine customer value.
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