Benefits of Social Media to Customer Focus

Assignment Preparation: Activities include completing the Skillsoft® course, the job aid review, the reading review, independent student reading, and research.

Complete "Benefits of Social Media to Customer Focus" topic of the Skillsoft® course "Customer-Focused Interaction."

Review the "Measuring Social Media's ROI" Skillsoft® job aid.

Note.  Click on the SkillSoft link and copy/paste the title of the course into the search box and specify "Courses" from the drop down menu.

Review Section 8.3, "Enterprise 2.0 - Social Networks and Tools for Business," and Section "8.4 Social Media Metrics," in Ch. 8, "Web 2.0 and Social Media," of Information Technology for Management: Advancing Sustainable, Profitable Business Growth.

Resource: Patton-Fuller Community Hospital Networking Virtual Organization, or, an organization you are familiar with that you can research to identify their social media customer interaction

Identify the extent of social media, if any, that is used to communicate with customers or prospects to include customer service interaction.

Identify social media services or interaction that other like organizations have available on their websites.

Analyze the expected costs, to include network costs and software production or modification, and return on investment (ROI) of social media. Analysis is composed of breaking the issue into parts and describing how the parts relate to each other and to the whole issue.

Investigate how social networking sites, not hosted on the researched organization's sites, might benefit the organization's profitability or expand its community or customer base.

Prepare and submit a 1,050- to 1,400-word or 4- to 5-page analysis of the expected costs or investment and benefits or ROI of social media hosted by the researched organization to interact with customers and prospects, stakeholders, or their served community.

Include expected information systems network costs to include the development of mobile computing apps.

Consider including a graphic, such as a table or diagram, of the most valuable or income producing interactions with customers. Include your logic, perhaps in paragraph form, for why the interactions are the most valuable.

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