Gartner Research

Design Your Social Media Strategy to Support Customer Engagement

Published: 17 October 2013

ID: G00255772

Analyst(s): Jenny Sussin


Social media has become a critical channel for engaging customers in many industries. IT leaders supporting social media must overcome several significant challenges to provide active, emotional, rational and ethical social customer engagement.

Table Of Contents
  • Key Challenges



  • Provide Clients Access to the Business via Social Channels
  • Enable Proactive Customer Outreach on Social Media
  • Spark Rational Social Customer Engagement Using Communities of Interest
  • Ensure Honesty and Accuracy on Social Channels

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