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- Which front-line business units are taking ownership of social media and why
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- That social media is an additional service channel, requiring metrics, tracking, response processes, and integration to knowledge content
- The critical need for collaboration among stakeholders in social media initiatives
About CCW Digital
CCW Digital is the research and editorial arm of Customer Management Practice, covering the people, processes and technology behind customer contact. We publish verified data, operational case studies and lessons from the field for a community of 180,000 customer experience professionals.
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