A recent survey conducted by Harvard Business Review Analytic Services showed that 1800+ companies were either currently using social media or have plans to do so. Calling a CRM representative with complaints or queries is a thing of the past; most people these days simply use social media platforms to make themselves heard. This makes it critical for companies that care about their brand image to set up their own ‘Social Media Command Centers’ or ‘Centers of Excellence’. Setting up a command center is all about going beyond social media monitoring and taking control of customer experience. More>>