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Articles and White Papers (by Kathy)
- Calculating the ROI for Social Customer Service
  
  Sponsored by Salesforce.com
- Determining the Value of Social Business ROI: Myths, Facts, and Potentially High Returns
  
  IDC white paper
- The True Value of Social Business
  
  Focus white paper
- Unleash the Creative Power of Your Call Center
Podcasts
- Social Business With Dr. Natalie Petouhoff and Kathy Herrmann
  
  March 30, 2010
- #5 Call Center Power Player Panel: Social Media and Customer Service
  
  March 19, 2010
- Part 2 of the Power Player Panel: Call Center Futurists Bring Surprising and Counter-Intuitive Insight
  
  March 17, 2010
Articles (mentioning Kathy)
- Expert Voices: Kathy Herrmann on Determining SCRM ROI
  
  October 2011
- Interview With Thought Leader Kathy Herrmann
  
  Article in All Things CRM - July 2011
- ROI is King
  
  March 2010
- Strike While the Social CRM Iron Is Hot
  
  March 2010
- ValueRight: examining the business of Social CRM
  
  February 25, 2010
- Forget about Handle Time, What About Satisfying the Customer?
  
  September 2010

Copyright © 2008-2011, Kathy Herrmann. All rights reserved.

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