“I think we’re further ahead than we sometimes think! I look forward to a time when I can actually PROVE that social media is providing a scalable and cost effective option and that, over time, we will realize reductions in interactive support and cost.”
“If you try to boil the ocean, you will fail.”
“Executive buy in is still a challenge in getting a line item on the budget for our social efforts.”
“If you don’t use it (social media for tech support), you’ll fall behind. It’s that simple.”
These respondent comments summarize both what we see in this survey and in the technology sector at large. Many companies with whom we’ve engaged — in this survey, our consulting engagements, and our seminars –- are further ahead than they think.