Hey guys,
I'm currently in the research phase for my bachelor thesis that is going to deal with forecasts for product introductions based on prior Social Media interactions.
The exact thesis isn't set yet because I don't have a good overview on literature yet.
Thanks for your help
Maarten
Leveraging web 2.0 in social customer service
The media that customers use to contact product support organizations is also changing. In addition to inbound contacts, providers are now initiating product support interactions via proactive chat, click-to-talk, SMS, web-based, and social media. To accommodate this shift, organizations need to establish multichannel contact centers and develop new channels, including online communities and social media.
http://www.genpact.com/docs/resource-/how_hi-tech_companies_optimize_product_support_enhance_customer_satisfaction_increase_revenue
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