I was really pleased to be asked a few months back by Sampson Lee, founder of Global Customer Experience Management Organization (G-CEM), to be a contributor to a whitepaper discussing the integration of social media across an organisation.

The paper is one of the few examples that considers the application of social media across r&d, brand and PR, marketing, sales, business operations, and customer service.

While my focus was customer service, I felt privileged to be a contributor alongside others such as Bob Thompson, Jim Sterne, Axel Schultze, Rick Mans, Wendy Soucie, Karl Havard and, of course, Sampson Lee.

Download: Social media under one roof

I hope you find the paper of interest.