OK, there is an item in this chart that caught me off guard. 57% responded that Social Media is effective tool for reducing support costs. I would love to know more about this item. I can understand the others. We help help clients achieve many if not all of these claims, but reducing support costs is a shocker to me.
In many cases, Social Media is another skill set and talent set that needs to be created and matured and thus takes time and energy to grow into excellence. This time and energy is usually a new cost to any organization.