Jenny Sussin

A member of the Gartner Blog Network

Entries Categorized as 'customer service'


The Spam Playground: Twitter, a Consumer’s Perspective

by Jenny Sussin  |  October 27, 2014  |  1 Comment

The irony of a research analyst responsible for covering business use of popular social media to connect with their consumers, posting a jaded consumer’s perspective is not lost on me. But over the last year, I’ve noticed that I have stopped tweeting as often or checking Twitter at all outside of major news events. And […]

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Social Media Metrics: 101

by Jenny Sussin  |  October 7, 2014  |  Submit a Comment

A wise woman once told me never to mistake activity for achievement and while I heard her, I never really understood her before I came to work for Gartner.   At Gartner, I have the opportunity to observe from afar, or in other cases from a bit too close, and recognize what is going right […]

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The Twitter DM Change and Its Impact on Social Customer Engagement

by Jenny Sussin  |  October 18, 2013  |  1 Comment

There have been a lot of news articles and a lot of blog posts about Twitter’s change to it’s direct messaging rules – gist is, you can set your Twitter profile to allow people to direct message (DM) you even if you don’t follow them. I’m not trying to repeat anything anyone has already said, […]

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Social Business Plays Katniss Everdeen in the Enterprise Hunger Games

by Jenny Sussin  |  October 10, 2013  |  Comments Off

There’s nothing I love more than a good pop culture reference and it’s time we take our tweets and turn them into bows and arrows. (If you’re unfamiliar with The Hunger Games, you’re going to have a really hard time with this blog post.) I have spent the last four days at Gartner’s US Symposium […]

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For the Interns: If You Give an Intern Control of Your Facebook Page…

by Jenny Sussin  |  May 16, 2013  |  Comments Off

Let’s press play and turn on the speakers for this one because it’s nearly summer time and while our interns come to join us, we should listen to some relaxing music. Plus, your intern might look like Chad or Jeremy in ’64.   If you give an intern control of your Facebook page, one or […]

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Category: 360 customer service intern marketing orientation social crm social media     Tags: , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,

Video: Gartner’s Customer 360 – A Final Recap

by Jenny Sussin  |  May 3, 2013  |  Comments Off

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Video: Getting Ready for Gartner’s Customer 360 Event

by Jenny Sussin  |  May 1, 2013  |  Comments Off

Some of what you can expect from this week’s Customer 360 event courtesy of yours truly and Don Scheibenreif (did I spell that right?) #gartnercrm

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A Run in Burger King’s Pantyhose

by Jenny Sussin  |  February 20, 2013  |  2 Comments

This morning I was talking to my colleague Gene Alvarez about embarrassing things that have happened in work environments. Stains on shirts, mismatching socks and as I explained to Gene, a run in my pantyhose. Men will never quite understand a run in the pantyhose. As women, we go through tens of pairs of pantyhose […]

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Why Your Colleagues/Employees/Boss Don’t Think Your Social Strategy is Brilliant

by Jenny Sussin  |  June 25, 2012  |  1 Comment

This is a follow-on/part 2 of my previous post titled: When I first heard about Twitter, I thought… The reason I’d asked people to comment on that last post by filling in the blank was that I want them (and the other lurkers) to recognize why their colleagues/employees/boss don’t think their social strategy is brilliant. […]

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Social Networking for Business: Facebook Etiquette

by Jenny Sussin  |  March 29, 2012  |  14 Comments

And now for our third, and perhaps final (but who knows really) post in our (my) Social Networking for Business series, we’ll cover everyone’s favorite social network: Facebook. And now for my disclaimer: I want to start each post in my new “Social Network for Business: Etiquette” series with a quick one liner about why […]

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Category: 360 customer service marketing social crm social media     Tags: , , , , , , ,