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Marke'ng Support Purpose Listen and Monitor Engage and Triage Currency Trends 1:1 Conversa4ons
Success Metric Share of Voice C-‐Sat, Time to Agent Response Measurement Quarterly Minutes
Work Environment Shared Ownership Individual Accountability Social Success Retweets Case Resolu4on
Typical Response “Thanks!” “How can we resolve?” Loca'on Headquarters Distributed
A Tale of Two Departments
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