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Lithium-Best-Buy-Case-Study

In: Business and Management

Submitted By dopeng
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Best Buy case study Social CRM connects customers and drives $5M benefit

about Best Buy
Best Buy is a multinational retailer of technology and entertainment products and services. With operations in the United States, Canada, Europe, China, and Mexico, the Best Buy family of brands and partnerships collectively generates more than $45 billion in annual revenue and includes brands such as Best Buy; Audiovisions; The Carphone Warehouse; Future Shop; Geek Squad, Jiangsu Five Star; Magnolia Audio Video; Napster; Pacific Sales; The Phone House; and Speakeasy. Approximately 155,000 employees apply their talents to help bring the benefits of these brands to life for customers through retail locations, multiple call centers and websites, inhome solutions, product delivery, and online communities.

business challenge
How does one of the leading electronics retailers in the world engage its audience, provide support, build advocacy, and provide recommendations across multiple channels, in a scalable and manageable way?

technical assistance and then helped resolve their questions or guided them to the answer. In 2008, the team took a big step forward launching the new Best Buy Community, powered by Lithium Technologies. The community offers a place where customers can engage in conversations with Best Buy’s advocates including Blueshirts, Geek Squad Agents, and the community teams, as well as with other customers. Users interact with peers; ask questions, rate answers by giving them ‘kudos’, and mark the best replies as ‘accepted solutions’. To ensure they were engaging with customers in all the correct channels, the team also started to utilize Twitter in multiple languages (English, Spanish, and French), moderating the official Facebook page and creating bi-weekly

videos. The team also runs a set of Lithiumpowered blogs covering lifestyle and electronics topics

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