Cisco Case Study

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As per the above ROI Calculation table, Cisco’s tangible and intangible benefits both are high which is a positive note and beneficial for the organization. (NucleusResearch.com, ROI CASE STUDY SALESFORCE RADIAN6 CISCO, 2013). Tangible/Direct and intangible/indirect benefits put together annually in Cisco’s case is amounting to $2,175,750 which is a larger amount against an invested amount (EXPENSED COSTS as per the naming convention on the table) of $1,671,375 over a 3 year period. (NucleusResearch.com, ROI CASE STUDY SALESFORCE RADIAN6 CISCO, 2013). Cisco through social listening is engaging customers build brand awareness and customer loyalty. It also instills the feeling among customers that they are more connected and are dealing with real people. (NucleusResearch.com, ROI CASE STUDY SALESFORCE RADIAN6 CISCO, 2013)…show more content…
(NucleusResearch.com, ROI CASE STUDY SALESFORCE RADIAN6 CISCO, 2013). Cisco’s intangible/indirect benefits out of this project are: the quantified Indirect benefits included enhancement in productivity of the employees involved in social engagement who can access the application through their mobile devices. (NucleusResearch.com, ROI CASE STUDY SALESFORCE RADIAN6 CISCO, 2013). 1) Extended focus in the use of external creative agencies: Cisco’s standardization by using Radian6 and by maintaining a dedicated social listening center which triages upon all of Cisco’s social interactions, the company can definitely ensure that the amount spent on creative agencies are invested constructively on thought leadership and innovation in the social engagement space rather than simply managing tweets. (NucleusResearch.com, ROI CASE STUDY SALESFORCE RADIAN6 CISCO, 2013). 2) Increased customer insights: Since Cisco can dwell and analyze customer

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