How Companies Succeed in Social Business: Case Studies and Lessons from Adobe, Cisco, Unisys, and 18 More Brands

11. Social Support in a B2B Environment: Lessons from Xerox Corporation

Sandy Puglisi, Manager of Customer Tools and Social Media, Xerox

Regina Estes, Former Director of Internet & Remote Services, Xerox

In the Beginning...

Entering the world of social support is challenging regardless of who you are, but understanding and meeting your customers’ needs in a B2B environment can add some complexities that require expert advice. Although Xerox had successfully been delivering a wide array of technical solutions to other businesses for more than 100 years, we were virtual newbies in the world of social media. Based on feedback we received during the audits for the J.D. Power and Associates Certified Technology Service & Support Program, we knew ...