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Dell Recognized for its Social Media Listening Skills

Dell was recently recognized in the categories of “Business to Consumer North America: Listening” and “Business to Business: Energizing category,” at the fifth annual Forrester Groundswell Awards at the Forrester Consumer Forum in Chicago.

The Forrester Groundswell Awards recognize excellence in achieving business and organizational goals with social technology applications. There were more than 200 entries this year to the Forrester Groundswell Awards in four divisions including Business-to-Business, Business-to-Consumer, Management, and International.

“By using social networks to listen and engage with our customers wherever they are, we can help them accomplish whatever matters the most to them,” said Karen Quintos, senior vice president and chief marketing officer at Dell. “Building and nurturing these deep relationships with our customers is what grounds every aspect of our business. We are honored by the recognition we’ve received for our commitment.”

Dell has pointed to its Listening Command Center and Trade Secrets program for the recognition. The Listening Command Center completes monitoring so that response time will be faster to address customer issues through social media platforms. A similar idea was used in developing the Trade Secrets Program which promotes conversation between small and medium business customers.

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