Consona Report Reveals Social Media’s Many Benefits for Service and Support

New White Paper Examines Social Media Trend and Offers Specific Guidance on Using it to Deliver Customer Support Better, Faster, Cheaper

Indianapolis, IN (August 04, 2010) –

Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, announced today the availability of a new white paper, “Making Support Social: Turning Customer Engagement into Customer Success.” Jointly produced with David Kay, principal, DB Kay & Associates, the white paper dives into the current social media trend and reveals the many inherent benefits it offers to service and support groups.

Whether blogging, rating, commenting, debating or collaborating, society has embraced social media as a critical communication tool – and one that is quickly proving to be valuable to businesses. In most organizations, the marketing department has taken ownership of the social media presence. However, this paper reveals that the business impact of social media is stronger and more beneficial in service and support. There, customers may help each other, while at the same time providing businesses with insight into the customer experience and opportunities to improve. Smart companies are taking note, monitoring blogs and forums, and they like to immediately act on customer tips, complaints and kudos. They are also engaging the online society through social media to gather solicited feedback on services and products. Nowhere else can a company obtain this scale of brainpower so quickly.

In the paper, award-winning and support-centric CRM solution vendor Consona partners with industry thought leader David Kay to offer an overview of the current, broad social media trends and critical advice to advance your business’ service and support using social media. The white paper concludes with a “Social Support Action Plan” — five suggestions for engaging social media sources and moving forward with a social media plan.

“The social media revolution is turning the entire Internet into a virtual suggestion box,” said Tim Hines, vice president of product management, Consona. “By ignoring the goldmine of information held within it, companies are essentially ignoring valuable customer feedback and an opportunity to deliver support better, faster and more cost-effectively.”

To view “Making Support Social: Turning Customer Engagement into Customer Success,” please visit

For more information on Consona and its CRM solutions, please visit the Consona CRM website at

About Consona Corporation
Consona Corporation (Consona) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries. Battery Ventures VI LP and Thoma Bravo LLC jointly own Consona. For further information, visit, e-mail, or call (888) 8 CONSONA.

Mitch Briggs
Consona Corporation
P: (317) 249-1620
M: (317) 829-4210

Source: Consona