General Motors GM Case StudySocial Listening Helps Provide Better Insights, Customer Service, and Profitability

General Motors is one of the world's leading automotive brands, selling 9.8 million cars and trucks annually. GM is passionate about earning customers for life, but when it came to engaging customers on social media GM faced challenges including insufficient customer service in social channels, poor cross-departmental flow of social data, and low return on investment in social customer service.   

This case study documents how General Motors used Oracle Service Cloud and Oracle Social Relationship Management Engagement Platform to create a social media strategy that resulted in consistent customer service around the world, boosted GM's social engagement with customers, and improved customers' perception of GM brands. 


Get Access to This Premium Content
Already a member? Login to Access
Premium Content

Premium content. Log in to your account here. If you do not have a premium membership login, become a member of the Constellation Executive Network or Research Unlimited account. Please contact [email protected] to ask about your access options or click the price below to purchase this report individually.