Dell: Marketers should engage customers through social media.

Dell has a great model for using social media.  It wasn’t always that way.  There are plenty of stories on the web of consumers and bloggers bashing their brand without them engaging anyone online.  They turned it around about two years ago.  They not only use social media as a research tool and customer satisfaction tool, but also as a tool to develop sales.  They are a great case study on how businesses should use Twitter and Facebook.  Erin Nelson, the CMO wrote an article in Forbes.

http://www.forbes.com/2009/03/26/nelson-dell-marketing-cmo-network-nelson.html