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Monday, 7th March 2011, 16:42:47
Social CRM will be widely used as executives see its importance, says expert
Social networking and customer relationship management programs will become more interlinked in the coming years as corporate awareness increases about the importance of social networks.
That is according to Drew Kraus, research vice-president at Gartner, who said that while there has been plenty of hype in regards to sites such as Facebook and Twitter and how they can help a business, social CRM is yet to take off.
Gartner revealed that only five per cent of organisations had taken advantage of social/collaborative customer action to improve service processes last year.
However, Mr Kraus said that companies will soon create change to help them manage customers through social networking.
"We expect the high-profile nature of social networks and social CRM for customer service to rapidly advance adoption from early adopter to mainstream deployments despite the volatile and rapid evolution of social networks in general," he said.
Ovum published a report last week showing 57 per cent of telecom companies are using social media CRM.
Posted by Henry Thomas
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