Looking ahead, predictions for the future.
Most of us have heard the term social CRM, some of us are even taking advantage of it. If you're not familiar with the term, now is a good time to commit it to memory because you're only going to hear about it more and more if predictions are correct. Below are a couple paragraphs from an article written by Alison Diana that looks at predictions for the future of social CRM:
Enterprises are embracing social customer
relationship management (CRM) software, with four in 10 leading
businesses expected to adopt this technology within five years as part
of their ongoing efforts to improve customer service, according to
Within the next 24 months, 30% of leading enterprises will incorporate social CRM, the research firm said in a report on Thursday.
"There is strong corporate awareness, including
at corporate executive levels, of social networks and their potential
impact on corporate brand management and customer service perception. 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," said Drew Kraus, research VP at Gartner, in
a statement. "As awareness and use of social networks increases,
customer service executives and planners are feeling increasing pressure
from corporate executives to articulate a strategy for how this new
communication channel will be harnessed so that they don't get left
Read the entire article here.