Emerging Technology Analysis: Social CRM for Customer Service

G00210395

Analyst(s):

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Summary

Social CRM for customer service is a rapidly evolving space. Providers must adapt their offering and marketing strategies to their target user technology adopter profiles.

Table of Contents

  • Analysis
    • Technology Description
    • Technology Adoption
      • Adoption Drivers
      • Adoption Inhibitors
    • Technology Impacts
      • Actions for T&SPs to Take Now
      • Actions for T&SPs to Take in Six to 18 Months
  • Recommended Reading
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