Top Use Cases and Benefits of Social for CRM in 2014

Archived Published: 10 March 2014 ID: G00261983


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As business use of social media for CRM becomes a cross-industry standard, this research offers IT and CRM leaders insight into the top use cases and benefits of social for CRM in 2014.

Table of Contents

  • Introduction
  • Analysis
    • Focus On Data Opportunities To Improve Upon Social Media's Impact on Marketing
    • Embed Social Customer Service Capabilities Into Your Customer Engagement Center
    • Invest in Social Technologies for Sales at a Team or Enterprise Level, Instead of an Individual Level
    • Aggressively Pursue Leadership in the Area of Social for Digital Commerce, as True End-User Leadership Has Not Emerged
  • Gartner Recommended Reading
© 2014 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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