Gartner Research

Emerging Technology Analysis: Social CRM for Customer Service

Published: 28 January 2011

ID: G00210395

Analyst(s): Drew Kraus

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
  • Overview
  • 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

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