Gartner Research

An Audit of Engagement: Fortune 500's 100 Largest Companies and Social CRM for Customer Service and Support

Published: 02 November 2011

ID: G00226643

Analyst(s): Jenny Sussin

Summary

A social media presence does not equate to social CRM success. We audit the level of engagement and competency of Fortune 500's 100 largest companies' social CRM for customer service and support efforts.

Table Of Contents
  • Overview

Analysis

  • Introduction
  • Discussion
  • Adoption by Industry
    • Banking and Security
    • Communications, Media and Services
    • Insurance
    • Manufacturing and Natural Resources
    • Retail
    • Transportation
    • Wholesale Trade
  • Conclusion

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