Published: 27 September 2012
Analyst(s): Jeffrey Mann, Jim Davies, Adam Sarner , Jenny Sussin, Ed Thompson, Nikos Drakos, Michael Maoz
Hype continues to grow around social CRM, with a burst of merger and acquisition activity. To survive and thrive, social CRM vendors will increasingly have to show the economics of how their social data and systems are used in multiple CRM use cases: marketing, sales and customer service.
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