Gartner Research

Choose Social Metrics That Demonstrate CRM Business Value

Published: 07 February 2014

ID: G00252873

Analyst(s): Jenny Sussin , Carol Rozwell


Determining how to measure the success of social media strategies for CRM is difficult. CRM leaders must veer away from equating activity with outcome, and settle on metrics that are indicative of improved business performance.

Table Of Contents
  • Key Challenges



  • Focus on Metrics That Demonstrate Real Business Value
  • Pursue Metrics That Are Most Appropriate for Your Organization
  • Prioritize Metrics That Encourage Desirable Behaviors

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