Gartner Research

Social for CRM Vendor Guide, 2014

Published: 18 February 2014

ID: G00260635

Analyst(s): Michael Maoz , Jenny Sussin


Empowered by social networks and the accessibility provided by mobile applications, social media will emerge as the highest-volume engagement channel for many industries. IT, marketing, sales and customer service leaders will need to select vendors aligned with their social for CRM needs.

Table Of Contents


  • Why Businesses Need a Social Strategy for CRM
  • Definition of Social for CRM
  • Market Overview
  • Functional Technologies
    • External Community Software
    • Social Analytics Applications
    • Social Media Engagement Applications
    • Internal Community Software
    • Social Media Publishing Applications
    • Contact Enrichment Applications
    • Product Review Applications
    • Social Shopping Applications
  • 2014 for CRM Vendor Listing
    • Social for Marketing
    • Social for Sales
    • Social for Digital Commerce
    • Social for Customer Service and Support
  • Vendors Categorized as Participating in the Social for CRM Market as of 1Q14

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