Gartner Research

Top Use Cases and Benefits of Social for CRM in 2014

Published: 10 March 2014

ID: G00261983

Analyst(s): Jenny Sussin

Summary

As business use of social media for CRM becomes a cross-industry standard, this research offers IT and CRM leaders insight into the top use cases and benefits of social for CRM in 2014.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Focus On Data Opportunities To Improve Upon Social Media's Impact on Marketing
  • Embed Social Customer Service Capabilities Into Your Customer Engagement Center
  • Invest in Social Technologies for Sales at a Team or Enterprise Level, Instead of an Individual Level
  • Aggressively Pursue Leadership in the Area of Social for Digital Commerce, as True End-User Leadership Has Not Emerged

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