Gartner Research

Choose Social Metrics for CRM That Demonstrate Business Value

Published: 08 September 2016

ID: G00315186

Analyst(s): Jenny Sussin


Organizations are still struggling to measure the success of social media strategies. Application leaders supporting social and CRM must veer away from equating activity with outcome, and settle on metrics that demonstrate 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's Business Objectives
  • Prioritize Metrics That Encourage Desirable Behaviors

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.