Gartner Research

Four Popular Types of Social Application Functions for CRM

Published: 13 March 2018

ID: G00350774

Analyst(s): Jenny Sussin


Application leaders often need to evaluate social CRM providers, but have limited knowledge of functional differences. In this research, we explain the four most popular, discernable functions of social CRM applications that business units are most likely to need to improve customer relationships.

Table Of Contents
  • The Four Functions of Social CRM Applications
    • Social Media Engagement
    • Social Publishing
    • Social Analytics
    • Peer-to-Peer Community

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