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08/12/2010 by

The Evolution Of Social CRM

Ask any person involved with social media from a marketing perspective what key element it brings to their business and I’ll bet you most of them will say a closer relationship with their customers and fans.

Increasingly, brands are starting to understand that social media is not just another channel to flog their ads but offers a genuine opportunity to create engagement and build a loyal base of brand ambassadors and loyal customers.

This is why Social CRM is on the rise and gaining in importance.

The team at Get Satisfaction, a company that helps brands build online communities, have created a great infographic highlighting some of the key facts and statistics about social CRM.

Dave Knox was kind enough to some up the key statistics:

  • 77% of customers look for incentives and coupons on social media sites.
  • 80% of US consumers use social media to verify purchase recommendations.
  • 43% of US consumers say brands should use social media to help customers.
  • 50% of companies have created an online community but failed to manage it properly (according to Gartner)


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Comments (7)

  • neildraper (Neil Draper) 09/12/2010, 11:46
  • Neil Draper 09/12/2010, 12:44

    Thanks, I enjoyed that.

    CRM enables us to communicate on the right time, with the right message, in the right spot and to the right audience.

    Worried about not seeing other alteratives? Social media makes sure you will get fresh content through your peers!

  • benn achilleas 09/12/2010, 16:18

    some nice stats and pictures but I think your main diagram is incorrect. There is way to much PR bias in your new guard model. If you were to use that model (which I would not recommend) then you also need to change the direction of the arrows: Arrow 2 should be from the customer direct to Marketing, Sales, Service, etc. Arrow 3 should be flipped with an output to PR not from it.

    A truer diagram for Social CRM would be the customer in the middle, with the business activity (PR, Sales, etc) surrounding the figure. There would be two-way arrows between each entity and the customer and a ring binding the entity – to show the sharing of insight and data across the business.

  • Mark Tamis 09/12/2010, 23:25


    The above diagram contains errors, please see here for a discussion on the infographics:


  • warp5 (Jan Warp) 10/12/2010, 08:13

    wouldn’t put pr into charge of social media, but love the concept of social crm:

  • Rachel - Avaguide 14/12/2010, 06:05

    I agree with Neil, precise communication with the target audience. Through Social CRM, we are able to receive feedbacks and ideas to make changes or developments fast which may be agreeable to most consumers.

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  • Duncan Macdonald 27/06/2011, 12:21

    Good post – You can certainly target well with social CRM but it really is a case of how well some of the social aspects sit with your market.

  • Engagedots Crm 28/01/2013, 13:42

    CRM software always provide an enhanced solution in managing the business activities.