Posted on January 13, 2011 by Rob Petersen
Many expect Social CRM to be a hot phrase in 2011. It should be because the three most influential factors a person uses to decide whether or not to do business with a company are:
- Personal experience (98%)
- Company’s reputation or brand (92%)
- Recommendations from friends and family (88%)
Source: Cone Business in Social Media Study, 2008
Since Social media amplifies all three, it makes sense the terms, “Social” and “CRM,” belong together.
I’m a big believer in Social CRM but I think the phrase is still being defined. One reason is the graphic above. It’s very good but it is shows Social CRM as a concept that requires visualization to be explained. Another reason is two very smart people, when asked, give different answers.