Articles Tagués ‘Rob Petersen’

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.

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