While we increasingly adopt the social tools such as Facebook and Twitter as a method for connecting with other users to post and ask for information on products and services, companies are finding it hard to catch up with the fast paste of the social web. As a result, they continue to see customer attrition and get left out of the conversation.
In the newly published report “Social CRM: The New Rules of Relationship Management”, Jeremiah Owyang and Ray Wang of the Altimeter Group advocate tha companies should take an organized approach using enterprise software that connects business units to the social web.
The report , which took six months to complete, reviews 18 use cases for using social CRM tools including: marketing, sales, service and support, innovation, collaboration and customer experience. See it embedded below (under open-research license)