3 Years Later: Did Social CRM Deliver?
Cast your mind back to 2010 - it seems a long time ago, doesn’t it?
Let me jog your memory: Dubai unveiled the world’s tallest building — The Burj Khalifa, Haiti was rocked by a huge earthquake, Greece got its first bailout package, and thousands of air passengers were stranded due to a particularly persistent Icelandic volcano.
In the marketing world, a new buzzword was doing the rounds: ‘Social CRM’
Hailed as ‘the new frontier’ by IBM, it became the topic of much research, and countless articles on sites like this one. The Social Media Examiner defined social CRM as ‘a strategy based around customer engagement and interactions, with transactions being a by-product.’
Do the figures support the fad?
Three years on, as social media becomes an ever more integrated part of customer relationship strategy, this new infographic looks at the key figures behind the social CRM phenomenon, including:
40% of consumers believe social media improves customer service
Every dollar spent on CRM returns, on average, $5.60
Figures and infographic collected by Eloqua, authors of the Grande Guide to Social CRM for Business
Figures and infographic selected from the Grande Guide to Social CRM for Business
Based at UK inbound marketing agency Tomorrow People, Ahmed works on online marketing for a variety of clients. He is an advocate of content and social media in building quality relationships and leads for businesses. Within the B2B sector, he works with large financial services and IT organisations. His consumer expertise centres on the travel and food industries. Find out more.
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