Topic Overview: Social CRM Goes Mainstream
January 5, 2010
Why Read This Report
Forrester's customer relationship management (CRM) research helps business process professionals embrace best practices — from process optimization to technology implementation — to improve customer interactions and drive top-line growth. Our research spans the business processes that support sales, marketing, customer service, the related topics of customer business intelligence, and data management. We are researching how the rise of the social Web affects the way customers buy from and interact with organizations of all types — a phenomenon that has become known as social CRM. Business process professionals should follow Forrester's seven steps for social CRM success: 1) initiate social CRM experiments immediately; 2) benchmark customer and prospect social readiness; 3) define your social customer objectives; 4) assess your social CRM capabilities; 5) understand the social CRM solutions landscape; 6) map out your social CRM capabilities-building plan; and 7) define your CRM metrics for success.
You can read this complimentary report by registering with Forrester.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
Already A Client?
Log in to read this document.
Table of Contents
- Why Social CRM Matters
- Forrester's Take On Social CRM
- Strategic Reading
- Best Practices
- Trends And Forecasts
- Vendor And Product Comparisons
- Case Studies
- Related Topics
- For More Information
- Related Research Documents
Accelerate Business Change With The Right BPM Tools And Technologies
December 13, 2012 | Clay Richardson
Trends 2011: Customer Relationship Management
January 26, 2011 | William Band
Customer-Centric Companies Need Living Road Maps
March 29, 2016 | Gordon Barnett