social crm survey
DESCRIPTION
A survey conducted by us on the usage and future of social CRMTRANSCRIPT
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Social CRM Survey
SocialmeetsCRM
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Who we are
Thomas is an executive with more than
15 years of leadership experience in
consulting, software industry and in the
armed forces. Thomas held various
leadership positions in SAP’s CRM
development organization for more than
10 years where he contributed to
shaping and developing SAP’s CRM
solution. He is an expert in CRM, in
distributed software development and the
introduction and application of agile
development methods in enterprise scale
projects. Currently he is responsible for
building and driving the CRM consulting
practice for CIBER in New Zealand and
Australia.
Kalle has his roots in the Java and
Oracle world. He has worked for and with
companies like Oracle, Nokia, Sony-
Ericsson and Philips. In 2003 he moved
across to the SAP Integration and J2EE
world where he was the lead developer
for the first Nordic XI 2.0 ramp-up
project. Since then he has worked with a
number of large scale customers
assisting them with enterprise
architecture and SAP J2EE products like
Internet Sales.
PROPRIETARY AND CONFIDENTIAL
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Survey Size
Overall 49 Recipients
Mainly small companies
Representation of all hierarchy levels
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Executive Summary
Social Media usage is increasing fast. 53% of
recipients are looking into it, just about a
quarter are using it structuredly
Main target area is Marketing, including
loyalty management, lead generation and
branding
Budgets are still low
Facebook and LinkedIn are the dominant
channels
Social Media are not yet integrated into
business systems, but companies are
increasingly looking at this
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Industry Demoscopics
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Recipients by Organization
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Hierarchy Levels
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Mainly SMB Participation
<100 100 – 500 501 – 1000 >1000 unknow n
0
5
10
15
20
25
30
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Social Media usage is increasing fast
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Budget – which Budget?
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Usage of SCRM
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Marketing leveraging Social Media
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Facebook? - Nah, LinkedIn!
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Importance of Social Media will Increase
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Marketing is King
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About the non usage of CRM
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Tools? MS Excel!
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Marketing is King! REALLY!
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Social Media are not integrated into
CRM systems
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And many companies do think about
integration
•Although not as a high priority