Social CRM Means Business in 2012 - Forbes - 0 views
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By year-end 2013, B2B organizations using social CRM applications will represent 25 percent of all projects worldwide, which is an increase from fewer than 10 percent in 2011.
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To be successful with social CRM, organizations need to be much less focused on how an organization can manage the customer, and much more focused on how the customer can manage the relationship. Without any benefit for the customer to participate, communities and social networks die resulting in no benefits to the organization using the social CRM applications.
