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Profiting From Social Media in CRM Outsourcing
Ovum, Feb 2011, Pages: 19
Introduction
The growth of social media has been explosive over the course of the past 12-18 months, and has fundamentally altered the manner in which individuals interact with each other and with commercial enterprises. This brief examines how outsourcers can take on board social media offerings in a cost-effective and profitable manner, thereby increasing client engagement and adding new functionality
Features and benefits
- Understand the growth of social media among enterprises and their need to use this channel
- Learn about the social media outsourcing opportunities for vendors seeking to profit in this area
- Determine what obstacles may be encountered when setting up a social media CRM outsourcing solution
Highlights
There has been rapid uptake of social media among the general population of western locations, which has not been lost on enterprises.
A large number of companies now offer a social media channel for interaction with their end users.
For CRM outsourcers, the principal challenge in dealing with this channel is to establish a set of solutions that will be both marketable over the long term and that will be profitable.
Your key questions answered
- To what extent will enterprises adopt social media in the coming years?
- What do CRM outsourcers need to do in order to develop a comprehensive social media strategy
- What challenges may be encountered when developing a social media CRM solution set?
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