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From Social Media to Social CRM

Posted. 01.09.2011


Getting closer to customers is a top priority for CEOs, according to the IBM 2010 CEO Study.1 Todays businesses are fervently building social media programs to do just this. But are customers as enthusiastic?

With the worldwide explosion of social media usage, businesses are feeling extreme pressure to be where their customers are. Today, this hub of customer activity is increasingly virtual,
located inside a social media or social networking site. But in an environment defined by customer control and two-way dialogue, are customers and businesses in sync with each
other's expectations?

Consider the speed at which social media is being adopted by consumers and businesses alike. 2010 saw staggering numbers. There were more than 500 million active users on Facebook,
70 percent outside the United States.2 By March 2010, more than 10 billion messages, or Tweets, had been sent through Twitter since its launch in 2006. By July, that number had doubled to 20 billion.3 And in the Asia-Pacific region, 50 percent of the total online population visited a social networking site in February 2010, reaching a total of 240.3 million visitors.4

Clearly, this is where customers are congregating and businesses want to be. Social media holds enormous potential for companies to get closer to customers and, by doing so, facilitate increased revenue, cost reduction and efficiencies. As might be expected, our findings indicate social media initiatives are quickly springing up across organizations.

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Smarter Computing - The Next Era of Computing

Smarter Computing - The Next Era of Computing

A short animation on how clients are choosing to design their IT that help will them take advantage of new opportunities, to create new markets, identify trends, delivery more quickly and utilize IT resoureces more effectively - against a flat IT budget.