Social CRM – The New Rules of Relationship Management, a report by Altimeter Group

After months of study and interviews with over 100 organizations, Altimeter Group has identified 18 use cases for Social CRM. Despite the diverse set of options, not all use cases are equal. Organizations must prioritize based on market demand and technology maturity.
Market demand reflects the urgency by organization to deploy a use case. For instance, high demand (i.e. in the next six months) scores a “5”, while low demand (i.e. greater than two years) yields a “0”. Tech maturity scores the market readiness and maturity of a solution. A solution set that gains a critical mass of customers earns a “5” while a conceptual solution is considered vaporware or scores a “0”.

A ranking of the use cases reveals four categories:
 Evangelizables. This category represents market demand that is less than 16 months
and technology maturity between beta ready technologies and those with critical mass.

 Near Tipping Points. This category represents market demand that is more than 16
months and technology maturity between beta ready technologies and those with
critical mass.

 Early Movers. This category represents market demand that is less than 16 months
and technology maturity between vaporware and beta ready technologies.

 Early Adoptions This category represents market demand that is more than 16 months
and technology maturity between vaporware and beta ready technologies.

You can read the entire report Social CRM – The New Rules of Relationship Management, a report by Altimeter Group

altimeter social crm

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