2014-02-18 05:48:01 - Customer Relationship Management (CRM) Market & Social CRM: Global Advancements, Forecasts & Analysis 2013-2018 - a new market research report on companiesandmarkets.com
Global social CRM solutions market to grow from $1.91 billion in 2013 to $9.08 billion in 2018, at a CAGR of 36.5% from 2013 to 2018. Customer Relationship Management (CRM) solutions are gaining pace in the current enterprise ecosystem. With the boom of social media, enterprises are adopting social integration with CRM software as well, thus making way for social CRM as a new channel now days. Social CRM solutions combine traditional CRM solutions with social media for improving the customer engagement for enterprisesThe solution provides a social platform for evolving businesses CRM needs, while also offering flexibility, in terms of reach, deployment, and administration. Social CRM incorporates the customer decisions into the planning mix and the feedback loop so
as to engage customers with the enterprises.Enterprises are coming up with solutions for Social Monitoring, Social Listening, Social Middleware, Social Management and Social Measurement for providing the best in class customer experience to the customers. Today, CRM is not limited only for increasing sales and improving marketing activities, but to bring in better customer engagement with the enterprises.Investments in social CRM will increase across geographies and verticals, with the need of more business specific solutions for enterprises. These solutions will put together customer data from all sources with the enterprises. It is expected that, these solutions will move beyond marketing and sales functions into customer facing departments, improving brand value through better communications and seamless connectivity across all departments.
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