Social media and CRM

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Published on 02 July 2012 by in Thought Leadership

The situation is irrefutable; consumers love Social Media and are heavily engaged with the technology day-in, day-out – accounting for more than one hour in every five spent on the Internet in the UK in 2011. Consumers now expect to buy, play, complain, interact and enquire via Social Media. For many consumers it’s a frustrating experience as most organisations simply don’t use the medium effectively; as indicated by 93% of consumers complaining that companies fail to provide the service they expect via Social Media.

These and many more facts about the needs, expectations and attitudes of consumers are contained in our latest Infographic on Social Media CRM.

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