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Firms Integrating Social Media With CRM

January 21, 2011 No Comments

SugarCRM, a commercial open source provider of customer relationship management (CRM) software, has released a survey showing that companies that used social networks got a huge return on that investment in 2010.

The most surprising result is that, while 50% of respondents said social networks made them more successful in the last year, only 26% admitted to linking data from social networks to their CRM software. But 72% reported they plan on doing this over the next year.

The result seems to point toward greater social network data integration with CRM. But to win this business, CRM vendors have to compete with other applications, many controlled by other departments, which are promising to offer social business integration.

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