Social CRM Charting $1B Course for 2012August 30, 2011 No Comments
Jive Software, Oracle (NASDAQ:ORCL), Salesforce.com (NASDAQ:SFDC) and more than 100 other enterprise software companies are fueling growth in the social customer relationship management market, which is expected to top $1 billion through 2012.
That’s up from Gartner’s social CRM projection of $820 million through 2011, up from $625 million in 2010. Social CRM, also called social media monitoring, allows companies to gauge what users, rivals and others are saying about them on social networks such as Facebook, LinkedIn, Twitter and Google+. This sentiment analysis helps companies improve their customer service, as well as their brand positioning online.SOCIAL BUSINESS