In the next two years, 30% of leading companies will extend the goals of their online community activities to the design of enhanced service processes, such as social CRM, according to Gartner.
Social CRM for customer service has the potential to bring new and dynamic methods for improving customer service.
In doing so, social CRM is creating opportunities for new and existing providers in the customer service and contact center infrastructure markets.
“We expect the high-profile nature of social networks and social CRM for customer service to rapidly advance adoption from early adopter to mainstream deployments," said Drew Kraus, research VP at Gartner.