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Learn From the Pros: Gartner’s Top Use Cases of Social for CRM in 2017

Lithium Alumni (Retired)

Gartner.pngWe know the question is moving from “why do we do social?” to “how do we do social?” But that doesn’t make it any easier to answer. When it comes to social for CRM, many companies are still learning how to show its true business impact.


Recently, Gartner published a report Top Use Cases and Benefits of Social for CRM in 2017, outlining the top use cases and benefits for CRM across marketing, customer service, sales and digital commerce. This report discusses key challenges, recommendations and tactics of 15 organizations that have proven success with social for CRM.


As part of this list, Gartner includes Lithium customer and Australian software provider, MYOB, as a prime example of how to successfully use Lithium Online Communities to increase peer-to-peer support and response times for inquiries. Check out their case study to learn more about how they significantly increased cost savings.


Gartner’s Key Takeaways:
Application leaders supporting CRM and customer experience must continue to:

  • Encourage marketing to align social media activity with customer buying metrics to prove business value at C-level.
  • Make social customer service part of the broader customer engagement center strategy.
  • Assist the sales organization with making social prospecting and collaboration part of its day-to-day process.
  • Promote social commerce as a way to drive conversion, but consider where social network selling can be impactful as well.

You can read the full report, by downloading a complimentary copy here!