Gartner recently released its What’s “Hot” in CRM Application 2012 Report, showing that the CRM interest and investment is heating up, especially social CRM. Some key stats were revealed in an April Forbes article:
- Software-as-a-Service (SaaS) delivery of CRM applications represented 34% of worldwide CRM application spending in 2011.
- Social CRM revenue grew 30% in 2011.
- Social or community customer service is the hottest area of growth for post-sales service with high-tech, media, travel, telecommunications, retail and education-based clients dominating client inquiries.
- CEOs view CRM as their number one technology-enabled investment for 2012, according to query calls through April 2012.
- CIOs have moved CRM up their list of priorities from 18th to 8th place.
What’s hot in CRM application priorities for 2012 in customer service specifically? Here’s a top 12 list from Gartner:
- Intelligent agent interface
- Mobile support
- Social sense and response
- Video for customer service
- Voice of the customer
- Peer-to-peer community
- SaaS customer support system
- Web self-service
- Service experience analytics and decisioning
- Knowledge management for service resolution
- Feedback management
- Workforce optimization
Did your organization’s priorities make the list?
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2012 CRM Application Priorities for 2012 Word Cloud:
