The Evolution from CRM to Social CRM

Get Satisfaction has published a very nice infographic which explains the meaning of social media for customer relationship management (CRM) systems. Some interesting stats from it:

  • 80% of US consumers use social media to verify purchase recommendations.
  • 77% of customers look for incentives and coupons on social media sites.
  • 60% of US consumers regularly interact with companies on a social media site.
  • 46% of customers turn to social media for effective problem solving.
  • 43% of US consumers say brands should use social media to help customers.