82% of brand managers are using social media 54% of companies block employee access 10% of companies have employee policies
Bad news for old methods 95% don’t trust advertising ($426 billion wasted) 92% don’t trust what companies say about themselves 91% don’t trust companies to act in their best interests
However… 33% of social media users believe companies are interested in them 93% of social media users believe organizations should have a presence 85% want organizations to interact with customers using social media 78% believe word of mouth from “similar others”
Social CRM Customer Service Reps Process-centric Contact management Community management Period engagement Sustained engagement Simple transactions Complex relationships All employees engaged Conversation-centric
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