A fascinating presentation from Nicholas Saintagne (CRM Metrix) at Our Social Times' Social CRM 2011 (Paris) conference.
With 55% of Internet users using it at least once a week, Facebook has become a key digital touch point for brands. However, after 3 years of gold – fans – rush, a new era will begin in 2012. A more mature era with a strong focus on the strategic review of the brand presence in the network. Therefore, understanding who are your fans, what is their actual relationship to the brand and what could be their potential business value will become crucial in order to deepen relationships with existing and potential clients in the midterm. In this presentation, we will reveal, through keys figures taken from CRM Metrix benchmarks, a few leads for using Facebook in a global Social CRM perspective.”