Social CRM Info(graphic)

You come to this site because we talk a lot about the importance and future of Social CRM and Social Business. Hell, we even called this blog “Social CRM Info” so you’d have no question about what we’re all about. We say a lot of fancy words and I’ll normally attach a clever or inspirational picture to each post to give you something to look at because studies have shown that people prefer pictures to look at in posts.

We desperately want to keep your attention and teach you something in the process, so today I’ll be sharing with you one of the better infographics about the art and history of Social CRM put together by the good people at GetSatisfaction.com. Sure, it’s a little focused on the PR side of things, but we’ll delve deeper into the other aspects of Social CRM on this site. Be sure to read all the way through and I’ll point out some key takeaways after it, but here you go. Look and Learn.

Key Takeaways

• As of 2011, 46% of consumers turn to social media for effective brand problem solving. That’s a pretty big number considering the lifespan of social media being used by companies for problem solving. I know personally I turn to Twitter whenever I have an issue with a company and find the response rate is miles better than when I try to call.
• 80% of US consumers use social media to verify purchase recommendations. You see this with Amazon, Moontoast and now even with Pintrest. People call out to others on social media to help with purchase decisions. Do you?
• 60% of US consumers regularly interact with brands via social media. Facebook’s new Timeline is helping this, along with Google+’s Brand Pages. Even Twitter is making changes to how their brand pages interact with customers. More and more conversations are happening and brands are doing a lot of talking nowadays.
• 43% of US consumers say brands should use social media to help customers. Now, not only do social media marketing consultants think that brands should use social media to help customers, customers themselves are saying it. Maybe brands will start to listen now.
• 21% of customers look for specialized, targeted marketing on social networks. Incentives have always been and will always be the largest driving force for consumers to start conversations with brands online, but that doesn’t mean you can’t figure out ways to keep them engaged after that.

It’s true I might not get on board with every piece of information on this infographic (I rarely do, by the way), I think it has a lot of good points and shows them in a way that’s easy to understand. This is a good graphic to show people in your company that may give you a confused look when you mention a Social CRM.

Thoughts?

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