A survey conducted by us on the usage and future of social CRM

1. SocialmeetsCRM
Social CRM Survey
SocialmeetsCRM

2. Who we are
SocialmeetsCRM
Thomas is an executive with more than Kalle has his roots in the Java and
15 years of leadership experience in Oracle world. He has worked for and with
consulting, software industry and in the companies like Oracle, Nokia, Sony-
armed forces. Thomas held various Ericsson and Philips. In 2003 he moved
leadership positions in SAP’s CRM across to the SAP Integration and J2EE
development organization for more than world where he was the lead developer
10 years where he contributed to for the first Nordic XI 2.0 ramp-up
shaping and developing SAP’s CRM project. Since then he has worked with a
solution. He is an expert in CRM, in number of large scale customers
distributed software development and the assisting them with enterprise
introduction and application of agile architecture and SAP J2EE products like
development methods in enterprise scale Internet Sales.
projects. Currently he is responsible for
building and driving the CRM consulting
practice for CIBER in New Zealand and
Australia.
PROPRIETARY AND CONFIDENTIAL

3. Survey Size
SocialmeetsCRM
 Overall 49 Recipients
 Mainly small companies
 Representation of all hierarchy levels

4. Executive Summary
 Social Media usage is increasing fast. 53% of
recipients are looking into it, just about a
SocialmeetsCRM
quarter are using it structuredly
 Main target area is Marketing, including
loyalty management, lead generation and
branding
 Budgets are still low
 Facebook and LinkedIn are the dominant
channels
 Social Media are not yet integrated into
business systems, but companies are
increasingly looking at this

5. Industry Demoscopics
SocialmeetsCRM

6. Recipients by Organization
SocialmeetsCRM

7. Hierarchy Levels
SocialmeetsCRM

8. Mainly SMB Participation
SocialmeetsCRM
30
25
20
15
10
5
0
<100 100 – 500 501 – 1000 >1000 unknow n

9. Social Media usage is increasing fast
SocialmeetsCRM

10. Budget – which Budget?
SocialmeetsCRM

11. SocialmeetsCRM
Usage of SCRM

12. Marketing leveraging Social Media
SocialmeetsCRM

13. Facebook? - Nah, LinkedIn!
SocialmeetsCRM

14. Importance of Social Media will Increase
SocialmeetsCRM

15. Marketing is King
SocialmeetsCRM

16. About the non usage of CRM
SocialmeetsCRM

17. Tools? MS Excel!
SocialmeetsCRM

18. Marketing is King! REALLY!
SocialmeetsCRM

19. Social Media are not integrated into
SocialmeetsCRM CRM systems

20. And many companies do think about
SocialmeetsCRM integration
•Although not as a high priority