Facebook will be the No. 1 social network in all but 25 countries, according to Gartner, Inc. In countries such as Brazil, Russia, India, China and Japan it will not be No. 1. The prediction is one in a series Gartner analysts have made on customer relationship management (CRM) in areas including CRM marketing and social CRM.
“For most organisations, the single most logical way to differentiate the business is through great customer experiences, rather than having the lowest cost or most innovative products and services,” said Ed Thompson, vice president and distinguished analyst at Gartner. “However, gaining a clear understanding on which specific customer-centric initiatives will prove decisive and merit investment will require coordination across departments.”
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