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Gartner Press Release
Analysts to Discuss the Future of Social CRM at Gartner Customer Strategies & Technologies Summit 2012, June 11-12, in London, UK
Although the adoption of social applications by sales, marketing and customer service departments continues to grow rapidly, Gartner, Inc. said that, by the end of 2012, only 50 percent of Fortune 1000 companies will receive a worthwhile return on investment (ROI) from their social customer relationship management (CRM) initiatives. “For the 50 percent of Fortune 1000 organizations not determining, or even measuring, ROI, ignorance will mean failed projects,” said Adam Sarner, research director at Gartner.