The increasing application of social customer relationship management (CRM) is a key trend in the growing global CRM outsourcing market, according to a new report from research firm Technavio.
Social CRM provides customer insight and integrates customer relationships on social media platforms such as Facebook, LinkedIn and Twitter, and many companies use social media to determine which products people use and their level of satisfaction with these products, the firm says. That information can then be used to design a marketing strategy, it says. The global CRM outsourcing market is expected to grow at a compound annul growth rate (CAGR) of 6% from 2014 to 2019.
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