Home Social CRM Set to Take Off in 2011? Not so Fast.

Social CRM Set to Take Off in 2011? Not so Fast.

Today SugarCRM released the results of its 2010 social CRM survey, and it seems to be generating a bit of buzz on Twitter. The survey found that although only 26% of respondents have already integrated their customer’s social network profiles with their CRM data, 72% plan to do so this year. But don’t get too excited. The survey had a very small sample size.

According to Martin Schneider, director of communications at SugarCRM, the survey had just more than 100 respondents. It was an open survey conducted by SugarCRM’s public relations firm Schwartz Communications using SurveyMonkey. While 72% of respondents is a lot, this is a small, self-selecting group and it’s hardly indicative of a trend towards social CRM adoption in the future.

Here are the results SugarCRM released:

  • 42% of respondents said LinkedIn is where they most often interact with or research customers and prospects, while 32 percent listed Facebook and 14 percent listed Twitter.

  • 50% of respondents said yes, social networks have helped their business become more successful in the last 12 months.

  • Only 26% of respondents said they currently integrate their customers’ social networking information with their existing CRM data.

  • 72% of respondents said they plan to integrate their customers’ social networking information into their existing CRM data within the next year.

For a comprehensive view of the state of CRM, please see Paul Greenberg’s CRM Watchlist 2011.

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