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Social CRM Survey

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Who we are

Thomas is an executive with more than

15 years of leadership experience in

consulting, software industry and in the

armed forces. Thomas held various

leadership positions in SAP’s CRM

development organization for more than

10 years where he contributed to

shaping and developing SAP’s CRM

solution. He is an expert in CRM, in

distributed software development and the

introduction and application of agile

development methods in enterprise scale

projects. Currently he is responsible for

building and driving the CRM consulting

practice for CIBER in New Zealand and

Australia.

Kalle has his roots in the Java and

Oracle world. He has worked for and with

companies like Oracle, Nokia, Sony-

Ericsson and Philips. In 2003 he moved

across to the SAP Integration and J2EE

world where he was the lead developer

for the first Nordic XI 2.0 ramp-up

project. Since then he has worked with a

number of large scale customers

assisting them with enterprise

architecture and SAP J2EE products like

Internet Sales.

PROPRIETARY AND CONFIDENTIAL

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Survey Size

Overall 49 Recipients

Mainly small companies

Representation of all hierarchy levels

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Executive Summary

Social Media usage is increasing fast. 53% of

recipients are looking into it, just about a

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

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Industry Demoscopics

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Recipients by Organization

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Hierarchy Levels

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Mainly SMB Participation

<100 100 – 500 501 – 1000 >1000 unknow n

0

5

10

15

20

25

30

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Social Media usage is increasing fast

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Budget – which Budget?

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Usage of SCRM

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Marketing leveraging Social Media

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Facebook? - Nah, LinkedIn!

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Importance of Social Media will Increase

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Marketing is King

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About the non usage of CRM

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Tools? MS Excel!

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Marketing is King! REALLY!

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Social Media are not integrated into

CRM systems

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And many companies do think about

integration

•Although not as a high priority