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06:14 15th April 2011
The use of social platforms to deliver marketing messages and manage customer relationships will rise in the next 24 months, according to Andrew Girdwood, media innovations director at bigmouthmedia, a search and digital agency.
"Social CRM [customer relationship management] will be a runaway success this year and next," he says.
"Smart companies will put marketing heads and customer relationship management heads together" when it comes to how they use micro-blogging sites like Twitter, the expert said.
"If you can use Twitter to interact you can use it in an effort to retain clients [and] keep people happy as well as push your promotional messages," he went on to say added.
According to Gartner, the information technology research and advisory company, the developing social CRM application market reached $600 million (£368 billion) last year.
Gartner expects to reach $1 billion (£613 million) by 2013.
Posted by Derek Oldman
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