The hype on Social Customer Relationship Management (SCRM) is pure

madness, a definite trend and the topic ‘du jour’ on thousands of

publications. Whilst most companies are experimenting with Twitter and

Facebook and crafting their SCRM strategy, a whole range of new companies

such as ‘social network experts’ and ‘social network consulting’ is riding the

wave to fame and fortune by providing their advice.

A Google search on ‘Social Network Consultant’ returns 49 million answers,

the same search on ‘Social Network Survey Results’ returns 5.5 million

responses. Which advice is right for you?

Respondents

• 210 surveys completed in the UK,

• 210 surveys completed in France,

• 210 surveys completed and regrouped for the Netherlands, Spain and Germany.

Result highlights

• 70% of consumers have never contacted a company through social

• 55% of those who do, are contacting a company regarding complaints,

• 66% of consumers prefer to contact a company for customer service

• 30% only think that companies are more responsive through social

• 52% expect a response to their question through social media on the

• 58% feel that companies are abusing social network for sales and

• Information customers are interested in reading on SN is:

• 57% think companies should focus on answering customer questions as

• 57% of respondents would like to have technical support available