Enterprise apps get social

Combining the ad-hoc nature of social media with the more structured world of enterprise apps such as CRM is often the best of both worlds, implementers say

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Gartner agrees. In a report released in January 2013, Gartner predicted that by 2016, 50% of large organizations will have internal Facebook-like social networks, and 30% of these will be considered as essential as email and telephones are today.

Several trends across vertical sectors have emerged, reports London-based research firm Ovum. The retail, hospitality, transportation and technology industries have become early adopters of using social media as a customer service channel and are using it pervasively.

Not all companies are adopting social as quickly, however.

According to an October 2012 Ovum report, a number of CEOs and senior executives "fail to see how social media adds value to their overall strategy, and are reluctant to invest internally or externally in the concept."

But that's a mistake, the consultancy maintains. If enterprise leaders don't become more receptive to leveraging social media, "they are going to fall behind and pay the price," the Ovum report says. Business and IT executives must develop a strategy in this area or risk missing opportunities to reach customers and access strategic information.

Social media links with enterprise apps has given companies such as Nebraska Book "the ability to put valuable information into the hands of our sales force more quickly," and "in a social media format they use every day," Kelly says. "This gives them more time to sell our services rather than spend their time gathering information."

This story, "Enterprise apps get social" was originally published by Computerworld.

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