Gartner: Social media is the new CRM (circa 2001)
More than 70% of all IT-led social media initiatives will fail over the next two years compared with about half of business-led ones, according to researchers Gartner.
This high failure rate is because organisations do not currently have the right skill sets in place to design and deliver such offerings, while the situation is also not helped by a dearth of suitable methodologies, technologies and tools to help them.
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