17.8% of customer service and support executives realize greater than 5% annual return on investment"
--Leslie Ament, Senior Analyst & VP Hypatia Research Group
Boston, MA (PRWEB) May 15, 2012
Industry analyst and market research firm Hypatia Research Group announces a new primary research study entitled “Leveraging Social Channels for Customer Service & Support“ which details current trends, organizational challenges, and business case justification.
Hypatia Research Group surveyed 526 organizations, (each respondent utilizes, recommends, influences, holds budget or veto power over the purchase of social analytics and intelligence software) and found that return on investment from customer service and support initiatives is higher than other business use cases. In fact, 17.8% of customer service and support executives realize greater than 5% return on investment--defined as a percentage of total annual marketing spend. Another 20% realize between 3%-5% return on investment.
Leslie Ament, vice president, and senior analyst at Hypatia Research Group stated, “Organizations that adopt social intelligence tools, combined with best practices for rules-based business process workflows are empowered to utilize their social channels as decision support and customer engagement for value creation.” Ament continued, “Our analysis reveals that "customer experience" is an intangible metric. True customer engagement has a higher probability of tangible outcome. Effective usage of social intelligence technologies may well create a differentiation for early adopters.” (Excerpted from “Social Analytics & Intelligence: Converting Context to Actionable Insights”, ©2012 Hypatia Research Group.)
Over 526 respondents with direct accountability for selection or use of social analytics software and services were utilized for this primary research. Company size of respondent profiles are: 37.5 %large enterprises, 33.9% mid-market and 28.6% SMB. Geographic breakouts are: 49.1% North America, 26.7% EMEA, and 24.5% AsiaPAC: Australia, China, Japan, and Korea. Parties interested in this research may contact ZGR@hypatiaresearch to inquire about licensing.
Industry analyst and market research firm Hypatia Research Group http://www.HypatiaResearch.com delivers high impact market intelligence, industry benchmarking, best practice, and vendor selection research for how businesses use technology and service providers to capture, manage, analyze and apply customer intelligence to enhance performance and accelerate growth. Coverage includes: CRM, Business Intelligence, Customer Analytics, Social Media, Marketing Automation, Information Management, and GRC. Since 2001, clients have relied on us for industry insight, expertise and independent market research for guidance in assessing various technology and service options.
Zvi Ruder, Ph.D.