FanHub recently put out this infographic looking at how social media is transforming CRM, sharing stats around communication, expectations, and user interface.
"Customers are getting chatty," says FanHub's D'Ana Guiloff. "With instant access to brands via social media, people are better able to engage in one-to-one conversations with their favorite companies. Moreover, these interactions often become public, recorded knowledge - comments made on a Facebook wall are viewable to everyone, for example. Small businesses need to respond, or else it may look like they are dodging questions and complaints."
The graphic puts things into perspective.
Image via FanHub