Impacts
- The need to access the complete and accurate engagement and purchase history of customers during social media interactions will force MDM leaders to integrate MDM will social for CRM solution; ortherwise, the optimal customer experience will remain unachievable.
The need to retain and share significant amounts of social interaction data will drive MDM leaders to leverage MDM as the organization-level reference to social media interaction; otherwise, the full exploitation of interaction data will remain unrealized.
Social for CRM implementations will require MDM leaders to use MDM to complete the centralized capability to initiate business events designed to increase customer satisfaction; otherwise, these processes often remain manual, inefficient and error-prone.