CRM Investment ramp due to social media and smart mobility
Increased customer satisfaction and meeting customer expectations lead the reasons that companies are moving to new methods of interacting with customers. Surprisingly, reduced cost and increased revenue don’t rank high, even if these are often leading outcomes.
Customer Service Turning to Twitter, Facebook
The reasons behind the move of all companies, regardless of size, to social customer service are still based on the maxim "the customer is always right.
Social Media Heightens Customer Service Opportunities, Risks
Roughly 9 in 10 respondents to our survey believe that providing customer service over social channels is a good thing for their customers and for their organization.
Survey Says Social Customer Service is Popular but Messy
I do believe that social media channels can be good for large-scale customer service issues such as explaining an outage, emphasizing a change in policy, or apologizing for a botched job...But please don’t use Twitter DM’s to solve an individual customer problem. …I think I deserve a more personal means of connecting.

Social Customer Service: Keep Calm – you’ve been here before