The best CRM systems change a company and its relationships for the better. Implemented well, CRM systems can take a business into entirely new markets while solidifying leadership in existing ones.
Add in the easy-to-use nature of social networks, and the potential value of CRM accelerates even faster. The Social Enterprise as defined by Salesforce.com, capitalizes on these factors which are critical for any CRM system to succeed.
Combining the urgency for measurable results and a sleek, streamlined, adoption strategy along with a breadth of applications across marketing, sales, and service makes the Social Enterprise a compelling vision.
What energizes this vision is the opportunity to better connect with and serve customers, getting them to their goals faster than before.
The Gartner Magic Quadrant for Social CRM appears to put technologies ahead of the more challenging aspects of CRM, which are getting the system adopted and used to better serve customers. While it is an excellent analysis at the technical level, it needs more balance with the real value of CRM in changing companies by changing people and relationships.