Framingham, Mass.—Almost 60% of supply chain decision-makers who participated in a recent survey, conducted by Kemp Goldberg Partners and IDG Research Services, said their supply chain partners and vendors were either not participating in social media or they were unaware of their participation.
“Social CRM in the Supply Chain,” also found that 40% of respondents said they used social media such as Facebook, company blogs or private online social communities to interact with or follow supply chain vendors.
Of respondents who said they used social networking sites, 60% said they found mainstream social networking sites such as LinkedIn to be “extremely valuable” or “very valuable.”
“Although social CRM adoption has been low and slow, we found that those suppliers and vendors who currently use social media have experienced real value, such as more customer satisfaction, loyalty and references, as well as better customer service and higher purchase levels or frequency,” said David Goldberg, principal of Kemp Goldberg Partners, in a statement.
The online study, which was conducted last fall, drew 150 respondents.