Gartner Blog Network

Jenny Sussin
Principal Research Analyst
2 years with Gartner
4 years IT industry

Jenny Sussin is a princial research analyst in the ITL Enterprise Software group of Gartner Research, with primary focus on social for CRM. Read Full Bio

Who Ruined Social Media?

by Jenny Sussin  |  April 28, 2016

Someone asked me about Twitter’s stock price the other day to which I replied: I know nothing of stocks, but I’ll happily tell you who I think is ruining it for all of us. Let’s have some straight talk about who is ruining Facebook and Twitter. Facebook Embarrassing parents ruined Facebook. Sorry, but they did. […]

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What is “Better” When It Comes to Software?

by Jenny Sussin  |  April 13, 2016

I remember being back in ninth grade English when my teacher taught our class the importance of communication skills. She said that if we couldn’t put into words how we felt, thought or viewed the world, then we would never be able to get our point across and ultimately get what we wanted. Now, that […]

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The Disappointment of Social Sentiment Analysis

by Jenny Sussin  |  February 26, 2016

This blog post also appears on LinkedIn. For years – clients have been calling us about social analytics and for years their excitement had been rooted in a particular type of analysis: sentiment analysis. The promise was that social sentiment analysis could give organizations real time insight into how people felt about a particular marketing […]

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The Internet Isn’t Free

by Jenny Sussin  |  December 4, 2015

I’ve recently embarked on a new line of research (for me, not for the world) on customer data privacy. In doing so, I’ve read synthesized versions of about 20 reports, watched some documentaries and have looked into some of the commentary on ridiculously long terms of service. What it all leads up to is the […]

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The ROI of Social Media: Still a Lack of Measurement

by Jenny Sussin  |  November 23, 2015

Guys, seriously? I’ve been conducting a lot of reference checks of late, searching through the case studies of vendors in the space, and talking to Gartner clients about what it is they’re measuring when it comes to social media and continue to find that the majority of companies are STILL not measuring anything that shows […]

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Social Media in Your Customer Journey

by Jenny Sussin  |  October 12, 2015

Coming off of Gartner’s US Symposium, I am adding my notes from the 40+ client 1:1 meetings I had into the system and seeing a pattern in the conversations I had. A few months ago, we wrote a research doc (behind the Gartner pay wall) on “How to Determine the Role of Social Media in Your […]

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Facebook Friends Aren’t Real Friends

by Jenny Sussin  |  August 24, 2015

I’ve read articles in the past about how people only share the “cool” things they do on social media and it leaves the rest of us with either envy or straight FOMO (fear of missing out.) Just because you’re Facebook friends with someone or you follow them on Instagram, that doesn’t mean you really know […]

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Dancing with Social CRM Vendors

by Jenny Sussin  |  August 19, 2015

How suite it is to be in the social CRM market these days! Following a round of acquisitions from 2009-2013, the pace of acquisitions in the social CRM market seemed to have slowed as big CRM vendors like Microsoft, Oracle, SAP and Salesforce worked to build out the products they acquired. It seemed as though the social […]

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Twitter’s DM Change Impacts Social Customer Service

by Jenny Sussin  |  August 14, 2015

Two days ago, Twitter changed the character limit on direct messaging from the classic 140 characters to 10,000 characters. While the change was likely motivated by Twitter’s desire to expand its use into the mobile messaging world a la Facebook and WeChat, my thoughts keep running back to what this means for social customer service. […]

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A Market of One: A Note to All Innovators

by Jenny Sussin  |  May 13, 2015

Working in technology today is…interesting. The pace of innovation is unlike anything we’ve ever seen. Seriously, it’s unlike anything we have ever seen in the history of mankind. So there are some really new things being created…but if I hear one more vendor tell me that they have no real competitors, I may explode (and […]

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