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

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 […]

Read more »

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 […]

Read more »

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 […]

Read more »

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 […]

Read more »

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. […]

Read more »

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 […]

Read more »

Things as Customers: Don’t Worry, This Isn’t Smart House

by Jenny Sussin  |  April 10, 2015

You know how people always say, “I’m dating myself with this reference?” Well, I’m seriously dating myself with this reference – to the point that only about 5% of the living, US-based population will know what I’m talking about. See, I hear people talk about Skynet all of the time, but for me the true […]

Read more »

Five Proof Points that “Social” is More than Digital Marketing

by Jenny Sussin  |  March 20, 2015

As the “digital” bubble gets bigger and the “social” bubble is staining many a floor in the enterprise world, I find many clients have a hard time understanding the difference between social for CRM and digital marketing. Social is certainly a part of digital marketing, and an important one at that. My colleagues like Julie […]

Read more »

Wading In the Trough of Disillusionment: Social for CRM

by Jenny Sussin  |  January 30, 2015

If you’re looking to listen to some music appropriate for the reading of this post, just hit play and begin your read.     Welcome to the trough of disillusionment Social CRM, we’re happy to have you.   So, how did we get here?   First we made “social” into a term that made us […]

Read more »

So You’re a Leader in Social for CRM? Prove It.

by Jenny Sussin  |  January 23, 2015

Every year, Gartner develops a piece of research called the Top Use Cases and Benefits of Social for CRM. We look at what our clients are doing, and the innovative use cases we’ve seen from vendors, and we compile a list of approaches to social for CRM along with a companion case study/customer example from […]

Read more »