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

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 […]

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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 […]

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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 […]

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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 […]

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The Spam Playground: Twitter, a Consumer’s Perspective

by Jenny Sussin  |  October 27, 2014

The irony of a research analyst responsible for covering business use of popular social media to connect with their consumers, posting a jaded consumer’s perspective is not lost on me. But over the last year, I’ve noticed that I have stopped tweeting as often or checking Twitter at all outside of major news events. And […]

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Social Media Metrics: 101

by Jenny Sussin  |  October 7, 2014

A wise woman once told me never to mistake activity for achievement and while I heard her, I never really understood her before I came to work for Gartner.   At Gartner, I have the opportunity to observe from afar, or in other cases from a bit too close, and recognize what is going right […]

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Orkut’s Retirement Overshadowed by Cupcakes and Soccer

by Jenny Sussin  |  July 9, 2014

When I was a wee intern, building out social media pages for the products and campaigns I supported without rhyme or reason, I built an Orkut page for both myself and one of the campaigns. For the particular campaign, I was trying to reach developers and coders particularly in India and so I was exposed […]

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If Social Networks Were N’Sync

by Jenny Sussin  |  May 8, 2014

It’s somewhat obvious that not all of today’s social networks, or yesterday’s for that matter, are going to make it in the biz, so in today’s post, I want us all to make some social network predictions based on what has happened to the members of N’Sync.   Our five boy banders are: Justin Timberlake […]

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Google Silently Silences Wildfire – Social CRM Pac-man Revisited

by Jenny Sussin  |  March 17, 2014

Pac-man likes to eat dots. It’s simple. This is a story I’ve prefaced before on this blog: A Christmas Tale of Social Media App Acquisition¬†in December of 2013 Pac-man Thinks the Social CRM Market Looks Tasty¬†in May of 2012 So let’s do a Pac-man and Dot table for market re-cap thus far… Keep in mind […]

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You’re Not Alone: The Rule of Three Helps Build Out Your Social Network

by Jenny Sussin  |  January 28, 2014

There are so many things about social media engagement that are deemed to simple to write about anymore. Well ladies and gentlemen, let’s get tacky!   I know people are struggling with developing their individual social networks and their organization’s social networks and so in my first blog post of 2014, let’s talk about one […]

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