QuestBack, the enterprise feedback management (EFM) and social customer relationship management (CRM) solutions provider, has been positioned by Gartner, Inc. as a Niche player in the 2012 Magic Quadrant for Social CRM, 2012
According to this Gartner Magic Quadrant report, authored by Adam Sarner and Ed Thompson: "Social CRM works only if users voluntarily participate in communities, and they will do so only if they receive benefits. At the same time, the enterprise needs to realise measurable benefits; otherwise, it makes no sense to expend resources on social CRM. For the enterprise, social CRM applications increase profitability or another measure of value by building trust, gaining customer insight, differentiating products or services and increasing sales."
Gartner evaluates vendors based on completeness of vision and the ability to execute on that vision, and have raised the bar for inclusion in this year's report.
"We are delighted to be recognised by Gartner for our work in Social CRM," says QuestBack CEO Ivar Kroghrud. "Our quest is to create the winners of the experience economy. Social channels – along with local and mobile – are of increasing importance to our clients, and provide an amazing opportunity to build lasting, mutually-beneficial relationships between brands and consumers."
 Gartner, Inc. "Gartner Magic Quadrant for Social CRM, 2012," Adam Sarner et al., 27th September, 2012