In a recent research by Gartner, it was found that failure to respond to customer complaints via social media channels can lead to a 15% increase in client loss. Customers get agitated if your brand fails to respond to social media complaints and that includes ignored emails or phone calls from customers. Social listening capabilities in your customer relationship management software (CRM) can provide your organization with the ability to tap into these conversations and comments immediately. You can understand sentiment and other measures of how you stack up to your competitors with the help of social listening. So, social listening matters to any organization even more now. Read more at: http://it.toolbox.com/blogs/insidecrm/3-reasons-your-crm-needs-social-listening-capabilities-69840