Social customer relationship management:
Alt, Rainer
Social customer relationship management: fundamentals, applications, technologies - Switzerland Springer 2020 - xv, 115 p.
About this book
Social media has received considerable attention, and many potential benefits, as well as concerns, are now being discussed. This book explores how social media can successfully support business processes in marketing, sales and service in the context of customer relationship management (CRM). It presents the fundamentals of Social CRM and shows how small and large companies alike have implemented it.
In turn, the book presents analytic and operational software tools that offer features for enhancing and streamlining interactions with customers. The book concludes with an overview of essential design areas that businesses need to bear in mind when introducing social media into their CRM strategies. In this regard, it also points out key success factors, limitations, and data protection aspects.
9783030233457
Customer relations--Management
Social media--Economic aspects
Management information systems
Electronic commerce
658.812 / ALT
Social customer relationship management: fundamentals, applications, technologies - Switzerland Springer 2020 - xv, 115 p.
About this book
Social media has received considerable attention, and many potential benefits, as well as concerns, are now being discussed. This book explores how social media can successfully support business processes in marketing, sales and service in the context of customer relationship management (CRM). It presents the fundamentals of Social CRM and shows how small and large companies alike have implemented it.
In turn, the book presents analytic and operational software tools that offer features for enhancing and streamlining interactions with customers. The book concludes with an overview of essential design areas that businesses need to bear in mind when introducing social media into their CRM strategies. In this regard, it also points out key success factors, limitations, and data protection aspects.
9783030233457
Customer relations--Management
Social media--Economic aspects
Management information systems
Electronic commerce
658.812 / ALT