000			01531nam a22002297a 4500
999			_c4076 _d4076
005			20221111124432.0
008			221111b ||||| |||| 00| 0 eng d
020			_a9783030233457
082			_a658.812 _bALT
100			_aAlt, Rainer _99281
245			_aSocial customer relationship management: _bfundamentals, applications, technologies
260			_bSpringer _aSwitzerland _c2020
300			_axv, 115 p.
365			_aEURO _b46.999
520			_aAbout 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.
650			_aCustomer relations--Management _9211
650			_aSocial media--Economic aspects _95569
650			_aManagement information systems _99938
650			_aElectronic commerce _91552
700			_aReinhold, Olaf _99939
942			_2ddc _cBK