Social customer relationship management : fundamentals, applications, technologies / Rainer Alt, Olaf Reinhold.
Alt, Rainer, 1964- author.; Reinhold, Olaf, author.
2020
HF5415.5 .A48 2020eb
Available Online

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Title Social customer relationship management : fundamentals, applications, technologies / Rainer Alt, Olaf Reinhold.
Author Alt, Rainer, 1964- author.
ISBN 9783030233433 (electronic book)
303023343X (electronic book)
9783030233426
DOI https://doi.org/10.1007/978-3-030-23343-3
Published Cham : Springer, [2020]
Copyright ©2020
Language English
Description 1 online resource.
Item Number 10.1007/978-3-030-23343-3 doi
Call Number HF5415.5 .A48 2020eb
Dewey Decimal Classification 658.812
Summary 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.
Bibliography, etc. Note Includes bibliographical references and index.
Access Note Access limited to authorized users.
Source of Description Online resource; title from PDF title page (SpringerLink, viewed September 13, 2019).
Added Author Reinhold, Olaf, author.
Series Management for professionals.
Linked Resources Online Access
Record Appears in Online Resources > Ebooks
All Resources
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