Social customer relationship management : fundamentals, applications, technologies / Rainer Alt, Olaf Reinhold.
2020
HF5415.5 .A48 2020eb
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Details
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
303023343X (electronic book)
9783030233426
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.
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Online Access
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Table of Contents
Social CRM: Evolution and Building Blocks
Social CRM: Four Case Studies
Social CRM: Tools and Functionalities
Social CRM: Challenges and Perspectives.
Social CRM: Four Case Studies
Social CRM: Tools and Functionalities
Social CRM: Challenges and Perspectives.