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Social Customer Relationship Management: Fundamentals, Applications, Technologies de Rainer Alt

Social Customer Relationship Management: Fundamentals, Applications, Technologies: Management for Professionals

Autor Rainer Alt, Olaf Reinhold
en Limba Engleză Paperback – 13 sep 2020
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.
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Specificații

ISBN-13: 9783030233457
ISBN-10: 3030233456
Pagini: 115
Ilustrații: XV, 115 p.
Dimensiuni: 155 x 235 mm
Greutate: 0.2 kg
Ediția:1st ed. 2020
Editura: Springer International Publishing
Colecția Springer
Seria Management for Professionals

Locul publicării:Cham, Switzerland

Cuprins

Social CRM: Evolution and Building Blocks.- Social CRM: Four Case Studies.- Social CRM: Tools and Functionalities.- Social CRM: Challenges and Perspectives.

Notă biografică

Prof. Dr. Rainer Alt holds the chair for application systems at Leipzig University. He is Editor-in-Chief of "Electronic Markets" and Board Member of the Social CRM Research Center (SCRC) e.V. in Leipzig, Germany.

Olaf Reinhold is a researcher at the chair for application systems at Leipzig University and Board Member of the Social CRM Research Center (SCRC) e.V. in Leipzig, Germany.

Textul de pe ultima copertă

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.

Caracteristici

Provides a framework for planning, applying and implementing Social CRM Provides examples for successful application scenarios and available software tools Presents potential implementation approaches, architectural options and measures for privacy protection