Social Customer Relationship Management

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Alt, Rainer, Reinhold, Olaf

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ISBN:9783030233426
Editorial: Springer Verlag
Fecha de la edición:2019
Encuadernación:
Nº Pág.:115
Idiomas:Ingles,Inglés

Materias:

/ Marketing

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.