Social Customer Relationship Management

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Sprache: Englisch

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Beschreibung

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.

Über den Autor

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.

Zusammenfassung

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

Inhaltsverzeichnis

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

Details

Erscheinungsjahr:	2020
Fachbereich:	Werbung & Marketing
Genre:	Wirtschaft
Rubrik:	Recht & Wirtschaft
Medium:	Taschenbuch
Reihe:	Management for Professionals
Inhalt:	xv 115 S.
ISBN-13:	9783030233457
ISBN-10:	3030233456
Sprache:	Englisch
Ausstattung / Beilage:	Paperback
Einband:	Kartoniert / Broschiert
Autor:	Reinhold, Olaf Alt, Rainer
Auflage:	1st ed. 2020
Hersteller:	Springer Nature Switzerland Springer International Publishing Springer International Publishing AG Management for Professionals
Maße:	235 x 155 x 8 mm
Von/Mit:	Olaf Reinhold (u. a.)
Erscheinungsdatum:	13.09.2020
Gewicht:	0,213 kg

Artikel-ID: 118954477