Social Customer Relationship Management: Fundamentals, Applications, Technologies - Couverture souple

Alt, Rainer; Reinhold, Olaf

Couverture souple

ISBN 10 : 3030233456 ISBN 13 : 9783030233457

Editeur : Springer, 2020

Synopsis

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.

A propos du livre

À propos de l'auteur

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.

Détails de l'édition

• Éditeur: Springer
• Date d'édition: 2020
• Langue: anglais
• ISBN 10: 3030233456
• ISBN 13: 9783030233457
• Reliure: Broché
• Nombre de pages: 132
• Coordonnées du fabricant: GPSR Kontakt; ProductSafety@springernature.com; ; Tiergartenstr. 17; Heidelberg; 69121; Allemagne