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Management for Professionals

Social Customer Relationship Management

Fundamentals, Applications, Technologies

Authors: Alt, Rainer, Reinhold, Olaf

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

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eBook £43.99
price for United Kingdom (gross)
  • ISBN 978-3-030-23343-3
  • Digitally watermarked, DRM-free
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  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover £54.99
price for United Kingdom (gross)
  • ISBN 978-3-030-23342-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

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.

About the authors

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.

Table of contents (5 chapters)

Table of contents (5 chapters)

Buy this book

eBook £43.99
price for United Kingdom (gross)
  • ISBN 978-3-030-23343-3
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover £54.99
price for United Kingdom (gross)
  • ISBN 978-3-030-23342-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
Social Customer Relationship Management
Book Subtitle
Fundamentals, Applications, Technologies
Authors
Series Title
Management for Professionals
Copyright
2020
Publisher
Springer International Publishing
Copyright Holder
Springer Nature Switzerland AG
eBook ISBN
978-3-030-23343-3
DOI
10.1007/978-3-030-23343-3
Hardcover ISBN
978-3-030-23342-6
Series ISSN
2192-8096
Edition Number
1
Number of Pages
XV, 115
Topics