Overview
- 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
Part of the book series: Management for Professionals (MANAGPROF)
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Table of contents (5 chapters)
Keywords
About this book
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.
Authors and Affiliations
About the authors
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.
Bibliographic Information
Book Title: Social Customer Relationship Management
Book Subtitle: Fundamentals, Applications, Technologies
Authors: Rainer Alt, Olaf Reinhold
Series Title: Management for Professionals
DOI: https://doi.org/10.1007/978-3-030-23343-3
Publisher: Springer Cham
eBook Packages: Business and Management, Business and Management (R0)
Copyright Information: Springer Nature Switzerland AG 2020
Hardcover ISBN: 978-3-030-23342-6Published: 13 September 2019
Softcover ISBN: 978-3-030-23345-7Published: 13 September 2020
eBook ISBN: 978-3-030-23343-3Published: 29 August 2019
Series ISSN: 2192-8096
Series E-ISSN: 2192-810X
Edition Number: 1
Number of Pages: XV, 115
Topics: Customer Relationship Management, e-Business/e-Commerce, Online Marketing/Social Media, e-Commerce/e-business, Information Systems and Communication Service, Business Information Systems