TY  - BOOK
AU  - Alt,Rainer
AU  - Reinhold,Olaf
TI  - Social customer relationship management: fundamentals, applications, technologies 
T2  - Management for professionals
SN  - 9783030233433 (electronic bk.)
AV  - HF5415.5 .A48 2020
PY  - 2020///
CY  - Cham
PB  - Springer
KW  - Customer relations
KW  - Management
KW  - Social media
KW  - Economic aspects
N1  - Includes bibliographical references and index; Social CRM: Evolution and Building Blocks -- Social CRM: Four Case Studies -- Social CRM: Tools and Functionalities -- Social CRM: Challenges and Perspectives
N2  - 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
UR  - https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=2242286
ER  -