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Erschienen in:
Introduction to Social Commerce Kapitel lesen Erstes Kapitel lesen

2016 | OriginalPaper | Buchkapitel

7. Social Customer Service and CRM

verfasst von : Efraim Turban, Judy Strauss, Linda Lai

Erschienen in: Social Commerce

Verlag: Springer International Publishing

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Abstract

Upon completion of this chapter, you will be able to: 1. Define CRM, e-CRM, and social CRM (SCRM). 2. Describe the major types of customer interactions with companies. 3. Describe the evolution of CRM to SCRM. 4. Define social customers and describe how they can be served. 5. Describe how social CRM works inside the enterprise. 6. Describe unique and innovative applications of SCRM. 7. Describe social CRM strategy and implementation issues.

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Vorheriges Kapitel Social Shopping: Concepts, Benefits, and Models
Nächstes Kapitel The Social Enterprise: From Recruiting to Problem Solving and Collaboration
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Metadaten
Titel
Social Customer Service and CRM
verfasst von
Efraim Turban
Judy Strauss
Linda Lai
Copyright-Jahr
2016
Buch
Social Commerce

Print ISBN: 978-3-319-17027-5

Electronic ISBN: 978-3-319-17028-2

Copyright-Jahr: 2016

DOI
https://doi.org/10.1007/978-3-319-17028-2_7

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