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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.
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Management for Professionals Rainer Alt · Olaf Reinhold Social Customer Relationship Management Fundamentals, Applications, Technologies Management for Professionals The Springer series Management for Professionals comprises high-level business and management books for executives. The authors are experienced business professionals and renowned professors who combine scientific background, best practice, and entrepreneurial vision to provide powerful insights into how to achieve business excellence. More information about this series at http://www.springer.com/series/10101 Rainer Alt Olaf Reinhold Social Customer Relationship Management Fundamentals, Applications, Technologies 123 Rainer Alt Leipzig University Social CRM Research Center Leipzig, Germany Olaf Reinhold Leipzig University Social CRM Research Center Leipzig, Germany ISSN 2192-8096 ISSN 2192-810X (electronic) Management for Professionals ISBN 978-3-030-23342-6 ISBN 978-3-030-23343-3 (eBook) https://doi.org/10.1007/978-3-030-23343-3 © Springer Nature Switzerland AG 2020 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, expressed or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. This Springer imprint is published by the registered company Springer Nature Switzerland AG The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland Preface After the World Wide Web and electronic commerce, social media may be viewed as the third stage of the Internet evolution. Today, some hundreds of millions of people regularly use social media platforms, such as Facebook, Twitter, Instagram, Snapchat, WeChat, or YouTube. Like many key infrastructure technologies, social media imply opportunities and challenges alike. On the one hand, they promise new ways to interact with potential and existing customers as well as valuable sources to obtain data on opin