Social Customer Relationsship Management
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Social Customer Relationship Management
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Author : Rainer Alt
language : en
Publisher: Springer Nature
Release Date : 2019-08-29
Social Customer Relationship Management written by Rainer Alt and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-08-29 with Business & Economics categories.
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.
Social Customer Relationship Management Social Crm In The Era Of Web 4 0
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Author : Ammari, Nedra Bahri
language : en
Publisher: IGI Global
Release Date : 2022-06-24
Social Customer Relationship Management Social Crm In The Era Of Web 4 0 written by Ammari, Nedra Bahri and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-06-24 with Business & Economics categories.
The advent of Web 2.0 has led to a rebalancing of power between the customer and the company through the consumer's voice about the brand and referral behavior via electronic word of mouth. Customer opinions within the virtual brand communities can have a vast impact on a company’s sales and image. It is crucial for companies to promote and use customer contributions in order to enhance their brand image, retain customers, and develop their marketing strategy. Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 provides relevant theoretical frameworks and the latest results of empirical research on the strategic role of marketing 2.0, digital customer experience, and social customer relationship management on social networks. Covering a range of topics such as disruptive marketing, artificial intelligence, and customer behavior, this reference work is ideal for marketers, IT practitioners, CRM specialists, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.
The Definitive Guide To Social Crm
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Author : Barton J. Goldenberg
language : en
Publisher: Pearson Education
Release Date : 2015-02-24
The Definitive Guide To Social Crm written by Barton J. Goldenberg and has been published by Pearson Education this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-02-24 with Business & Economics categories.
Make Social CRM work! This book presents the first proven framework and step-by-step methodology for driving maximum value from Social CRM throughout sales, marketing, customer service, and beyond. Barton Goldenberg,the field’s #1 expert, offers a proven, four-step methodology for succeeding with Social CRM work in any B2B, B2C, or B2B2C organization. You’ll learn how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today’s leading social platforms. Goldenberg shows how to: • Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond • Integrate this information into expanded customer profiles • Use these profiles to personalize customer service, marketing messages, and sales offers far more effectively Goldenberg assesses the changing impact of social media on customer relationships, identifies smarter ways to profitably integrate it throughout your business, guides you through Social CRM planning and implementation, and examines key challenges and opportunities in leveraging Social CRM after you’ve deployed it. You’ll find practical advice on issues ranging from strategy to software selection, vendor negotiation to team development and day-to-day operations. Goldenberg concludes by previewing the future of Social CRM — and the fast-changing customer tomorrow’s systems must serve. For all executive decision-makers, managers, and implementers who are involved in, planning, or considering Social CRM initiatives.
Social Customer Relationship Management
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Author : Rainer Alt
language : pt-BR
Publisher: Editora CRV
Release Date : 2022-10-24
Social Customer Relationship Management written by Rainer Alt and has been published by Editora CRV this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-10-24 with Education categories.
O livro "Social Customer Relationship Management: Fundamentos, Aplicações e Tecnologias" apresenta, de forma concisa, os aspectos fundamentais do CRM Social. Com esta leitura, você terá a oportunidade de conhecer como as empresas usam as informações das mídias sociais para aprimorar seus relacionamentos com os clientes ao longo de todo o ciclo de compra. Seguindo a abordagem analítica da Engenharia de Negócios, o livro distingue estratégias, processos e sistemas e os vincula à estrutura integrada de CRM Social. Esses blocos de construção conceituais são ilustrados em quatro estudos de casos de negócios que adotaram com sucesso o CRM Social em vários graus. Nesses casos, ficam evidentes o amplo espectro de potenciais do CRM Social e os benefícios da simplificação de processos para a atração e retenção de clientes.
Strategic Customer Relationship Management In The Age Of Social Media
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Author : Khanlari, Amir
language : en
Publisher: IGI Global
Release Date : 2015-07-16
Strategic Customer Relationship Management In The Age Of Social Media written by Khanlari, Amir and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-07-16 with Business & Economics categories.
In today's society, organizations are looking to optimize potential social interactions and increase familiarity with customers by developing relationships with various stakeholders through social media platforms. Strategic Customer Relationship Management in the Age of Social Media provides a variety of strategies, applications, tools, and techniques for corporate success in social media in a coherent and conceptual framework. In this book, upper-level students, interdisciplinary researchers, academicians, professionals, practitioners, scientists, executive managers, and consultants of marketing and CRM in profit and non-profit organizations will find the resources necessary to adopt and implement social CRM strategies within their organizations. This publication provides an advanced and categorized variety of strategies, applications, and tools for successful Customer Relationship Management including, but not limited to, social CRM strategies and technologies, creation and management of customers' networks, customer dynamics, social media analytics, customer intelligence, word of mouth advertising, customer value models, and social media channel management.
Managing The New Customer Relationship
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Author : Ian Gordon
language : en
Publisher: John Wiley & Sons
Release Date : 2013-03-21
Managing The New Customer Relationship written by Ian Gordon and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-21 with Business & Economics categories.
Praise for MANAGING THE NEW CUSTOMER RELATIONSHIP “Gordon delivers an impressive synthesis of the newest methods for engaging customers in relationships that last. No organization today can succeed without the mastery of customer relationship management strategy fundamentals. But to win in the decades ahead, you must also understand and capitalize on the rapidly evolving social computing, mobility and customer analytics technologies described in this book. Checklists, self-assessments and graphical frameworks deliver pragmatic value for the practicing manager.” — William Band, Vice-President, Principal Analyst, Forrester Research Inc., Cambridge, MA
Strategic Customer Relationship Management In The Age Of Social Media
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Author :
language : en
Publisher: Business Science Reference
Release Date : 2015
Strategic Customer Relationship Management In The Age Of Social Media written by and has been published by Business Science Reference this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015 with Customer relations categories.
"This book provides a variety of strategies, applications, tools, and techniques for corporate success in social media in a coherent and conceptual framework offering the resources necessary to adopt and implement social CRM strategies within their organizations"--
Social Crm For Dummies
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Author : Kyle Lacy
language : en
Publisher: John Wiley & Sons
Release Date : 2013-05-17
Social Crm For Dummies written by Kyle Lacy and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-05-17 with Business & Economics categories.
Discover great ways to engage your customers through the social web Social CRM is an evolving tool to help you engage your customers, interact with them, and develop deeper relationships. This handy guide teaches you how to make the most of it, whether your business is a small shop or a large corporation. In a friendly, easy-to-understand style, it explains how you can create new marketing communications and develop smart, applicable content that produces results from your online community. You'll learn to use data to drive results, create social Key Performance Indicators for different business units, and a great deal more. Today's consumer uses technology to select relationships with companies; this book teaches business owners how to use social CRM to create relationships that customers want to maintain Explains how to integrate social media into your CRM mix Shows how to use data and information gathered through social sites Helps you develop social KPIs and create content that gets results from your online community Social CRM For Dummies helps businesses large and small use social media to develop and maintain productive customer relationships.
The Social Customer How Brands Can Use Social Crm To Acquire Monetize And Retain Fans Friends And Followers
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Author : Adam Metz
language : en
Publisher: McGraw Hill Professional
Release Date : 2011-08-16
The Social Customer How Brands Can Use Social Crm To Acquire Monetize And Retain Fans Friends And Followers written by Adam Metz and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-08-16 with Business & Economics categories.
"The social customer is your NEW customer. And if you don’t recognize it, they will be someone else’s new customer. Adam Metz presents a clear, concise game plan for attracting them, connecting with them, and keeping them. Don’t just buy this book: invest in the content. Actually, invest time to implement the content." —JEFFREY GITOMER, author of The Little Red Book of Selling and Social BOOM! "This book connects two key dots in the customer equation: knowing why your customers uniquely do business with you and taking actions that cause them to repeat that choice more frequently." — RICH BLAKEMAN, sales vice president, Miller Heiman, from the Afterword "I’ve seen the future of marketing and it delivers in less than 300 pages. Adam Metz’s The Social Customer makes a compelling case for revolutionizing your thinking about how you connect and build a relationship with your customer in a fashion that shrinks your marketing team and amplifi es the love the world feels for you and your product. Not easy stuff, and, done the wrong way, it’s dangerous." — CHIP CONLEY, founder of Joie de Vivre Hospitality and author of PEAK: How Great Companies Get Their Mojo from Maslow About the Book IF you look at the people who follow your company via social media simply as "social media users," you’re missing a much bigger picture. They are, above all, your customers—and as such, they have a multitude of needs. But without the right social media strategy, they might not remain your customers for long. Adam Metz is prized by clients and online fans for his understanding of what makes both companies and their customers click—and how social media can get them in sync and drive revenue. In The Social Customer, he teaches you all you’ll need to know to transform your business—not just on the Web but across the board. Even if Facebook and Twitter were to disappear tomorrow, these are the fundamentals that will always apply—whatever the technology and whatever the social media. You’ll learn: How to transform your brand into a coveted "Social Object" Where your brand currently stands with your social customers—and how to mobilize your customers to get the word out The "The Ten Commandments of Social Customer Relationship Management" How to harness the power of collaboration How to delight your customers and win loyalty through individualized Treatment What terms like "Social Marketing" and "Social Sales Insights" really mean—and why they can be vital to business success Metz also includes anecdotes, case studies, and outside-the-box inspiration from branding innovators—ranging from upstart punk bands to absolute giants like Burger King and SAP—all designed to keep you thinking critically, creatively, and with the kind of flexibility that will keep your social customers engaged as your company grows.
Customer Relationship Management
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Author : Srivastava Mallika
language : en
Publisher: Vikas Publishing House
Release Date :
Customer Relationship Management written by Srivastava Mallika and has been published by Vikas Publishing House this book supported file pdf, txt, epub, kindle and other format this book has been release on with Business & Economics categories.
With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM.The book can serve as a guide for deploying CRM in an organization stating the critical success factors.KEY FEATURES• Basic concepts of CRM and environmental changes that lead to CRM adoption• Technological advancements that have served as catalyst for managing relationships• Customer strategy as a necessary and important element for managing every successful organization• CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction• The concept of customer loyalty management as an important business strategy• The role of CRM in business market• The importance of people factor for the organization from the customer's perspective• Central role of customer related databases to successfully deliver CRM objectives• Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy