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26.09.19 09:43

New book on Social Customer Relationship Management

"Social Customer Relationship Management - Fundamentals, Applications and Technologies" explores the business value of linking Social Media and CRM

The book "Social Customer Relationship Management - Fundamentals, Applications and Technologies" is now available at Springer. Rainer Alt and Olaf Reinhold show how social media may support business processes in marketing, sales and service, which are considered the core processes of customer relationship management (CRM).

The book combines fundamental knowledge about Social CRM with practice-relevant case studies from small (e.g. Spreadshirt) and large (e.g. Dell) companies alike. It also introduces analytical and operational software tools that enhance and streamline customer interactions. In addition to success factors and limitations, the authors provide an overview on essential design areas that businesses need to address when introducing social media into their CRM strategies. Among these issues are data extraction, data quality and last but not least data protection. Scientists, students and practitioners benefit from these concise and application-oriented fundamentals alike.

The book is freely available to members of Leipzig University as well as to students at many universities via Springerlink.

last update: 20.04.2020 


Prof. Dr. Rainer Alt

Leipzig University
Information Systems Institute
Grimmaische Straße 12
D-04109 Leipzig

P: +49 (0)341 / 97 33600
F: +49 (0)341 / 97 33612

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