Business and Technology Trends in Social CRM

View Sample PDF

Author(s): Anteneh Ayanso (Brock University, Canada)
Copyright: 2015
Pages: 15
Source title: Handbook of Research on Managing and Influencing Consumer Behavior
Source Author(s)/Editor(s): Hans-Ruediger Kaufmann (University of Nicosia, Cyprus & International Business School at Vilnius University, Lithuania)
DOI: 10.4018/978-1-4666-6547-7.ch013

Keywords: Business & Management / Business Science Reference / Consumer Management / Marketing

Purchase

View on the publisher's website for pricing and purchasing information.

Abstract

Social media technologies have transformed the traditional CRM applications landscape in many ways. Apart from extending the traditional customer touch points, social media technologies play a critical role in integrating the activities involved in operational and analytical CRM. This chapter explores the business and technology trends in social CRM and examines current social CRM solutions and their capabilities in the analytical and operational (sales, service, and marketing) efforts of organizations. The chapter also discusses the technological and managerial challenges organizations may face in embracing social media technologies in their customer relationship management processes.

The IRMA Community

Research IRM

Business and Technology Trends in Social CRM

Purchase

Abstract

Related Content

IRMA Sponsors