Social Customer Relationship Management

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Social Customer Relationship Management

Rainer Alt,Olaf Reinhold
Social Customer Relationship Management Book PDF

Author : Rainer Alt,Olaf Reinhold
Publisher : Springer Nature
Page : 115 pages
File Size : 50,6 Mb
Release : 2019-08-29
Category : Business & Economics
ISBN : 9783030233433

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Social Customer Relationship Management by Rainer Alt,Olaf Reinhold Pdf

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

Ammari, Nedra Bahri
Social Customer Relationship Management Social CRM in the Era of Web 4 0 Book PDF

Author : Ammari, Nedra Bahri
Publisher : IGI Global
Page : 317 pages
File Size : 44,7 Mb
Release : 2022-06-24
Category : Business & Economics
ISBN : 9781799895558

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Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 by Ammari, Nedra Bahri Pdf

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 Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers

Adam Metz
The Social Customer How Brands Can Use Social CRM to Acquire Monetize and Retain Fans Friends and Followers Book PDF

Author : Adam Metz
Publisher : McGraw Hill Professional
Page : 306 pages
File Size : 48,6 Mb
Release : 2011-08-16
Category : Business & Economics
ISBN : 9780071759182

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The Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers by Adam Metz Pdf

"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.

The Definitive Guide to Social CRM

Barton J. Goldenberg
The Definitive Guide to Social CRM Book PDF

Author : Barton J. Goldenberg
Publisher : Pearson Education
Page : 273 pages
File Size : 44,8 Mb
Release : 2015-02-24
Category : Business & Economics
ISBN : 9780134134000

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The Definitive Guide to Social CRM by Barton J. Goldenberg Pdf

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.

Strategic Customer Relationship Management in the Age of Social Media

Khanlari, Amir
Strategic Customer Relationship Management in the Age of Social Media Book PDF

Author : Khanlari, Amir
Publisher : IGI Global
Page : 333 pages
File Size : 47,8 Mb
Release : 2015-07-16
Category : Business & Economics
ISBN : 9781466685871

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Strategic Customer Relationship Management in the Age of Social Media by Khanlari, Amir Pdf

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.

Social Customer Relationship Management

Rainer Alt,Olaf Reinhold
Social Customer Relationship Management Book PDF

Author : Rainer Alt,Olaf Reinhold
Publisher : Editora CRV
Page : 137 pages
File Size : 52,5 Mb
Release : 2022-10-24
Category : Education
ISBN : 9786525126319

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Social Customer Relationship Management by Rainer Alt,Olaf Reinhold Pdf

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

Anonim
Strategic Customer Relationship Management in the Age of Social Media Book PDF

Author : Anonim
Publisher : Business Science Reference
Page : 0 pages
File Size : 55,5 Mb
Release : 2015
Category : Customer relations
ISBN : 1466685883

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Strategic Customer Relationship Management in the Age of Social Media by Anonim Pdf

"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

Kyle Lacy,Stephanie Diamond,Jon Ferrara
Social CRM For Dummies Book PDF

Author : Kyle Lacy,Stephanie Diamond,Jon Ferrara
Publisher : John Wiley & Sons
Page : 336 pages
File Size : 54,9 Mb
Release : 2013-05-17
Category : Business & Economics
ISBN : 9781118283134

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Social CRM For Dummies by Kyle Lacy,Stephanie Diamond,Jon Ferrara Pdf

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.

Diverse Methods in Customer Relationship Marketing and Management

Lee, In
Diverse Methods in Customer Relationship Marketing and Management Book PDF

Author : Lee, In
Publisher : IGI Global
Page : 333 pages
File Size : 55,8 Mb
Release : 2018-05-25
Category : Business & Economics
ISBN : 9781522556206

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Diverse Methods in Customer Relationship Marketing and Management by Lee, In Pdf

Consumer interaction and engagement are vital components to help marketers maintain a lasting relationship with their customers. By developing positive relationships with consumers, businesses can better maintain their customers’ loyalty. Diverse Methods in Customer Relationship Marketing and Management is a critical scholarly resource that examines how marketing has shifted to a relationship-oriented model. Due to this, there is an increased need for customer relationship marketing and management to emerge as an invaluable approach to strengthening companies and the customer experience. Featuring coverage on a wide range of topics such as relational marketing technology acceptance model, and consumer buying behavior, this book is a vital resource for marketing professionals, managers, retailers, advertising executives, academicians, and researchers seeking current research on the challenges and opportunities in customer relationship marketing and management.

Customer Relationship Management

V. Kumar,Werner Reinartz
Customer Relationship Management Book PDF

Author : V. Kumar,Werner Reinartz
Publisher : Springer
Page : 411 pages
File Size : 53,6 Mb
Release : 2018-05-15
Category : Business & Economics
ISBN : 9783662553817

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Customer Relationship Management by V. Kumar,Werner Reinartz Pdf

This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.

Managing the New Customer Relationship

Ian Gordon
Managing the New Customer Relationship Book PDF

Author : Ian Gordon
Publisher : John Wiley & Sons
Page : 227 pages
File Size : 45,8 Mb
Release : 2013-03-21
Category : Business & Economics
ISBN : 9781118255858

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Managing the New Customer Relationship by Ian Gordon Pdf

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

The Dark Side of CRM

Bang Nguyen,Lyndon Simkin,Ana Isabel Canhoto
The Dark Side of CRM Book PDF

Author : Bang Nguyen,Lyndon Simkin,Ana Isabel Canhoto
Publisher : Routledge
Page : 304 pages
File Size : 53,7 Mb
Release : 2015-09-04
Category : Business & Economics
ISBN : 9781317622000

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The Dark Side of CRM by Bang Nguyen,Lyndon Simkin,Ana Isabel Canhoto Pdf

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.

What is Web 2.0

Tim O'Reilly
What is Web 2 0 Book PDF

Author : Tim O'Reilly
Publisher : "O'Reilly Media, Inc."
Page : 59 pages
File Size : 53,7 Mb
Release : 2009-09-23
Category : Computers
ISBN : 9781449391072

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What is Web 2.0 by Tim O'Reilly Pdf

The concept of "Web 2.0" began with a conference brainstorming session between O'Reilly and MediaLive International. Dale Dougherty, web pioneer and O'Reilly VP, noted that far from having "crashed", the web was more important than ever, with exciting new applications and sites popping up with surprising regularity. What's more, the companies that had survived the collapse seemed to have some things in common. Could it be that the dot-com collapse marked some kind of turning point for the web, such that a call to action such as "Web 2.0" might make sense? We agreed that it did, and so the Web 2.0 Conference was born. In the year and a half since, the term "Web 2.0" has clearly taken hold, with more than 9.5 million citations in Google. But there's still a huge amount of disagreement about just what Web 2.0 means, with some people decrying it as a meaningless marketing buzzword, and others accepting it as the new conventional wisdom. This article is an attempt to clarify just what we mean by Web 2.0.

Customer Relationship Management

Francis Buttle
Customer Relationship Management Book PDF

Author : Francis Buttle
Publisher : Routledge
Page : 495 pages
File Size : 40,6 Mb
Release : 2009
Category : Business & Economics
ISBN : 9781856175227

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Customer Relationship Management by Francis Buttle Pdf

This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.

Customer Relationship Management

Francis Buttle,Stan Maklan
Customer Relationship Management Book PDF

Author : Francis Buttle,Stan Maklan
Publisher : Routledge
Page : 427 pages
File Size : 46,8 Mb
Release : 2015-02-11
Category : Business & Economics
ISBN : 9781317654766

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Customer Relationship Management by Francis Buttle,Stan Maklan Pdf

Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. NEW TO THIS EDITION: Updated instructor support materials online Full colour interior Brand new international case illustrations from many industry settings Substantial revisions throughout, including new content on: Social media and social CRM Big data and unstructured data Recent advances in analytical CRM including next best action solutions Marketing, sales and service automation Customer self-service technologies Making the business case and realising the benefits of investment in CRM Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.