Social CRM: Challenges and Perspectives

Rainer Alt () and Olaf Reinhold ()
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Rainer Alt: Social CRM Research Center
Olaf Reinhold: Social CRM Research Center

Chapter 4 in Social Customer Relationship Management, 2020, pp 81-102 from Springer

Abstract: Abstract Social media have a variety of use cases in CRM and Social CRM solutions vary considerably in scope and complexity. This chapter discusses four critical aspects for the implementation of Social CRM. First, businesses need to define their individual strategy towards Social CRM based on four generic options. Second, the organizational and the technological degree of integration indicates the sophistication of a chosen Social CRM approach. Third, the analytic technologies offer various degrees of automation with techniques of the semantic web requiring increasing investments in Social CRM. Fourth, regulations concerning privacy, copyright and competition aspects need to be taken into account.

Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-030-23343-3_4

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DOI: 10.1007/978-3-030-23343-3_4

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